Troubleshooting

Common issues and solutions when working with CRM.

Contacts Not Syncing to PSA

Symptom: You promoted a company to a PSA client, but contacts didn't appear in PSA.

Fixes:

1. Promotion not completed — Open the company in CRM and verify its status is Customer. If it's still "Prospect" or "Active," the promotion didn't complete.
2. Bus event delay — Company-to-client promotion uses the Bus event mesh. Events are asynchronous and may take up to 30 seconds. Wait and check PSA again.
3. Integration key mismatch — Verify that CRM_INTEGRATION_KEY in PSA matches PSA_INTEGRATION_KEY in CRM. Mismatched keys cause silent failures.
4. Contact has no email — PSA requires an email address for contacts. Contacts without email are skipped during sync.

Email Sequence Not Sending

Symptom: You enrolled a contact in a sequence, but they haven't received any emails.

Fixes:

1. Consent status — CRM blocks sends to contacts with consent status "Opted Out" or "Unknown." Check the contact's consent fields and update to "Opted In" if appropriate.
2. Suppression list — The contact's email may be on the suppression list (bounced, complained, or manually suppressed). Check Marketing > Email Compliance.
3. Sequence paused — Verify the sequence status is Active, not Paused or Draft.
4. Mailbox not connected — Sequence emails require a connected M365 mailbox. Go to Settings > Email Sync and verify a mailbox is connected and sync is enabled.
5. Contact status — Contacts with status "Bounced" or "Unsubscribed" are blocked from receiving emails.

💡Check the contact's Sequences tab to see their enrollment status and which step they're on. If the step shows "Waiting," they're in a delay period between emails.

Duplicate Contacts After Import

Symptom: After a CSV import, you have duplicate contact records.

Fixes:

1. Run deduplication — Go to CRM > Deduplication to see detected duplicates. CRM uses name similarity (Levenshtein distance) and exact email matching.
2. Merge duplicates — Select the primary record for each pair and merge. All activity and associations transfer to the primary.
3. Prevent future duplicates — Before importing, export your current contacts as CSV and de-duplicate externally. Use email address as the unique key.

Deal Revenue Not Appearing in Forecast

Symptom: A deal has a value but doesn't appear in the forecast numbers.

Fixes:

1. Probability is zero — If the deal's stage has 0% probability, its weighted value is $0 and it won't contribute to the forecast. Set an appropriate probability on the stage.
2. Wrong period — The forecast filters by expected close date. If the deal's close date is outside the selected forecast period, it won't appear.
3. Deal status — Only "Open" deals appear in the active forecast. Won deals appear under "Closed Won" and lost deals are excluded.
4. Pipeline filter — Verify you're looking at the correct pipeline in the forecast view.

GDPR Erasure Not Completing

Symptom: You initiated a GDPR erasure but the contact record still exists.

Fixes:

1. Linked invoices in Books — Contacts with associated invoices in Books cannot be fully deleted. The personal data is removed but the financial record reference is preserved. This is by design for legal compliance.
2. Active sequences — The contact must be removed from all active sequences before erasure completes. CRM normally handles this automatically, but if a sequence is stuck, manually pause it first.
3. Processing delay — Erasure is processed asynchronously. Wait 60 seconds and refresh.

Unsubscribe Not Honored

Symptom: A contact clicked unsubscribe but is still receiving emails.

Fixes:

1. Sequence state — Check if the contact has multiple active sequence enrollments. Unsubscribe removes them from all sequences, but verify by checking the contact's Sequences tab.
2. Suppression list — Verify the email appears on the suppression list at Marketing > Email Compliance. If not, add it manually.
3. Cache timing — Suppression list updates propagate within seconds, but if an email was already queued for sending at the moment of unsubscribe, it may still deliver. This is a one-time race condition.

⚠️If a contact reports they're still receiving emails after unsubscribing, investigate immediately. Continued sends after opt-out violate CASL and CAN-SPAM.

Activity Log Not Showing Email Opens

Symptom: You sent an email but no "opened" event appears in the activity log.

Fixes:

1. Pixel tracking blocked — Many email clients (Apple Mail, Outlook with privacy settings) block tracking pixels. Open tracking is best-effort, not guaranteed.
2. Plain text email — Open tracking requires the HTML version of the email. Plain-text-only emails cannot track opens.
3. Not yet opened — The recipient may not have opened the email yet. Opens are logged in real-time when the tracking pixel loads.

Pipeline Stages Not Saving

Symptom: You edited pipeline stages but the changes didn't persist.

Fixes:

1. Character limit — Stage names have a maximum length. Shorten the name and save again.
2. Missing Won/Lost — Every pipeline must have exactly one stage marked as Won and one as Lost. If you removed these flags, the save will fail.
3. Duplicate stage names — Stage names must be unique within a pipeline.

Deal Stuck in Wrong Stage

Symptom: A deal appears in a stage it shouldn't be in, or won't move to the correct stage.

Fixes:

1. Automation rule conflict — Check Automation > Deal Rules for rules that automatically move deals. A rule may be overriding your manual stage change.
2. Permission — Verify you have permission to modify deals in this pipeline. Some pipelines may restrict stage changes to deal owners or managers.
3. Browser cache — Hard refresh (Cmd+Shift+R) and try again. The Kanban board caches deal positions.

CRM Data Not Appearing in PSA

Symptom: PSA sidebar doesn't show CRM pipeline data or activity for a client.

Fixes:

1. Company not linked — The PSA client must be linked to a CRM company. Check that the CRM company ID matches in both systems (set during company-to-client promotion).
2. Integration key — Verify CRM_API_URL and CRM_INTEGRATION_KEY are configured in PSA's environment.
3. Bus event delay — Some data syncs via Bus events with up to 30 seconds of delay. For real-time data (pipeline context, health score), PSA uses direct API calls.
4. API connectivity — If the CRM API is unreachable from PSA, the sidebar widget will show an error. Check that both apps can communicate over the network.

How to Contact Support

If you can't resolve the issue:

1. Email [email protected]
2. Include:
   • Your organization name
   • The affected contact, company, or deal (name or ID)
   • What you expected to happen vs. what actually happened
   • Screenshots if applicable
   • The approximate time the issue occurred

💡Check the audit log in Settings > Audit Log for relevant events around the time of the issue. Include any error details in your support request.