Lead troubleshooting

Most lead problems are one of a small number of things, and nearly all of them are visible somewhere on screen if you know which pill to read. Find your symptom below.

The queue

Symptom	Cause	Fix
A lead you know exists is not in the list	It converted, and converted leads leave the queue	Open the client record
Lost leads are missing	They are hidden by default	Turn on Include lost leads in the Filters drawer
Ticked rows disappear when you filter	Changing a filter clears the selection	Finish the bulk action, then re-filter
New leads are never assigned to anyone	Intake mode is Manual only, or the routing pool is empty	Check Lead settings → Intake and the Routing pool chip
The Attention lens holds nearly everything	The first-touch SLA is shorter than your real response time	Raise the Default first-touch SLA
A lead well inside its SLA is sitting in Attention	The lens also collects leads with no owner and leads with a follow-up due today or earlier	Assign it, or move the follow-up date. Nothing is wrong with the clock
The same tag appears twice in different cases	Tags are case-sensitive and are never lower-cased	Pick one casing, re-tag, and delete the other
An export stopped partway	A page of the export failed	Use Retry export, or Start a new export
A CSV import updated leads instead of adding them	Rows are matched by email	Expected. Change the email if you truly want a second record

Forms: building and mapping

Symptom	Cause	Fix
Form answers arrive but the lead's Email or Phone is blank	The field was never mapped, so the answer stayed on the submission record	Set Maps to lead field on the Build tab, then save and publish
A Maps to lead field pill is missing from a field	Another field already claimed that lead column	Clear it on the other field first — a column can only be claimed once
Submissions create duplicate leads for the same person	Merge returning visitors is off, or no field maps to Email or Phone	Turn it on in After submit and map a matching field
Save is refused	A field has no label, or a choice field has no options	Complete the field the editor names
A long form will not save	You are over the 60-field cap	Split it into two forms
A hidden field submits nothing	The editor has no input for a hidden field's value	Do not depend on hidden fields

Forms: publishing and the link

Symptom	Cause	Fix
A published form's link shows a neutral not available page	Hosted pages are not switched on for the workspace yet, the form is Draft or Archived, or there is no verified domain	Read the Share tab pill. Published — waiting for hosted pages means the platform switch is still off — contact Zyan
Publish is greyed out or refuses	One of the publish checks failed	Fix whichever is named: a valid slug; at least one field; every field complete; an Email or Phone field
Edits to a live form do not show for visitors	The hosted page serves the last published version, not your saved draft	Save changes, then Publish. The version number goes up
“A form with that link already exists — pick another slug.”	Another form in the workspace holds that slug	Change the Link slug on the Details card
A link you shared earlier stopped working	The slug was changed	Change it back, or reshare the new link
No link or snippet is offered at all	There is no verified domain	Add one under Settings → Domains
The embed's last field is cut off	An iframe cannot grow to fit its contents	Raise min-height past the form's tallest state, or use the script loader

The capture API

Symptom	Cause	Fix
Every request returns Not found	No token has been generated, the token is wrong, it was rotated, or the endpoint was disabled	Open Lead settings → Integration. If the pill reads Not configured, click Generate token. The endpoint deliberately never says which of these it is
Requests are rejected before the token is even checked	The publishable key headers are missing	Send the workspace publishable key as both the apikey header and Authorization: Bearer, exactly as the copied Request snippet shows
A 400 on every request	A required field is missing	name, email, subject and message are all required
Too many requests	You hit a rate cap — 100 leads an hour on the capture endpoint, or a hosted form's per-IP or per-workspace cap	Wait for the hour to roll over. When testing from one machine, the per-IP cap bites first
A large request is rejected	The body is over 32 KB	Trim the payload
A 400 on a request that looks complete	The message tripped the spam keyword filter	Reword the message, or capture that page through a hosted form instead
You lost the capture token	It is shown exactly once, right after generating or rotating	Click Rotate token, copy the new one immediately, and update your form
Requests stopped working the moment you rotated	Rotating kills the old token instantly	Paste the new token into every caller

External form providers

Symptom	Cause	Fix
An external form will not turn on	No field maps to Email or Phone	Map one before enabling
The mapping cannot be edited	The form is enabled	Pause it first, then edit the mapping or refresh its fields
The card reads Not receiving although the connection looks fine	The matching form in Lead Manager is not published	Open Leads → Forms and check it is not Draft or Archived
The card reads Reconnect required	The provider account connection lapsed	Reconnect the account on the provider card
A form disappeared from Zyan's editor controls	External form fields are owned by the provider and read-only here	Change them at the provider, then pause, refresh and re-map

Website visitors and LeadPost

Symptom	Cause	Fix
LeadPost's Test Webhook reports nothing stored	The site is still Pending install, and Zyan refuses deliveries until it is activated	Click I've installed it / Activate in Zyan first, then Test Webhook, then Enable
The webhook URL is gone	It is revealed exactly once	Re-mint webhook, copy the new URL, and update LeadPost
Deliveries stopped after a re-mint	The previous URL was invalidated immediately	Paste the new URL into LeadPost
The Visitors page shows No BYO visitor-ID sites yet	No LeadPost site is connected	Add a site on the LeadPost card
A visitor row cannot be discarded or restored	It already became a lead	Work it in Lead Manager
A bulk triage run only handled some rows	Bulk triage is capped per run	Read the summary and run the rest

Prospecting

Symptom	Cause	Fix
The Contact & company filters are locked	No contact-data provider is connected to the workspace	An owner connects Apollo or People Data Labs in Settings → Integrations; the badge flips from Provider needed to the provider's name
A search stopped partway	A budget stopped the turn	Click the Continue searching chip
Fewer leads were created than rows selected	Contacts with no reachable email or phone are skipped	Expected
Results you have seen before	They came from an earlier search	Look for the Found earlier badge, or turn on Exclude previously found businesses
An SMS campaign will not send	Arming a prospecting SMS campaign is owner-only, and needs an OpenPhone campaign number	Ask an owner

Automations

Symptom	Cause	Fix
A form-scoped automation never fires although leads are arriving	Those leads came from the raw capture endpoint, which carries no form id	Use an unscoped lead created trigger, or move that form onto a hosted Zyan form
The automation card on the Share tab is disabled	The form has unsaved changes	Save the form first
An automation fires twice	Every hosted-form submission also fires the general lead created trigger	Scope one of the two, or use only the general trigger

Related

• How leads reach Zyan
• Create a lead form
• Connect an external form
• Common issues across Zyan