Troubleshooting Convertly CRM

Start by checking your role, organization timezone, active date range, page filters, and the feature-specific logs.

Find your issue

What you notice	Start here
A lead or submission is missing	Lead visibility · Form submissions
A phone call has not appeared	Android call tracking
A WhatsApp message is not going through	WhatsApp delivery
A follow-up reminder did not arrive	Reminder delivery
Ads do not show the outcome	Google Ads · Meta conversions
A rule or AI request is not working	Automations · AI

Login or password reset

• Confirm you are using app.convertlycrm.com.
• Use the correct account email and request a new reset code if the 15-minute validity has passed.
• Check spam or quarantine without forwarding the code to another person.
• Ask the workspace Admin whether your role or account changed.

A lead is missing

• Clear active Leads filters and confirm the date range.
• Check the Trash view.
• Users with assigned-only visibility should confirm the record is within their current permitted scope.
• For import, review the completed browser summary for failed or skipped rows.

Native form does not load

• Confirm the form is active.
• Copy the complete current embed again.
• Check allowed-domain configuration.
• Confirm the website permits the generated script.
• Review Forms -> View Logs.

Submission did not create a new lead

Search by email and phone. Duplicate intake updates an existing matching lead instead of creating another one. Also check for inactive, save-disabled, spam-trap, validation, domain, or abuse-protection results in logs.

Inbound API fails

• Confirm the key is active and sent in x-api-key or a Bearer header.
• Keep the key on the server; do not use a query-string credential.
• Validate JSON or form encoding and supported field names.
• Use an approved lead source.
• Use View logs on the relevant Integrations card or setup page.

Universal Webhook creates no lead

Confirm the source is authenticated, its mapping is reviewed, and it is enabled. Generic sources require the generated secret URL and x-webhook-secret header; provider recipes can use their supported signature mechanism. Map at least email or phone for a lead-creation profile, then inspect source-scoped logs.

Google Ads event is missing

Open Integrations -> Google Ads Offline Conversions. Check the connected account, Customer ID, numeric conversion-action mapping, test mode, lead click identifier, and CRM milestone, then open that integration’s Logs.

Meta Conversions API event is missing

Open Integrations -> Meta Conversions API. Check the Pixel or dataset ID, access token, event-name mapping, Test Event Code, identifier availability, and milestone, then open that integration’s Logs. Meta Lead Ads configuration does not configure conversion delivery.

Meta Lead Ads is missing a submission

Open Integrations -> Meta Lead Ads. Confirm the Meta connection, selected Business and Page, Page subscription, selected instant form, field mapping, and integration status. Test from the mapping workflow and review the integration’s ingestion logs.

Notification email is missing

Check the in-app notification separately. Confirm the user was selected as a source recipient or owner and that the relevant platform email provider is working.

An Android call is missing

1. Confirm the phone is paired to the intended user and workspace.
2. Check that the call used the selected work SIM and happened after enrollment. Internet calls and personal-SIM calls are outside this tracking path.
3. Open the Android app, check tracking permissions and connectivity, and review its sync status.
4. Check the date range and device filters in the web Calls list.

Device contact alone does not confirm that every call has synchronized. See Android call tracking before changing enrollment or permissions.

A WhatsApp message is not delivered

1. Check the sending business number, recipient, and connection readiness.
2. Read the current message status and any guidance in the composer. Queued, sent, delivered, and read mean different things.
3. If free-form messaging is unavailable, follow the app’s guidance on supported approved templates.
4. Do not repeatedly resend a message with an uncertain status.

If it remains unresolved, share a safe timestamp and the visible error with support—not the conversation or an access token. See WhatsApp conversations.

A follow-up reminder is missing

1. Confirm the follow-up is assigned to the intended user and is not already complete.
2. Check the due time against the organization timezone.
3. Check the Follow-ups list and in-app notifications separately from email or mobile alerts.
4. Ask an Admin to review notification configuration. On Android, also check notification permission, registration, and connectivity.

A reminder is for the assigned team member; it does not automatically message the customer. See Reminder delivery.

Automation does not run

Confirm the rule is enabled, the actual event matches its trigger, conditions pass, and actions are permitted. Use the dry-run test and run logs. Scheduled reminders are not automation triggers.

Billing action is unavailable

Confirm you are an Admin, the tenant uses an automatic Stripe plan, and a Stripe customer is linked. Manual plans and unconfigured environments may not provide checkout or portal access.

AI fails or history is limited

Check workspace AI availability, module permissions, user access, and any usage limit shown in Settings → AI. Ask an Admin or support to review configuration if access is unavailable. Do not repeatedly resubmit a pending question or paste credentials into AI chat.

Contact support safely

If the issue remains, use Contact support. Remove credentials and customer data from screenshots and include only safe record or log references.