Why are my leads not showing up?
Short answer
Missing leads usually mean a form or integration silently failed, a duplicate check merged them somewhere unexpected, or a filter is hiding them from the view you are checking. Search directly by phone or email rather than scrolling a list to confirm whether the record exists at all.
Before you start
- The name, phone number, or email of a missing lead.
- Access to the form or integration that should have captured them.
- Access to the contacts list and any relevant pipeline.
- Knowledge of any recent filter or view changes.
Step by step
- 1
Search for the contact directly
Search by phone number or email rather than scrolling through a filtered list.
A direct search bypasses any view filter that might be hiding the record.
- 2
Check if the record exists but is unassigned
If found, confirm whether it has an owner, pipeline stage, or tag missing.
A lead can exist perfectly fine but sit invisible in the wrong view.
- 3
Check the source form or integration
Look at the form submission log or integration status to confirm the lead was actually received.
If it never arrived, the fix is upstream, not inside your contact list.
- 4
Look for a duplicate merge
Search variations of the name or an alternate phone number, since duplicate handling may have merged it into an existing contact.
A merged lead is not missing, it is just attached to a different existing record.
- 5
Review the pipeline or list filter
Check whether the current view is filtered by stage, tag, or date range.
A narrow filter can make a fully present lead look like it never arrived.
- 6
Check the workflow that should route it
Confirm any automation meant to tag, assign, or move the lead into a pipeline actually ran.
A broken routing workflow can leave a lead technically present but never surfaced to the team.
- 7
Confirm with a live test submission
Submit a test lead through the same source and time how long it takes to appear.
This confirms whether the pipeline from source to system is currently working at all.
What good looks like
- Missing leads get located instead of assumed lost.
- The real point of failure, form, filter, or merge, is identified.
- Duplicate merges stop hiding real leads from the team.
- Routing workflows are verified as functioning end to end.
Common mistakes
The ways this goes wrong in support, and what to do instead.
Only checking one filtered view›
A lead exists but never shows up because the view excludes its stage or tag.
Do this instead: Search directly by phone or email instead of relying on a filtered list view.
Not checking for a merge›
A new lead gets folded into an old contact record and looks like it vanished.
Do this instead: Search alternate name spellings and phone formats before assuming the lead never arrived.
Never testing the source directly›
The form or integration has been silently broken for days without anyone noticing.
Do this instead: Run a live test submission periodically to confirm leads still flow end to end.
Frequently asked
5 questions about fix leads that are not showing upRelated guides
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