A form was submitted but no new lead exists. Why?

The most common reason is that the email or mobile number already belongs to a lead. Leadnote does not create a second lead for it. The Activity log shows the entry as duplicate.

Where can I see what happened to an incoming lead?

Open the integration from the Integrations page and choose the Activity log tab. Each event shows a time, a level, a status such as created, duplicate or rejected, and details.

Do deleted leads block new enquiries?

No. Only leads that are not deleted count as existing. Archived leads still count.

Why does the lead exist but I cannot see it?

It may sit in a list you cannot access, or be assigned to someone else. Owners and Managers see every lead. Ask one of them.

Fix: leads from forms, webhooks or portals not showing up

When a lead from a form, webhook, API call or portal does not appear, the Activity log tells you what happened to it. Open Integrations, choose the integration, and open the Activity log tab. The status of the event points to one of the causes below.

Quick checks

Open the Activity log for the integration and find the time of the missing lead.
Search your leads, including Archived Leads, for the person's email address and mobile number. The lead may already exist.
Check the Needs attention filter on the Integrations page and any banner on the integration.
Check that the form's list is active and the form link is the current one.
Check that your organisation's account is not suspended.

Reading the Activity log

Status	What it means	What to do
created	A new lead was made.	Find it in the list the form or integration points to.
duplicate	The email or mobile number, or the provider's own lead id, was already seen. No new lead was made.	Open the existing lead. See duplicate leads.
rejected	Leadnote refused it: a website that is not allowed, a missing destination list or the spam checks.	Read the details column and use the table below.
invalid or error	The data could not be used, for example no email or phone.	Fix the mapping or the form fields.
ignored or skipped	The event was recognised and deliberately not turned into a lead.	Read the details column.
failed or dead	Delivery or fetching failed repeatedly.	Test the connection and reconnect if asked.

No event at all means the request never reached Leadnote. Check the address you pasted into the website, form tool or portal.

Common causes and fixes

Symptom	Cause	Fix
Visitors see "This enquiry form link is not valid. Please check the link or ask the sender for a new one."	The list is inactive, or the form link was replaced.	Activate the list, or copy the current link and embed code from the integration page.
Form works in a test but not on your website, with rejected events	The website is not in Allowed websites. The message is "This website is not allowed to submit this form."	Open Embed and settings, then Allowed websites, and add the website exactly, such as https://www.shop.example, with no path or trailing slash. An empty list allows any website.
"This form has been open for too long. Please reload the page and try again."	The page was open for more than 24 hours.	Reload the page.
"We could not process this request. Please refresh the page and try again."	The hidden field hp_check was filled (often by a script or autofill), or the form was sent less than 2 seconds after opening. Both look like a bot, so no lead is made.	Keep hp_check empty. Do not auto-submit forms.
"Too many submissions. Try again in" a number of seconds	A visitor or form sent too many requests. Each visitor is limited to 20 per minute for a form.	Wait and send fewer requests.
"Please fix the highlighted fields"	A required field is empty or invalid, for example Email or Mobile.	Correct the field. In the form builder, keep Email or Mobile mandatory.
"Destination list was not found. Check the list key or create a list first."	A webhook or API call named a list key that does not exist.	Use the form key of an existing list, or leave it out for the default list.
Mapping prompt "Email or Mobile is required" or "First name is required"	The integration's field mapping lacks them.	Choose Save mapping after mapping both.
Banner "{name} needs to be reconnected"	The login to the external service expired or was revoked. No new leads arrive until you reconnect.	Reconnect and accept every permission requested. Leads already captured are safe.
"{name} is failing" or "is degraded"	Recent attempts failed.	Use Test connection and read Last error.
"Account deactivated. New enquiries will not be captured."	The connected account was deactivated.	Open the integration and choose Activate.
API call fails with "phone is not a valid number. Include the country code, for example +919876543210."	The phone value has no country code.	Send the number in international form.
API calls refused	The API key was revoked or is wrong.	Create a new key in the API integration and update your system.
Nothing is captured and "This account is suspended. Contact support."	A suspended account takes no new leads.	See account suspended.

The lead exists but you cannot see it

New leads go to the list the form or integration is mapped to, in the first open stage, and are assigned by the list's rule, such as round robin. If your organisation uses List based access rights, an L1 or L2 user sees only leads in lists they own or are mapped to, and leads assigned to them. Owners and Managers see every lead. Search by email as an Owner or Manager to confirm. See lead visibility rules.

Which integrations to trust

Website forms, the public API with an API key and incoming webhooks are the most direct paths, because Leadnote receives the data itself. Connectors for lead portals and ad platforms depend on the other service sending leads, so test each one with a real lead after you connect it. The integrations overview lists what each integration needs.

Web app vs mobile app

New leads show on the phone after its next sync. Pull down on the Leads tab to refresh. If it is in the web app but not on the phone, force a sync with Tap to sync data.

Still stuck?

Send support the integration name, the time of one missing lead, and what the Activity log shows for it. See contact Leadnote support.