Troubleshoot Integration Issues in Socialtility

Have you used one of our integrations, but contacts aren’t coming through to your email service provider (ESP) or CRM? Follow this troubleshooting guide to resolve common issues.

Steps to Troubleshoot Integration Issues

1. Verify That the Integration Is Set Up

Navigate to Integrations from the top navigation menu.
Ensure that your ESP or CRM integration has been successfully added.

2. Check Field Mapping

Did you correctly map the required fields?
The only required field in Socialtility is Email.
If your ESP or CRM has additional required fields, make sure:
- Those fields are included in your campaign form.
- They are correctly mapped in the integration settings.

3. Ensure You’re Using the Correct Email Field

Some users accidentally create a new Email field instead of using the default one.
You must use Socialtility’s built-in Email field—you can rename the label, but it must be the same field.

4. Confirm the Selected List in Campaign Settings

When setting up your campaign, ensure you have:
- Selected the correct integration.
- Chosen the right list in your ESP or CRM where contacts should be sent.

5. Include All Required Fields in the Form

When configuring the campaign form, check that all required fields in your ESP/CRM are also required in Socialtility.
Missing fields can prevent contacts from syncing properly.

6. Use a Unique Email When Testing

Avoid using your own email for testing, as your ESP or CRM may block duplicates.
Use a unique, real email address to test. Some ESPs block fake/test emails.
If your ESP uses double opt-in, turn it off temporarily if the confirmation email isn’t being sent.

7. Allow Time for Data Sync

After submitting a test entry, wait a few minutes and check your ESP or CRM for the new contact.

Still Having Issues?

If contacts are still not syncing, please contact support and provide the following:

Microsite URL of your campaign so we can submit a test entry.
Screenshot of your Form Editor showing all form fields.
Screenshot of the Integration screen where fields are mapped.

Need More Help?

If you're experiencing issues, have questions or need assistance feel free to reach out to our Support Team or consult our FAQs.