Troubleshooting Convertly CRM
Start by checking your role, organization timezone, active date range, page filters, and the feature-specific logs.
Login or password reset
Section titled “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
Section titled “A lead is missing”- Clear active Leads filters and confirm the date range.
- Check the Trash view.
- Staff users should confirm the lead is assigned to them or connected to permitted work.
- For import, review the completed browser summary for failed or skipped rows.
Native form does not load
Section titled “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
Section titled “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
Section titled “Inbound API fails”- Confirm the key is active and sent in
x-api-keyor 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.
- Review Settings -> API -> API Logs.
Universal Webhook creates no lead
Section titled “Universal Webhook creates no lead”The first delivery captures a redacted sample only. Map at least email or phone, save mappings, and send a second unique test. Confirm optional extra-secret headers and review API Logs.
Google Ads event is missing
Section titled “Google Ads event is missing”Check the connected Google account, Customer ID, numeric conversion-action mapping, test mode, lead click identifier, CRM milestone, and Settings -> Ads -> Logs.
Meta CAPI event is missing
Section titled “Meta CAPI event is missing”Check Pixel or dataset ID, access token, event-name mapping, Test Event Code, identifier availability, milestone, and Ads logs. Lead Sync configuration does not configure CAPI.
Meta Lead Sync is missing a submission
Section titled “Meta Lead Sync is missing a submission”Confirm the Meta connection, selected Business and Page, Page subscription, selected instant form, field mapping, and recent sync status. Test locally from the mapping workflow.
Notification email is missing
Section titled “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.
Automation does not run
Section titled “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
Section titled “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
Section titled “AI fails or history is limited”Confirm the AI master switch, role access, provider key, model availability, and provider balance. Review recent activity in Settings -> AI. A persistence warning may indicate same-browser recovery rather than full shared history.
Contact support safely
Section titled “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.