Leads don't come into the CRM or don't sync

Question 1

Is the source linked to the CRM?

Accepted Answer

A form or other source only creates leads if it's connected as a CRM lead source. If you created it recently, check that it's linked. On the form, confirm that Enable in CRM is active. See Turn responses into CRM leads (with their origin campaign). The linked source appears in CRM > Settings, in the lead sources. If the form receives responses but doesn't create leads, the problem is almost always here.

Question 2

Is the form active?

Accepted Answer

A form in Paused state doesn't receive submissions: the link responds with an error and nothing arrives, neither to email nor to the CRM. Go to Management > Web Forms and confirm it's Active.

Question 3

Is the email mapped?

Accepted Answer

The CRM identifies each person by their email. If the form doesn't have a field mapped to email, the response can arrive but not become a usable lead. Check that the form has an Email type field, mapped to the CRM's email template. If you changed the fields recently, re-check the source's mapping.

Question 4

Is it a permissions or assignment issue?

Accepted Answer

If leads come in but you don't see them, it may be access, not sync: You need to be a CRM member to see the inbox. If there are assignment rules, maybe the leads are reaching someone else. Check the rule in CRM > Settings. See From prospect to close: how your CRM works. To test the full circuit without waiting for real traffic, use Test form on the form: it triggers the validation, the email, and —if linked— the lead creation. See My form doesn't receive responses.