Training Center → Troubleshooting → Module 01
Module 01 of 12 — Self-serve

CRM Sync Troubleshooting

CRM sync issues are the most common support request. This module covers the most frequent errors and their solutions.

Problem: Contacts not syncing to CRM

Diagnostic steps

  1. Go to Settings → Integrations → [Your CRM] → Sync Log
  2. Look for red error entries — note the error message and timestamp
  3. Common errors:
    • 401 Unauthorized — your OAuth token has expired. Reconnect the CRM integration.
    • 422 Unprocessable Entity — a required CRM field is missing. Check field mapping.
    • 429 Too Many Requests — hitting CRM rate limits. Enable "slow sync" mode.

Problem: Duplicate contacts in CRM

Enable deduplication under Settings → Integrations → Dedup Rules. Set the match key to "email address" — this matches on exact email before creating a new record. If duplicates exist already, use your CRM's native dedup tool to merge them; the platform cannot retroactively merge CRM records.

Problem: Wrong field values syncing

Review field mapping under Settings → Integrations → Field Mapping. Verify each platform field maps to the correct CRM field type (text to text, date to date, etc.).

⚠ Never disable and re-enable CRM sync while a campaign is running. This can trigger duplicate contact creation. If you must reconnect, pause all active campaigns first.

Module 01 / 12Next module →