> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gettap.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Integration troubleshooting

> Diagnose leads that aren't reaching your CRM, or arriving wrong.

Work through these in order. The first section eliminates the most common causes fastest.

<Frame caption="Start here — a connector that isn't connected explains most of it">
  ![The Integrations screen showing each connector's connection status.](https://cdn.gettap.co/docs/images/screens/teams-integrations.png)
</Frame>

## Nothing is syncing at all

<Steps>
  <Step title="Confirm the lead exists in Tap">
    Open **Leads**. If the lead isn't there either, this isn't an integration problem — the capture didn't complete. Check [Collecting leads](/en/leads/collecting-leads).
  </Step>

  <Step title="Check the department has CRM access">
    CRM access is **deny-by-default**. A department with no explicit grant can't sync. This is the single most common cause, and it's invisible unless you go looking — the capture itself succeeds normally.

    **Departments → the department → Permissions → CRM access.**
  </Step>

  <Step title="Check which connection is being used">
    A member's personal CRM connection overrides the company one. If a rep connected their own account during a trial, their leads are going there. See [which connection gets used](/en/integrations/overview#which-connection-gets-used).
  </Step>

  <Step title="Check for required CRM fields">
    If your CRM marks a property as required and nothing is mapped to it, every sync fails. Either map something to it or make it optional in the CRM.
  </Step>

  <Step title="Re-authorize the connection">
    Access can be revoked from the CRM side — a password change, an admin removing the app, or a token expiring. Disconnect and reconnect in **Integrations**.
  </Step>
</Steps>

## Leads sync but fields are empty

<AccordionGroup>
  <Accordion title="The field has no mapping" icon="link-slash">
    Custom fields don't map themselves. Open [Field mapping](/en/integrations/field-mapping) and check the field appears with a CRM target next to it.
  </Accordion>

  <Accordion title="A field's name was changed" icon="key">
    Mappings point at a field's `name`, not its `label`. If someone deleted a field and recreated it with the same label, the new one has a different name and the old mapping no longer matches anything. Re-map it.
  </Accordion>

  <Accordion title="The type doesn't match" icon="shapes">
    Free text pushed into a CRM dropdown or date field is rejected. Sometimes the whole record fails, sometimes just that field is dropped. Match types on both sides.
  </Accordion>

  <Accordion title="The visitor left it blank" icon="pen">
    Worth ruling out before anything else. Open the lead in Tap — if the value is empty there, nothing was captured and the integration is behaving correctly.
  </Accordion>
</AccordionGroup>

## Leads land under the wrong owner

Owner assignment matches the capturing member's Tap email to a CRM user's email. Mismatched addresses mean no match, and no match means your CRM's default owner.

<Steps>
  <Step title="Compare the two email addresses">
    The member's Tap email and their CRM login email must be identical.
  </Step>

  <Step title="Confirm the CRM user is active">
    Deactivated CRM users can't be assigned as owners.
  </Step>

  <Step title="Wait a few minutes for newly added users">
    Owner lookups are cached for about 10 minutes. A CRM user added moments ago may not be assignable yet.
  </Step>
</Steps>

## Duplicate contacts appear

Tap matches on email address. Two captures of the same person with two different addresses — work at one event, personal at another — are two different people as far as any CRM is concerned.

Use your CRM's own deduplication tools to merge them. Making `email` a required capture field reduces how often this happens.

## Meeting summaries aren't arriving

<AccordionGroup>
  <Accordion title="The meeting hasn't finished processing" icon="hourglass">
    Transcription and analysis take time after the recording ends. The summary syncs when analysis completes, not when recording stops.
  </Accordion>

  <Accordion title="Transcription minutes are exhausted" icon="ban">
    A meeting rejected for quota never produces a summary, so nothing syncs. Check [plans and limits](/en/getting-started/plans-and-limits).
  </Accordion>

  <Accordion title="The lead itself never synced" icon="user-slash">
    Meeting summaries attach to the contact record. If the contact isn't in the CRM, there's nothing to attach to — fix the contact sync first.
  </Accordion>
</AccordionGroup>

## Notes aren't reaching the CRM

Each note tracks its own delivery, so check the badge on the note itself rather than the lead.

<AccordionGroup>
  <Accordion title="The note says 'Waiting to sync'" icon="hourglass">
    It's a voice note that hasn't been transcribed yet. There's nothing to send to the CRM until there is. It will go on its own once transcription finishes.
  </Accordion>

  <Accordion title="The note says 'Not in CRM yet'" icon="cloud-arrow-up">
    Use **Sync to CRM** on the note, or **Resync to CRM** from the note menu if a previous attempt failed.
  </Accordion>

  <Accordion title="Sync Notes is switched off" icon="toggle-off">
    Notes only travel if **Sync Notes** is enabled on that CRM connection — the lead still syncs, but the note text is stripped from the push. Check **Integrations → the connection → Sync Notes**.
  </Accordion>

  <Accordion title="An edited note still shows the old text in the CRM" icon="pen">
    Editing a synced note corrects the CRM record in place — but only for notes filed from September 2026 onward. Older notes have no link back to the record they created, so they're never duplicated and never corrected. Fix those in the CRM directly.
  </Accordion>

  <Accordion title="A note appears twice in HubSpot" icon="copy">
    On HubSpot a note is a separate object, so every push creates a new one. If you see two copies of an older note, both were pushed before per-note delivery tracking existed. Delete the stale one in HubSpot; new notes won't repeat it.
  </Accordion>
</AccordionGroup>

See [Notes](/en/leads/notes).

## Still stuck

Contact [support](mailto:support@gettap.co) with the lead's name and capture time, the CRM and the account it should have reached, and what you see in Tap versus what you see in the CRM. Those three things resolve most tickets on the first reply.


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