Contact sync

We recommend checking the Contact Feed under the Connection status menu first. If this does not provide an answer please see common issues below:

The selected CRM segment doesn't have any contacts. If no contacts show on the status page in a few minutes it may mean that there are no contacts in the target segment so Outfunnel does not have anything to sync. Learn how to create segments in your CRM.
Contacts stuck in "syncing" status. Most of the times contacts stay in "syncing" status for a few minutes but in some cases they may be in this status for up to an hour. This indicates that Outfunnel has synced the change and it's already visible in the destination app but the destination platform has not indicated Outfunnel that the data is synced. This indication is usually sent by a webhook and we see that some platforms like Mailchimp can sometimes be delayed by up to an hour.
Data sync is in progress. If you see contacts in "Syncing" status then the sync is in progress and we recommend waiting for it to complete. Larger datasets (5000+ contacts) can take 20+ minutes to complete as we are limited by the destination app API limits.
App may be disconnected. If you see errors when editing the connection then open the Integrations page and reconnect your apps. Then restart the sync.
The email field is incorrect or missing. Any contacts that have a missing or erroneous email address will not get synced. (Error: y@y.com looks fake or invalid, please enter a real email address.)
Required fields. Destination platforms usually require some fields to be filled (ie email and/or name) and if a contact does not have the required fields then they are not synced. (Error: Please fill first name, last name or name field)
Contact has been deleted or is in a compliance state. If a contact has been deleted, unsubscribed or is in a compliance state on the destination platform (usually marketing tools), you may not be able to add them back. (Error: example@example.com is in a compliance state due to unsubscribe, bounce, or compliance review and cannot be subscribed)
Duplicate email. If you have several contacts with the same email address in your source segment, only the first contact with that email is synced. We suggest merging these contacts on the source platform to fix the issue. (Error: Another contact with ID 1234 synced with exactly the same email or Another contact with ID undefined synced with exactly the same email)
No admin rights. If Outfunnel has been connected to a non-admin user, we may not be able to sync all contacts. To solve this, please reconnect Outfunnel with an admin user.
Field content is incompatible between source and destination app. Some destination platforms apply data validation to fields so if the source field data is incorrect the contact may not sync or sync only the fields that pass validation
- Single/multiple option fields: In order for the data to sync the destination field needs to have the value created as an option.
- Phone fields: The destination field may only accept the phone number in a certain format: +12345678901 (country code and phone number). If the data on the source platform contains "-" or "." then it may not pass validation. To fix, simply edit the phone numbers on the source platform or sync the phone number to a text field.
- Address fields: Address may be incomplete. Error: Your merge fields were invalid. Field: ADDRESS, reason: Please enter a complete address)

Engagement sync

Here are some of the common issues why engagements are not recorded in the CRM:

Last 30-day engagement sync. Outfunnel only records engagements from campaigns that have been sent after setting up the connection and 30 days prior to that. Longer historical sync is available on demand - more info.
Hubspot A/B campaigns. Outfunnel does not yet support Hubspot A/B campaigns. Please reach out to support to let us know if this is critical for your business.
Manual unsubscribes nor synced. Outfunnel does not yet sync unsubscribes that have been initiated by the user. Only recipient initiated unsubscribes are synced.

CRM or marketing tool may be disconnected. If you edit the connection and you see both the CRM and Marketing tool fields under field mapping then you can skip this. If you see an error or if any of the fields are missing please reconnect your apps on the Integration page and then re-run the sync.
Brevo (formerly Sendinblue) automation and transactional campaigns. This is not yet supported by Outfunnel but we are working on it. Reach out for early access.
No send event recorded for Mailchimp campaign. If the Mailchimp email soft or hard bounces, then the send activity is not created in the CRM. This may also mean that if a contact soft bounces then no information is synced to the CRM until the soft bounce either turns into a send or hard bounce in Mailchimp.

Form sync

General (applies to all forms)

Here are some of the common issues why forms or fields don't show or why the submissions are not recorded in the CRM. If these steps don't resolve the issue, check for unique cases per form below.

Some or all of the forms are not visible in the selector.
- Timing issue: New form may not have been detected by Outfunnel. Simply submit a new form submission and click "Refresh fields" in the form selector.
- Non-public forms: Outfunnel can only detect publicly available forms. If they are hidden behind a sign in (ie staging site) then the forms won't show. Simply make them public and submit a test submission to see the form

Name field shows up as email in the CRM. This is a race condition with Outfunnel's web tracking workflow that creates contacts with their email address. To fix, disable contact creation from identification in web tracking workflows.
Some or all fields are not syncing to the CRM.
- If you sync data to single/multiple option fields and the value does not yet exist in the destination then the data does not sync over. Simply create the value in the destination app.

Form submit activities are not created in the CRM. Outfunnel uses the standard form submit activity if it exists in a CRM and creates a new activity type if it doesn't exist.
- HubSpot: If you don't see the activities in HubSpot, please enable the Outfunnel activity types by heading to a contact profile > Filter Activities > enable Outfunnel.
- Copper: If you don't see the activities in Copper, please ensure you have less than 25 activity types as this is the limit in Copper

Elementor forms, Contact Form 7, Gravity forms

Unable to activate Outfunnel's WordPress plugin. If you're getting an error message when activating the plugin or if your website crashes when you try to activate the plugin:
- Ensure you are on the latest version of Outfunnel's plugin
- Ensure you are on the latest version of WordPress and the form plugins
- Check your PHP version. The minimum supported is version 7.1.0 (released in 2015). Make sure to update your PHP version if it's lower than that.
Elementor forms something went wrong error. Ensure that you are on Elementor Pro plan.
Some or all of the forms are not visible in the selector.
- Firewall: Your website or WordPress uses a firewall that blocks incoming requests that Outfunnel makes. Please disable the firewall.
- REST API access disabled: A WordPress plugin has disabled REST API that Outfunnel uses to query forms. These plugins are usually optimization plugins like Perfmatters, WP Hardening etc.. To resolve, simply enable REST API through the plugin settings.
- One Gravity forms per domain: Outfunnel plugin can only be installed on one website at a time. For example, if you have the plugin installed on your staging site and live site then this may result in unexpected behaviour (data is pulled in from the last website it was installed on). To fix, uninstall the plugin from one site, then re-save the plugin on the other site and lastly confirm installation in Outfunnel
- Elementor form name changed: changed form name will only show when you resubmit a form
- Elementor custom id forms: Ensure you have not assigned a custom id to your Elementor form (Elementor form > Additional settings). If you have, recreate the form without a custom id or reach out to Outfunnel's support for help.
- Elementor global widget: Ensure you are not using a global widget in Elementor forms. If you are, you must first unlink the forms from the global widget and then you'll see them show up individually in Outfunnel to create a connection instead of showing up as a single form.

Wix forms

Some Wix forms are not visible. Outfunnel supports only new Wix forms. Old forms are not supported. To check which forms you have navigate to Wix > Choose site > Customers and Leads > Forms & Submissions > Check if the form shows under new or old form menu. If you have an old form, simply recreate it as a new form

Calendly forms

Some or all of the forms don't show in the selector. API access is not available on your plan or user. API access in Calendly is available for Standard, Teams, Professional and Enterprise plans. Please also ensure that you have admin account rights in Calendly.

💡 Important: once you upgrade the Calendly plan or get admin rights, reconnect Calendly through the integrations page

Facebook (Meta) instant forms

Some or all of the forms don't show in the selector.
- Ensure you have at least one lead ad
- Check that you have admin permissions for the page and admin permissions for the ad account.
- Ensure that you are connected to the correct page. If you see forms from another page, simply disconnect Facebook from https://app.outfunnel.com/integrations and then reconnect
- Ensure you have accepted terms of service. You can check this through https://www.facebook.com/ads/leadgen/tos
- Check that you have leads access. Please head to https://business.facebook.com -> Business settings -> Integrations -> Lead Access -> CRM. Add Outfunnel and enable permissions
  - If you don't see CRM then the connected user is missing permissions for that page. Reach out to page admin to ask for admin permissions
Contact is not getting created in the CRM.
- Ensure that you are using the pre-filled email field in the Facebook Lead Ads instead of a custom field
- Check that you have leads access. Please head to https://business.facebook.com -> Business settings -> Integrations -> Lead Access -> CRM. Add Outfunnel and enable permissions. If you don't see CRM then the connected user is missing permissions for that page. Reach out to page admin to ask for admin permissions
- Submit a lead via https://developers.facebook.com/tools/lead-ads-testing/ (use preview form) and Click on "Check status".
  - If the status shows failure with error code 103: "CRM access has been revoked from Lead Access Manager" then reset your permissions by going to FB Business Manager > Integrations > Leads Access > Select the relevant page > click on "Reset default access".
  - Then, disconnect and reconnect Facebook in Outfunnel.

Linkedin Lead ad forms

Some or all of the forms don't show in the selector.
- Ensure you have at least one lead ad
- Linkedin: Check that you have Campaign Manager access by going to https://www.linkedin.com/campaignmanager/accounts/ and checking if you can see Lead Gen forms. If not, please reach out to the admin of that account to ask for access.
No form fills show up on the status page in Outfunnel
- Try submitting a test lead via either of the options outlined here.

Webflow forms

Forms or fields not visible. Webflow only exposes forms and fields after the site is published. If you've just added a form or a new field, publish your Webflow site and then click "Refresh fields" in Outfunnel.
Form submissions are not reaching Outfunnel. Ensure the Webflow site is connected to the correct Webflow workspace in Outfunnel. If you recently moved the site to a different workspace, reconnect Webflow from the Integrations page.

Webhook forms

"Click to verify" doesn't show any fields.
- No test entry received: Make sure you've submitted a test entry in your form tool after pasting the webhook URL. The verify step only shows fields once a payload has been received.
- Nested payload: Outfunnel currently supports flat JSON objects only. Tools like Framer send flat JSON and work out of the box. Nested payloads like { "contact": { "email": "..." } } are not yet supported — reach out to support via the chat widget if your form tool sends a nested payload.
New fields added to the form are not appearing. Submit a new test entry from your form tool so Outfunnel receives an updated payload, then click "Refresh fields" in the field mapping step.
Removed fields are still showing in Outfunnel. Stale fields are not cleaned up automatically. As a workaround, create a new webhook to refresh the field list. You can see all your webhooks at app.outfunnel.com/integrations/custom-form-webhooks.
Form submissions are not reaching Outfunnel. Double-check that the unique Outfunnel webhook URL is still pasted correctly in your form tool's webhook settings. If the URL was regenerated or the form tool was reconfigured, the submissions may be going nowhere.
Submissions without an email address. Outfunnel uses email as the unique identifier to link contacts. Submissions without an email cannot be linked and will surface as errors on the sync status page. Make sure your form requires an email field.
Multiple forms sending to one webhook. We recommend creating one webhook per form. Sharing a single webhook across multiple forms makes field mapping inconsistent and troubleshooting harder.