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🚩 Common reasons data is not syncing as expected

Having trouble syncing contacts or engagements? Don’t worry – we’ll walk you through it and help you get everything in order.

Updated over a week ago

Contact sync

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

  • The selected CRM segment doesn't have any contacts. If there are no contacts then Outfunnel can't sync anything to the marketing tool. Learn how to create segments in your CRM.
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  • Data sync is scheduled but not yet completed. Outfunnel is not (yet) real-time but runs the sync every 2 hours. We recommend clicking "Sync now" to trigger an instant sync - data should get synced within 10 minutes
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  • 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.

  • 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.)

  • Field requirements in the marketing platform. If the marketing platform has been configured to require certain fields filled, and the corresponding fields are empty in the CRM, the marketing platform API rejects these contacts. (Error: Your merge fields were invalid. Field: ADDRESS, reason: Please enter a complete address)

  • Contact has been deleted or is in a compliance state. After you delete and remove a contact from a Mailchimp Audience, you won’t be able to add them back to the same Audience. The solution is to subscribe this contact to a new Audience. If the contact is in a compliance state (cleaned contacts, for example), the same applies. (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 emails in your CRM with the same email address, we only sync the contact that Outfunnel finds first. Our suggestion is to merge the duplicate contacts in the CRM 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 CRM user, we won’t be able to sync private contacts. To solve this, please reconnect Outfunnel with an admin user.
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  • Field content is incompatible between source and destination app.

    • 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 the following format: +12345678901 (country code and phone number)

  • Damaged data connections. Finally, sometimes making changes to fields or contents of fields that are synced via Outfunnel on the marketing tool end may result in partially disabling Outfunnel connections.

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.
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  • 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. Outfunnel does not yet support Brevo automation or transactional campaigns due to limitations from Brevo API. We recommend reaching out to Brevo to let them know that you'd like to have API access for automation campaigns to speed up them adding support for this.
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  • 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 (Elementor forms, Contact Form 7, Wix, Gravity 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.

  • 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:

  • Something went wrong error when confirming Elementor form configuration. Please ensure that you are on Elementor Pro plan.

  • Some or all of the forms don't show in the selector.

    • All: New form may not have been detected by Outfunnel. Simply submit a new form submission and click "Refresh fields" in the form selector.

    • All: Outfunnel can only detect publicly available forms. If they are hidden or 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

    • All: Your website or WordPress uses a firewall that blocks incoming requests that Outfunnel makes. Please disable the firewall.

    • All: 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.

    • Gravity forms: 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

    • Wix forms: Wix Studio builder forms are not yet supported. Only the Classic builder is supported

    • Elementor forms: changed form name will only show when you resubmit a form

  • Contacts and/or form submit activities are not created in the CRM. Outfunnel adds a Form Submit activity automatically to a contact that matches the email that was used in the form. If a contact doesn't exist with this email an new contact is created
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    • Ensure that the email address that was submitted is valid

    • 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.

    • 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

    • If you don't see Form Submit activities from Elementor Forms, please ensure you have not assigned a custom id to your form (Elementor form > Additional settings). If you have, please recreate the form without a custom id or reach out to Outfunnel's support for help.

    • If you don't see Form Submit activities from Elementor Forms, please ensure you are not using a global widget. 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.
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  • Some or all fields are not syncing to the CRM.

    • Outfunnel does not overwrite existing fields in the CRM so if the contact existed in the CRM before the form submit then the fields don't get updated

    • Ensure that you don't have a form > CRM contact creation workflow set up in another app (ie. Zapier, native plugins etc.). The other app may create the contact first and in that case, Outfunnel doesn't overwrite the existing data.

Meeting sync (Calendly)

Here are some of the common issues why meeting types don't show or why the submissions are not recorded in the CRM:

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

  • Some or all fields are not syncing to the CRM.

    • Outfunnel does not overwrite existing fields in the CRM so if the contact existed in the CRM before the meeting was submitted then the fields don't get updated

    • Ensure that you don't have a Calendly > CRM contact creation workflow set up in another app (ie. Zapier, native plugins etc.). The other app may create the contact first and in that case, Outfunnel doesn't overwrite the existing data.

Ad form sync (Facebook, Linkedin)

Here are some of the common issues why forms or fields don't show or why the submissions are not recorded in the CRM:

  • Some or all of the forms don't show in the selector.

    • Ensure you have at least one lead ad

    • Missing admin access

      • Facebook: Check that you have admin permissions for the page and admin permissions for the ad account.

      • 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.

    • Facebook: ensure that you are connected to the correct page. If you see forms from another page, simply disconnect Facebook from https://app.outfunnel.com/account/integrations and then reconnect

    • Facebook: ensure you have accepted terms of service. You can check this through https://www.facebook.com/ads/leadgen/tos

    • Facebook: Check that you have leads access. Please head to https://business.facebook.com -> Business settings -> Integrations -> Lead Access -> CRM. Add Outfunnel and enable permissions

  • Contact is not getting created in the CRM.

    • Facebook:
      1. Submit a lead via https://developers.facebook.com/tools/lead-ads-testing/ (use preview form).
      2. Click on "Check status".
      3. 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".
      4. Then, disconnect and reconnect Facebook in Outfunnel.
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  • Some or all fields are not syncing to the CRM.

    • Outfunnel does not overwrite existing fields in the CRM so if the contact existed in the CRM before the form submit then the fields don't get updated

    • Ensure that you don't have a form > CRM contact creation workflow set up in another app (ie. Zapier, native plugins etc.). The other app may create the contact first and in that case, Outfunnel doesn't overwrite the existing data.

    • Facebook: Ensure that you are using the pre-filled email field in the Facebook Lead Ads instead of a custom field

Couldn’t find a solution? Contact us at support@outfunnel.com and we’ll help you out.

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