The performance for your investment accounts is a calculation based on the account balance and cash flow (money in or out of the account) in the account. For any given date range, the money transferred into the account is excluded from the balance and money transferred out of the account is included in the balance. This ensures that any balance change is a result of the changes in your holdings.
Different financial institutions use different methodologies to arrive at this number and there could be differences in the performance numbers shown.
The performance numbers in Empower Personal Dashboard depend on successful aggregation of the account and on the accuracy of the data (transaction and balance changes) reported. Before contacting support, check the account for any missing transactions and attempt a manual refresh to retrieve any missing data. You can read more about how to perform a manual refresh in our FAQ article How Do I Force Data To Be Refreshed For A Specific Account.