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Troubleshooting

Login and access

Can’t log in

  1. Confirm you are at app.convertlycrm.com/login
  2. Check that your email and password are correct (passwords are case-sensitive)
  3. Try resetting your password at /forgot-password
  4. If you received an invitation link, use that link to set your password — don’t try to log in with a password you haven’t set yet
  5. Contact your team’s Admin if your account was recently added or changed

Password reset email not arriving

  1. Check spam and junk folders
  2. Verify you entered the correct email address
  3. The reset link expires after 60 minutes — request a new one if needed
  4. If using a work email, check whether your IT team blocks external email

Verification email not received

  1. Check spam/junk
  2. Wait up to 5 minutes — delivery may be delayed
  3. Request a new verification email from the login page
  4. Check that your email provider isn’t blocking Convertly’s sending domain

Lead import

Import failed with errors

  • Download the CSV template from the import page — do not modify the column headers
  • Ensure required fields (name or email) are filled in every row
  • Check that date fields use the correct format (YYYY-MM-DD)
  • Remove any special characters from the file name before uploading

Leads imported but not appearing

  • Check the Leads list filters — the view may be filtered to a specific stage or owner
  • Confirm the import completed (check the import history page for status)

Attribution not capturing

gclid not showing on leads

  1. Confirm auto-tagging is enabled in your Google Ads account:
    • Google Ads → Account Settings → Auto-tagging → Tag the URL
  2. Confirm the Convertly form is embedded using the Convertly script embed (not iframe) — iframes can’t read the parent page URL
  3. Confirm the visitor did not clear cookies or use a tracker blocker before submitting the form
  4. Check the form submission URL in your browser dev tools — the gclid parameter should appear in the URL at the time of submission

Closed Won did not send conversion to Google Ads

  1. Check that the Google Ads integration is saved with valid credentials (Settings → Ads Attribution → Google Ads)
  2. Verify the lead has a gclid — open the lead detail page → Attribution tab
  3. Confirm the stage you changed the lead to matches the configured conversion stage
  4. Check the Inngest function queue for errors (developer-level only)

Closed Won did not send event to Meta

  1. Check that Meta CAPI is configured (Settings → Ads Attribution → Meta Ads)
  2. Verify the lead has a fbclid — open the lead detail page → Attribution tab
  3. Check Meta Events Manager → Test Events to look for server-side events
  4. Allow up to 15 minutes for Meta to display new server events

Forms

Form not appearing on website

  • Check that the embed script is placed before the closing </body> tag
  • Check browser console for JavaScript errors
  • Ensure the form is in Published state (not Draft)
  • Confirm the form_id in the embed code matches a real form in your account

Form submitting but leads not creating

  • Check if the form has required fields that may not be mapped correctly
  • Open the form’s Responses tab to see if the submission was received but had validation errors
  • Contact support with the form ID and submission timestamp

Billing

Payment failed

  1. Ensure your card has sufficient funds
  2. Check whether your card issuer flagged the charge — contact your bank
  3. Try a different payment method
  4. If still failing, contact support@convertlycrm.com

Invoice not received

  • Check spam/junk
  • Log in → Dashboard → Billing → Invoices for a full history
  • Contact support if an expected invoice is not appearing

Automations

Automation not running

  1. Confirm the automation is enabled
  2. Check the trigger type — is the trigger event actually happening?
  3. Review the run log for the automation — go to Automations → [name] → Run Log
  4. Check if conditions are preventing the automation from running (all conditions must be true)

Automation running but email not delivering

  1. Check that SMTP is configured and working — go to Settings → Email → Send Test Email
  2. Verify the email template in the automation has a valid To address or uses a lead field that contains an email
  3. Check the recipient’s spam folder

Getting more help

If you cannot resolve an issue using this guide, contact support. Include:

  • Your account email
  • The issue you’re experiencing
  • Steps to reproduce
  • Any error messages

Contact Support →