> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getmailr.com/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> Mailr is a direct-mail marketing platform for US home-services contractors. Each postcard is personalized with an AI-enhanced image of the recipient's own home and a unique QR code that leads to a personalized landing page. Campaigns can target a neighborhood the customer draws on a map, the homes around past jobs they upload or import, or fire automatically from their CRM. Mailr does not mail an uploaded recipient list. When answering questions, prefer the exact steps and UI labels from these docs, and direct users to app.getmailr.com to sign in. For anything involving account-specific data, billing disputes, or mail that appears lost, direct the user to support@getmailr.com.

# Integration troubleshooting

> Fixes for CRM connections that don't trigger campaigns, ask you to reconnect, miss revenue, or don't deliver leads back into your CRM.

Most integration problems come down to five things: the event happened before you connected, no automation is switched on, the CRM's own settings need one more step, the sold event doesn't match, or the connection simply needs reconnecting. Work through the symptom that matches yours.

<AccordionGroup>
  <Accordion title="It says Connected, but nothing ever triggers">
    **What you see.** The tile reads **Connected**, work is closing in your CRM, and no campaigns appear.

    **Why it happens, in the order worth checking.**

    1. **The event happened before you connected.** The first sync starts the clock at the moment you connect. Jobs and deals closed earlier never fire.
    2. **No automation is switched on.** A connection on its own doesn't mail anything — an automation is the rule that says *which* event mails *which* neighbors.
    3. **The event type isn't turned on in your CRM.** Providers that need one extra step in their own dashboard only send the events you enable there — see [Housecall Pro](/integrations/housecall-pro), [Leap](/integrations/leap) and [ProLine](/integrations/proline).
    4. **The record has no address.** Mailr can't mail a neighborhood it can't locate, so those records are skipped and counted in the sync summary.
    5. **Your trigger filters don't match.** A filter on a value the record doesn't carry will never fire.
    6. **Your credit balance won't cover the mailing.** The campaign is created but parked as a **Draft** until you top up, then promotes itself on a later pass.

    **Fix.** Close a fresh record after connecting to test. Create or enable your rule on **Campaigns → Automations** ([how to build one](/campaigns/automations)), loosen the filters, and make sure the triggering record has a full street address.
  </Accordion>

  <Accordion title="The tile says Needs reconnect">
    **What you see.** The tile reads **Needs reconnect**, and the panel says *"\[CRM] authorization expired or was revoked… Reconnect to resume lead sync and campaign triggers."*

    **Why it happens.** For CRMs you sign in to — HubSpot, Jobber and HighLevel — someone removed Mailr from the CRM's connected apps, a password changed, or the authorization expired. For CRMs you paste a key into, the key was deleted, rotated or disabled inside the CRM. JobTread grant keys also expire after about three months of inactivity.

    **Fix.** Press **Reconnect \[CRM]**. Sign in again, or create a fresh key in your CRM and paste it into the connect dialog. Your field mappings, address settings and attribution window are kept, so you pick up where you left off. Only the organization owner can reconnect.
  </Accordion>

  <Accordion title="A new key or token won't save">
    **What you see.** The connect dialog rejects what you pasted and names the exact place to get a current credential.

    **Why it happens.** Mailr checks every credential against your CRM before saving, so a wrong, expired or under-permissioned one never gets stored. Usually the key was made by a user without admin access, it's missing the read permissions Mailr asks for, or a two-part credential came from two different places.

    **Fix.** Generate a fresh credential at the exact path the message names and paste it again. If the message says Mailr could not reach your CRM, nothing was saved — wait a minute and retry.
  </Accordion>

  <Accordion title="The sign-in pop-up didn't open">
    **What you see.** You press **Connect** on HubSpot, Jobber or HighLevel and no sign-in window appears.

    **Why it happens.** Your browser blocked the pop-up.

    **Fix.** Allow pop-ups for the Mailr site and try again. Mailr falls back to a full-page sign-in if the pop-up stays blocked.
  </Accordion>

  <Accordion title="Revenue isn't booking">
    **What you see.** Sales are closing, but the campaign shows results without revenue.

    **Why it happens.**

    * **Revenue only books at the sold moment** — the quote, estimate, proposal or contract approval. Job completion never books revenue.
    * **Revenue also requires mail.** A sale only books against a campaign if that address was mailed within your attribution window.
    * **Service Fusion needs you to choose your sold statuses.** Its estimate statuses are your own free text, so you pick which ones mean "sold" in the wizard's Tracking step. If you don't pick any, revenue never books.
    * **JobNimbus** only books revenue for estimates whose status is **Approved** or **Signed**. A different word for sold won't book.
    * **HubSpot** watches stages HubSpot itself marks as closed-won. A custom won stage without that setting is never watched.
    * **The Track revenue checkbox** may have been switched off in the wizard's Tracking step.

    **Fix.** Open **Review setup** on the connected panel, confirm your sold statuses and that revenue tracking is on, and check the sold event for your CRM on its integration guide. Then compare against [Attribution](/results/attribution).
  </Accordion>

  <Accordion title="Leads aren't arriving in my CRM">
    **What you see.** Someone submitted your landing page, but no contact appears in the CRM.

    **Why it happens.**

    * **The lead may not have reached Mailr at all.** Check [Leads](/results/leads) first — if it isn't there, it's a form or scan issue, not a delivery issue.
    * **Another CRM took it.** With several CRMs connected, each lead goes to the first connected provider in a fixed order: HubSpot, Jobber, JobNimbus, Housecall Pro, Leap, ProLine, RoofLink, AccuLynx, HighLevel, Paint Scout, Builder Prime, JobTread, Service Fusion. CallRail is never a lead destination.
    * **The lead has no email address.** Email is how records are matched. HighLevel can't accept a lead without one, and Housecall Pro creates a new customer every time instead of matching.
    * **ProLine needs its Web Leads URL** saved in the wizard's Leads step before leads can land there.

    **Fix.** Confirm the lead exists on [Leads](/results/leads), check which CRM is first in the delivery order, and reopen **Review setup** to confirm your field mapping. If leads land but look bare, map the extra form fields to your own custom fields there.
  </Accordion>

  <Accordion title="Hourly CRMs feel slow">
    **What you see.** An event in JobNimbus, RoofLink, Builder Prime or Service Fusion takes up to an hour to appear as a campaign.

    **Why it happens.** That's expected. Those systems don't send Mailr events as they happen, so Mailr checks them hourly — near-real-time is genuinely the fastest they support. Housecall Pro and Leap are instant only after you complete the optional setup step in their own dashboard; without it they run hourly too. JobTread's contact-created event is hourly even though its job events are instant.

    **Fix.** Nothing to fix — allow up to an hour. Automated campaigns use a design you've already approved and are reviewed by Mailr before anything mails. If you want instant updates on Housecall Pro or Leap, complete the optional step described on [Housecall Pro](/integrations/housecall-pro) and [Leap](/integrations/leap).
  </Accordion>

  <Accordion title="What disconnecting actually does">
    **What you see.** The confirmation titled **Disconnect \[CRM]?**: *"Lead sync and campaign triggers through this connection will stop, and the stored credentials are deleted. Your settings are kept, so reconnecting later picks up where you left off."*

    **What happens.** Lead delivery and campaign triggers through that connection stop, and the stored credentials are deleted. Your campaign history, leads and results are never deleted, and your settings are kept for an easy reconnect. Where the CRM allows it, Mailr removes its own access on the CRM's side first.

    **What's left for you.** HighLevel gives Mailr no way to remove itself — uninstall the app in **HighLevel → Settings → Integrations**. Where you created a key yourself, delete or disable it in the CRM if you want it fully dead, and where you pasted a Mailr URL into your CRM's own settings, remove it there if you don't plan to reconnect. To stop mail without disconnecting at all, switch the automation off instead — see [Automate campaigns from your CRM](/campaigns/automations).
  </Accordion>
</AccordionGroup>

<Card title="Still stuck?" icon="life-buoy" href="/resources/contact-support">
  Tell us which CRM, what you expected to happen, and the date and time of the record that should have triggered. Contact support.
</Card>