Why am I missing desktop entries?

Last updated: September 17, 2026

Desktop entries are captured by the BAI desktop app, which records your activity in the applications you've chosen to track. If entries are missing, it's almost always because the app wasn't running, monitoring was off, or the application in question hasn't been added to your tracked list.

Work through the checks below in order.

Before you start

Confirm you're looking in the right place: check that the date range in [Time Capture / your timeline view] covers the day in question and that no filters are hiding entries. If entries appear for some days but not others, skip to Step 2.

1. Is the BAI desktop app running?

Windows: Look for the BAI icon in the system tray at the bottom right of your screen. If you don't see it, click the arrow to expand hidden icons.

Mac: Look for the BAI icon in the menu bar at the top right of your screen.

If the app isn't running, open it and sign in. Entries are only captured while the app is running and you're signed in, so any time before that won't be recovered.

If the app was closed for part of the day, you can add those entries manually in [the web app].

2. Is the app set to start automatically at login?

BAI configures itself to launch at login during installation, but security policies on managed devices can block or disable this. If you find yourself opening the app manually each morning, this is likely the cause.

On Windows

  1. Open Settings, then go to Apps > Startup.

  2. Find Billables AI in the list.

  3. Switch the toggle to On.

You can also check this in Task Manager: press Ctrl + Shift + Esc, open the Startup apps tab, right click Billables AI, and choose Enable.

If the toggle is greyed out, the entry is missing entirely, or you see a note that the setting is managed by your organization, your IT team's policies are controlling it. Send them the note in the section below.

On Mac (macOS 13 Ventura and later)

  1. Open the Apple menu > System Settings.

  2. Go to General > Login Items & Extensions.

  3. Under Open at Login, confirm Billables AI is listed. If it isn't, click +, select Billables AI from your Applications folder, and click Open.

  4. In the Allow in the Background section below, make sure the toggle next to Billables AI is on.

On Mac (macOS 12 Monterey and earlier)

  1. Open the Apple menu > System Preferences.

  2. Go to Users & Groups, select your user, then open the Login Items tab.

  3. Confirm Billables AI is listed. If it isn't, click + and add it from your Applications folder.

A quicker alternative on any macOS version: right click the BAI icon in the Dock, go to Options, and select Open at Login.

If the setting won't save or reverts after restart, your device is likely managed by an MDM profile that controls login items.

If your IT team manages this setting

Ask them to allow Billables AI to launch at login and to run in the background. They can approve it centrally so it applies to everyone at the firm. Your BAI contact is happy to join that conversation if it's helpful.

3. Is application monitoring enabled?

  1. Open the BAI desktop app.

  2. Go to [Settings] > [Monitoring / Applications].

  3. Confirm [Application monitoring] is turned on.

If monitoring was switched off, entries stop being captured immediately and resume once it's back on. Time in between won't be backfilled.

4. Have you added the applications you want tracked?

BAI only captures activity from applications you've explicitly added. If entries are missing from one specific program while everything else looks normal, that program probably isn't on your list.

  1. Open the BAI desktop app.

  2. Go to [Settings] > [Monitored Applications].

  3. Review the list of tracked applications.

  4. Type the application in the "Search for Applications..." bar.

Article on adding applications to the BAI Desktop App.

Keep in mind that browser based tools are tracked through your browser, so make sure your browser is on the list if you work in web applications.

Still missing entries?

Contact support at [support email] with:

  • The date and approximate time of the missing entries

  • The application you were working in

  • Your operating system and version

  • Whether the BAI icon was visible in your tray or menu bar at the time