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Troubleshooting and FAQ ​

Use this section when something in LeadBox does not behave the way you expect. Start with the issue that matches what you are seeing, follow the in-app checks, and use support when the app indicates the issue is not fully self-serve.

What this section is for ​

The strongest troubleshooting surfaces today are:

  • Settings -> Billing
  • Settings -> Integrations
  • Settings -> Compliance
  • Outreach -> Campaigns
  • Outreach -> Webforms
  • Settings -> Members

In most cases, the fastest path is to go to the matching page, confirm the visible status labels, and then decide whether the issue is something you can fix yourself or something that should go to support.

Billing and credits checks ​

Go to Settings -> Billing.

Recognition cues to look for:

  • Wallet
  • Available credits
  • Trial active
  • Trial exhausted
  • Trial expired
  • Top-up locked
  • Buy credits
  • Cancel Plan
  • Upgrade to Annual
  • Cancels at period end

Use this page first if:

  • trial credits are exhausted
  • the trial expired and sending is still blocked
  • you are unsure whether the issue is your subscription or your credits
  • you expected the annual bonus already

Self-serve checks:

  • Confirm whether the issue is product access or sending credits.
  • If trial is still active, expect paid top-ups to stay locked.
  • If trial is expired, expect sending to remain blocked until paid credits are available.
  • If you expected annual bonus credits, treat billing state as backend-confirmed billing truth rather than relying on a checkout return page alone.

Support is the right next step if billing looks ready but the visible billing state still does not update after refresh.

Email setup and sending checks ​

Go to Settings -> Integrations.

Recognition cues to look for:

  • Email Integrations
  • Mock
  • Postmark
  • Sender identity
  • Sender verified - real sends enabled
  • Awaiting sender confirmation
  • Sender not set
  • Domain verification
  • DKIM
  • Return-Path
  • Refresh status
  • Resend confirmation email

Go to Settings -> Compliance when the issue may involve permission, unsubscribe, or suppression rules.

Recognition cues to look for there:

  • Email compliance mode
  • safe
  • off
  • Unsubscribe text settings
  • Email suppressions

Use these pages first if:

  • Mock is still selected instead of Postmark
  • the sender is still awaiting confirmation
  • DKIM or Return-Path is pending
  • sends are blocked by suppressions or compliance state

Self-serve checks:

  • Switch from Mock to Postmark when Postmark is available.
  • Save the sender identity and use Resend confirmation email or Refresh status if confirmation is still pending.
  • Use Refresh status in domain verification after DNS changes.
  • Review suppressions and compliance settings if non-transactional sending is blocked.

Contact support if you see:

  • Email server not provisioned — contact support
  • Postmark is currently unavailable for this workspace.
  • repeated sender-signature resolution failures after retry

Campaign launch checks ​

Go to Outreach -> Campaigns.

Recognition cues to look for:

  • Campaign sending is disabled
  • Go to Email Integrations
  • Launch campaign
  • Launch Details
  • Audience (Segment)
  • Sequence
  • Linked webform

Use this area first if:

  • an email campaign will not launch
  • the segment is not Active
  • the sequence or template is not ready
  • the sequence uses but no linked webform is selected
  • a form campaign is missing its linked webform

Self-serve checks:

  • If Campaign sending is disabled is visible, use Go to Email Integrations.
  • Confirm the selected segment is Active.
  • Confirm the selected sequence is ready and not missing a ready template.
  • If the campaign expects , add the linked webform.
  • For form campaigns, confirm Linked webform is set.

Support is the right next step when the app shows the setup should be ready, but refresh and normal checks still do not clear the blocker.

Webform checks ​

Go to Outreach -> Webforms.

Recognition cues to look for:

  • Draft
  • Active
  • Archived
  • Hosted URL
  • Copy hosted URL
  • Copy iframe embed
  • Enable double opt-in
  • Enable welcome / auto-reply email

Use this area first if:

  • a form is not publicly available
  • you need the hosted link or embed code
  • the form campaign depends on a linked webform
  • you are checking whether follow-up timing depends on double opt-in

Self-serve checks:

  • A form must be Active to be publicly available.
  • Use Hosted URL and Copy hosted URL for the hosted version.
  • Use Copy iframe embed for the embedded version.
  • If welcome email timing is set to after confirmation, confirm double opt-in is enabled.

Support is usually not the first step here unless the app shows the form should be available and the visible publish state still does not behave as expected after rechecking.

Members and access checks ​

Go to Settings -> Members.

Recognition cues to look for:

  • No access to Members
  • Pending invites
  • Active
  • Deactivated
  • Pending
  • Accepted
  • Revoked
  • Expired

Use this area first if:

  • you cannot open Members
  • an invite looks stuck
  • you cannot change a role
  • you cannot remove or deactivate someone

Self-serve checks:

  • If you see No access to Members, confirm your workspace role first.
  • If an invite already exists, expect resend or revoke behavior instead of creating duplicate invite state.
  • If a role or removal action is missing, it may be limited by owner or admin rules.

Support is not a shortcut around role restrictions. If the visible role and status still look wrong after rechecking, then support is the right next step.

Next Actions and Follow-up Health checks ​

Go to Actions, or open the lead in Pipeline -> Leads.

Recognition cues to look for:

  • No next action
  • Overdue
  • Due today
  • Upcoming
  • Requires reassignment
  • My Actions
  • Team Actions
  • Follow-up Health

Use these areas first if:

  • an action is missing from My Actions
  • an owner or admin needs to find work assigned to an inactive member
  • a lead is shown as missing a next action
  • an overdue action still needs to be rescheduled or completed
  • Follow-up Health shows an issue that needs lead-level context

Self-serve checks:

  • Confirm the action is still open. Completed and cancelled actions appear in the lead Timeline, not the open queues.
  • Confirm the signed-in user is the current assignee when checking My Actions.
  • Owners and admins can use Team Actions and the requires-reassignment filter.
  • Open the related lead and use Add next action, Reschedule, Reassign, or Complete as appropriate.
  • Refresh Follow-up Health after the underlying lead or action state changes.

Contact support if the saved action and permissions look correct but the queue or health view still shows stale or unrelated data after refresh.

When to contact support ​

Use support when the app tells you to, when self-serve checks do not resolve the issue, or when a repeated technical issue blocks normal setup.

Examples that should point to support:

  • Email server not provisioned — contact support
  • Postmark is currently unavailable for this workspace.
  • repeated sender-signature resolution failures after retry
  • repeated workspace startup failure after Retry
  • cases where the UI says the setup should be ready, but refresh and status checks do not resolve the blocker