FAQs

I can’t log in. What should I do?

Check that you are using the correct email address. Passwords are case-sensitive. If you’ve forgotten your password, go to app.convertlycrm.com/forgot-password to request a reset link.

I didn’t receive a verification email.

Check your spam folder. If it’s not there, request a new verification email from the login page. The verification link expires after 24 hours.

Can I change my email address?

Yes — go to Settings → Profile and update your email address. You will receive a verification email at your new address before the change takes effect.

Team and billing

How do I invite my team?

Admins can invite users from Settings → Team → Invite User. Enter the email address and select a role. They will receive an invitation email.

How many users are included in my plan?

The Starter plan includes seats for up to 3 users. The Professional plan scales with additional user seats purchased at checkout. See Billing Overview → for plan details.

Can I switch from monthly to yearly billing?

Yes — go to Dashboard → Billing → Manage Subscription and select the yearly option. Yearly billing provides a discount equivalent to 2 free months.

What happens when my trial ends?

At the end of the 14-day trial, your account is restricted. A prompt appears to enter payment details. Your data is retained — you just need to subscribe to continue using the app.

Forms and leads

How do I embed a Convertly form on my website?

Go to Forms → your form → Publish → Embed Code. Copy the script snippet and paste it into your website’s HTML where you want the form to appear. See Form Embedding → for detailed steps.

A lead came in but I don’t see their ad source.

Attribution only works when the form is embedded with the Convertly embed script AND the page URL contains a gclid or fbclid parameter. Check that auto-tagging is enabled in your Google Ads or Meta Ads account. The parameter must be in the URL at the time the form is submitted — not just when the page loads.

Can I import leads from a spreadsheet?

Yes — go to Leads → Import. Download the CSV template, fill it out, and upload it. The system maps columns to lead fields and flags any errors before importing.

Attribution

My Google Ads conversion isn’t showing in Google Ads.

Make sure: (1) the Google Ads integration is configured with valid Customer ID and Conversion Action ID, (2) the lead has a gclid value (visible in the lead’s Attribution tab), and (3) the pipeline stage change to “Closed Won” occurred after the integration was saved. See Lead Conversion → for details.

Do I need to install a Google Ads tag on my site?

No. Convertly sends conversions via the Google Ads API (offline conversion import) — server-side. There is no pixel or tag required on your site for conversion tracking. However, auto-tagging must be enabled in Google Ads so that gclid parameters appear in your ad URLs.

What is a gclid?

A Google Click ID (gclid) is a unique identifier Google appends to your ad destination URLs when auto-tagging is enabled. It looks like ?gclid=Cj0KCQj.... Convertly captures this from the form page URL and attaches it to the lead, so the conversion can be attributed back to the specific ad click when the deal closes.

Automations

Why isn’t my automation running?

Check: (1) the automation is enabled (green status in Automations list), (2) the trigger condition is being met, and (3) any conditions in the automation’s rules are matching the lead data. Go to Automations → [your automation] → Run Log to see the last execution attempts.

Can I run an automation manually?

No — automations run automatically based on their configured trigger. You can test by creating a lead or changing a stage that matches the trigger conditions.

Security and privacy

Who can see my team’s leads?

Admins and Managers can see all leads. Sales and Staff roles see only leads assigned to them. See Roles and Access → for the full breakdown.

Is my data shared with other companies?

No. Your CRM data is stored on Convertly’s servers and is never accessible to other organizations. The only data sent externally is to payment processors when you subscribe, and to ad platforms (Google/Meta) when you have those integrations configured and a deal closes.