Troubleshooting

This guide covers common issues users encounter and how to resolve them. If you don't find a solution here, contact our support team for personalized assistance.

Tracking Pixel Issues

Not Seeing Any Visitors

Problem: The tracking pixel is installed but no visitors are appearing in your dashboard.

Solutions:

1. Verify pixel installation:

• Open your website in a browser

• Right-click and select "Inspect" or press F12

• Check the Network tab for requests to leadextract.com

• Verify the pixel is firing on page load

2. Check your Account ID:

• Ensure the Account ID in your tracking pixel matches your Lead Extract account

• Find your Account ID in Settings > Tracking Pixel

3. Wait for data to appear:

• It can take up to 2 hours for the first data to appear

• Your own company's visits are automatically excluded

4. Check for conflicts:

• Disable ad blockers or privacy extensions temporarily

• Check if your Content Security Policy (CSP) blocks the pixel

Pixel Not Loading

Problem: The tracking pixel script fails to load or shows console errors.

Solutions:

• Check script placement: The pixel should be placed before the closing </body> tag

• Verify script integrity: Make sure you copied the complete script without modifications

• Check for syntax errors: Look for missing quotes, brackets, or tags around the pixel code

• Test on different browsers: See if the issue is browser-specific

Identification Issues

Low Identification Rate

Problem: You're seeing traffic but very few companies are being identified.

Explanation:

Company identification depends on several factors:

• Business IP addresses: Visitors must be on a company network (not home wifi/mobile)

• Database coverage: The company must be in our global database

• B2B vs B2C: B2B sites typically see 15-30% identification, B2C sites see lower rates

Expected Rates:

• B2B websites: 15-30% identification rate

• B2C websites: 5-15% identification rate

• Enterprise/SaaS: 20-35% identification rate

Missing Company Information

Problem: Companies are identified but missing key details like industry, size, or revenue.

Explanation:

Not all company data is available for every organization. Data completeness varies by:

• Company size (larger companies have more complete data)

• Region (US/EU companies have better coverage)

• Public vs private companies

• Industry and data availability

Integration Issues

CRM Integration Not Syncing

Problem: Leads aren't appearing in your CRM despite successful identification.

Solutions:

1. Check connection status:

• Go to Settings > Integrations

• Verify the integration shows "Connected"

• Try disconnecting and reconnecting

2. Review automation settings:

• Ensure automations are enabled and active

• Check if conditions are too restrictive

• Review Failed Automations for error messages

3. Verify CRM permissions:

• Ensure Lead Extract has permission to create leads/contacts in your CRM

• Check if API limits are reached in your CRM

Webhook Not Receiving Data

Problem: Your webhook endpoint isn't receiving visitor data.

Solutions:

• Verify endpoint URL: Ensure the webhook URL is correct and accessible

• Check response codes: Your endpoint must return a 200 status code

• Review webhook logs: Check Settings > Webhooks for delivery attempts and errors

• Test with a service: Use webhook.site to test if payloads are being sent

Account & Billing Issues

Can't Log In

Problem: Unable to access your account.

Solutions:

• Reset your password: Use the password reset feature

• Check your email: Make sure you're using the correct email address

• Clear browser cache: Try clearing cookies and cache or use incognito mode

• Contact support: If the issue persists, reach out to our team

Unexpected Credit Usage

Problem: Credits are being consumed faster than expected.

Explanation:

Review the Credits System guide. Remember that:

• Each unique company identified consumes 1 credit

• Return visits from the same company don't consume additional credits

• Credits reset monthly and don't roll over

Performance Issues

Dashboard Loading Slowly

Problem: The Lead Extract dashboard is slow to load or respond.

Solutions:

• Reduce date range: Try viewing a shorter time period (e.g., last 7 days instead of 90 days)

• Clear filters: Remove complex filters that might slow down queries

• Check internet connection: Ensure you have a stable connection

• Try a different browser: Test if the issue is browser-specific

Still Need Help?

If you've tried these solutions and still experience issues:

1. Search our knowledge base for more specific articles

2. Contact support at support@leadextract.com

3. Use the chat widget for real-time assistance

When contacting support, please include:

• Your account email address

• A detailed description of the issue

• Steps you've already tried

• Screenshots if applicable

• Browser and operating system information