If your team members do not see the same data in BrandMentions, you are most likely dealing with a synchronization issue. For example:
One user sees a new mention that others do not.
A change in a project, alert, or tag is visible for one person but not for the rest of the team.
Data or reports look different from one user to another.
Cause 1: Different filters or date ranges
This is the most common cause of synchronization problems.
Sometimes the data is actually in sync, but users are looking at different parts of it. If each person uses different filters, search terms, or date ranges, the results will not match.
How to align filters between users
Ask all affected team members to:
Check the date range selector and make sure everyone uses the same period. For example, "Last 7 days" or "This month".
Review any filters applied, such as:
Sources
Languages
Sentiment
Tags
Projects
Clear all filters and apply them again in the same way for each user.
Refresh the page after changing filters.
Once all users share the same filters and date range, their views of the data should match.
Cause 2: Browser caching issues
Your browser stores a local copy of web pages in a "cache" to help them load faster. Sometimes that cache becomes outdated and shows you an older version of a page while the BrandMentions servers already have new data.
How to fix browser cache related issues
Perform a hard refresh of the page
On Windows: press
Ctrl+Shift+Rwhile the BrandMentions tab is active.On macOS: press
Cmd+Shift+R.
This forces your browser to ignore the cached version and download the latest data from the server.
Clear cache and cookies if the problem persists
Open your browser settings.
Look for options related to Browsing data, History, or Privacy.
Clear cached images and files and cookies.
Close and reopen the browser, then log in to BrandMentions again.
Use a private or incognito window
If you want to test quickly, open BrandMentions in an incognito or private window. This uses a clean session that does not rely on your normal cache and cookies.
If the data looks correct in incognito mode but not in your regular browser window, the problem is almost certainly cache related.
Cause 3: Unstable or weak internet connection
A weak or unstable internet connection can interrupt the data flow between your device and the BrandMentions servers. When that happens, your page may not receive new updates in real time, and you might see different data compared to your teammates.
How to check and improve your connection
Test your connection
Try loading a few other websites in new tabs.
If they are slow or fail to load, the issue is likely with your internet connection, not BrandMentions.
Improve Wi Fi stability
Move closer to your Wi Fi router.
If possible, avoid busy public networks.
Ask others who share the network if they also notice slow internet.
Use a wired connection
If you are working in an office or at a desk, plug in an Ethernet cable. Wired connections are usually more stable for real time tools like BrandMentions.
After improving your connection, refresh BrandMentions and check if the data matches what other users see.
When to contact BrandMentions support
If you have:
Tried a hard refresh and cache clearing
Verified that your internet connection is stable
Checked filters and date ranges
Updated your browser
Confirmed that multiple users still see different or inconsistent data
it is time to contact the BrandMentions support team.
By going through these checks, you can resolve most synchronization problems quickly and help your entire team work with the same, accurate, real time data in BrandMentions.