Why Your Acuity Revenue Report Doesn't Match Stripe or Square

Acuity builds its revenue report from appointments; Stripe and Square build their totals from charges. Because the two systems count different objects at different moments, they disagree in five predictable ways:

• Cancelled and no-show appointments are excluded — along with any deposits or payments attached to them. The charge stays in your processor; the appointment falls out of the report.
• Manually-marked-paid appointments are excluded — cash, check, bank transfer, comped sessions. Real revenue to your accountant, invisible to the report.
• Refunds cause drift — a refund issued in Stripe or Square doesn't cleanly rewind Acuity's numbers, and it lands in the month it's processed, not the month of the original charge.
• Booked and collected are different events — a deposit at booking and a balance at the visit can fall in different weeks or months, and each report counts them at a different moment.
• Charges made outside Acuity never appear — manual no-show fees, charges keyed into the processor dashboard, retail sales running through the same Square account.

None of this is a setting you can toggle off. It's an architectural difference: Acuity answers “what did my appointments earn?” while your processor answers “what money actually moved?” The rest of this guide shows how to tell which causes you're hitting and how to reconcile the two views without a spreadsheet all-nighter.

No — and this is the single biggest source of mismatch. Acuity's revenue report drops cancelled and no-show appointments entirely, even when money was collected for them. If a client pays a 50% deposit and cancels late, the deposit stays in Stripe or Square while the appointment — and its payment — vanishes from the report.

For businesses with real cancellation volume, the gap compounds fast: every prepaid cancellation and every no-show with a deposit becomes money your processor sees and Acuity's report doesn't. And because Acuity offers no cancellation analytics or no-show-rate tracking either, the excluded appointments don't show up as a countable category anywhere — they simply leave the numbers.

When a client pays cash or by check and you mark the appointment paid by hand, Acuity excludes that appointment from the revenue report too. In practice, the report reliably counts money that flowed through the connected processor as an appointment payment — manual payment records fall outside it.

This creates a third bucket of revenue that lives in neither total: it never touched Stripe or Square, and Acuity's report skips it. If a meaningful share of your clients pay off-platform, the revenue report understates what your calendar actually earned, and no amount of processor reconciliation will surface the difference — the money simply isn't in either export.

Even when every transaction is visible in both systems, the two ledgers count it at different moments. A deposit is collected the day of booking; the balance may be collected at the appointment weeks later. Depending on whether a report is sliced by appointment date or payment date, the same dollars can land in different months on each side.

A client who books in June for a July appointment and pays upfront is June revenue to your processor and — depending on how you filter — July revenue to your calendar. Neither number is wrong. Booked revenue (the value of appointments scheduled) and collected revenue (money actually captured) answer different questions, and month-end goes sideways the moment they're mixed in one column.

Payout timing adds a second layer: Stripe and Square typically batch several days of charges into each payout and deduct processing fees before deposit. A payout total is neither a daily charge total nor a gross figure, which is why reconciling against your bank statement or payout report always produces a small, maddening gap.

Refunds are processed in Stripe or Square, and Acuity's totals can drift once they happen. The refund appears as a negative in your processor in the month it's issued — often a different month than the original charge — while the original appointment's payment may still be reflected on the Acuity side. Every refund is a small fork in the two ledgers, and the forks accumulate.

The other half of the drift comes from charges Acuity never initiates. Charging a no-show or late-cancellation fee in Acuity is always a manual step against the stored card — and plenty of owners skip Acuity entirely and key the charge straight into the Stripe or Square dashboard. Either way, nothing tags the charge as a fee: it's just an untitled payment your processor counts and your revenue report has no idea about.

A workable monthly close takes about thirty minutes once the routine is set. The order matters:

1. Pick a single date basis — appointment date or payment date — and apply it to both systems. Most appointment businesses reconcile on payment date because it matches the processor's native view.
2. Export the month from Acuity twice: the revenue report, and the full appointment list including cancelled and no-show appointments, so excluded payments become visible.
3. Export the same period from Stripe or Square using gross charge amounts — not payouts, not net-of-fees deposits.
4. Match refunds to the month of the original charge and subtract them consistently on both sides, whatever month they were issued in.
5. Isolate out-of-band charges — manual no-show fees, dashboard-keyed charges, anything with no appointment behind it — and label them as fee revenue.
6. List manually-marked-paid appointments separately. They belong in neither the processor total nor the report total; they're their own line.
7. Investigate only the remainder. After the five known causes are stripped out, whatever gap is left is a genuine discrepancy worth chasing transaction by transaction.

The durable fix is to stop asking one report to answer two questions. Tecton Scheduler layers on top of your existing Acuity account — it doesn't replace it — syncs your appointments on demand or on a schedule, and its analytics dashboard shows booked and collected revenue side by side for today, the last 7 and 30 days, and the month, with prior-period comparisons and sparklines.

• Booked vs. collected in one view. The value of what's on the calendar and the money actually captured sit next to each other, so the timing gap becomes a visible number instead of a mystery.
• Cancellations and no-shows are counted, not dropped. They appear as tracked metrics alongside bookings, average ticket, and new clients — the categories Acuity's report silently excludes.
• Fees are collected and logged automatically. When a client reschedules inside the window you configure in Settings, the fee is charged through Square or Stripe at confirmation — and every fee charged, failed, or declined lands in a read-tracked notifications feed, so fee revenue is finally a reportable line instead of an untagged charge.

Plans are priced to your booking volume, every plan starts with a free trial, billing is month-to-month, and setup takes about 15 minutes — see pricing. For a deeper look at replacing spreadsheet reconciliation entirely, our Acuity analytics dashboard guide walks through the full reporting stack.