My leads aren’t coming in
Work out why new leads are not appearing in your list, source by source. Most cases are one switch that is off, one lead source that was never saved, or a filter that hides leads that did arrive. Start with the three questions, then jump to the source you are using.
Before you start — you need to be able to open Automation → Integrations. If you only see the Website forms card there, your role is missing read access to the Integrations row in Settings → Roles, and a workspace owner or admin needs to look for you.
Three questions first
1. Have you connected a source at all? Raion Hub does not watch your Facebook page, your website or your WhatsApp number until you connect it. Open Automation → Integrations. If every card reads Not connected, that is the whole answer — pick the place your leads come from and follow its setup page:
| Your leads come from | Set it up here |
|---|---|
| Facebook or Instagram lead ads | Capture leads from Facebook and Instagram ads |
| Google Forms | Capture Google Form responses as leads |
| A Google Sheet | Move leads between Raion Hub and a Google Sheet |
| TikTok lead ads | Capture leads from TikTok Lead Ads |
| A form on your own website | Capture leads from your own website |
| People messaging your WhatsApp number | Capture leads from WhatsApp keywords |
| A click-to-chat link or QR code | Create a click-to-chat link or QR code |
| An Excel or CSV file | Import your database |
2. Did the leads arrive, but you cannot see them? Before touching any integration, open Leads and click the Owner chip. It starts on Me for everyone. Pick Anyone. If the leads appear, nothing is broken — read Leads arrived but you cannot see them.
3. What does the card at the bottom say? The line at the bottom of each Integrations card
is its health report. Reconnect needed or Disconnected means the login
expired — open the card and press Reconnect. no leads yet means the
connection is fine and nothing has ever come through it, which points at a
switch on the platform’s own page. Last lead · Yesterday means leads were
coming in until recently; think about what changed on the platform side.
Meta lead ads (Facebook and Instagram)
Open the Meta card. Three things must all be true for one lead to arrive: the Page is connected, the form has a lead source saved, and the form’s Capture switch is on.
| What to check | Likely cause | Fix |
|---|---|---|
| Is your Page in the list? | The account was connected but this Page was not selected | Press Add Account and tick the Page. If it still does not appear, the login you used does not manage that Page |
| Is the form you are running in the Page’s list? | The form was created after you connected | Use the refresh button beside Lead forms, or Sync now from the account menu |
| Does the form row show a lead source? | A source was chosen but never saved | Open the form, pick the lead source, press Save |
| Is the form’s Capture switch on? | Adding a form does not start capture | Flip Capture on. The line beside the test button must not read Available once the form is mapped and on |
| Does the Page say This page is not live at Meta yet? | Meta has not finished accepting the Page | See When Meta has not accepted the page |
| Does Send a test lead arrive in Leads? | If the test arrives and real ones do not, the ad is pointing at another form | In Ads Manager, check which form the ad uses, then switch that form on here |
| Does the card read Reconnect needed? | A password change or a permission change at Meta | Press Reconnect and sign in again. Your mappings are kept |
Google Forms
Open the Google card, then the Forms tab. Read the pill on the form’s row before anything else.
| What to check | Likely cause | Fix |
|---|---|---|
| Does the pill read Enabled? | Pending means mapped but not listening | Flip the switch at the right of the row. Only Enabled captures |
| Will the switch not move? | No Linked lead source | Click the row, set Linked lead source, Save changes, then flip the switch |
| Is it the right form? | A copy of the form was connected, not the live one | Compare the form’s name with the one linked in your ad or website, and Add a form again if they differ |
| Is there a Google connection expired banner? | Google’s permission lapsed | Press Reconnect. Nothing you mapped is lost |
| Are responses landing but with empty fields? | A question was left unmapped | Click the form, map the question, Save changes |
Google Sheets
A sheet is not a live source. Import Leads on the Spreadsheets tab reads the rows you have at that moment; a row added to the sheet later does not arrive by itself. Run Import Leads again for the new rows only — importing the whole sheet twice duplicates every contact. For a form that should feed leads continuously, connect the Google Form itself instead.
TikTok lead ads
Open the TikTok card.
| What to check | Likely cause | Fix |
|---|---|---|
| Does the form row show a green dot and Active? | The form was mapped but never activated | Open the form, save a lead source, then switch it on — or use Activate advertiser in the advertiser’s menu |
| Is the advertiser listed at all? | Another TikTok login owns it | Press Add Account with the login that manages that advertiser |
| Is the form missing from the list? | It is a Business Account Instant Form, which never syncs | Add it by its Page ID — see Business Account forms |
| Did forms go quiet after you switched one off? | Deactivate advertiser switches every form off | Activate advertiser, then check each form |
| Is there a test lead? | TikTok has none | Submit the form yourself from the ad preview and watch Leads |
Website forms
Open the Website forms card and select your site in the left rail. The Activity card is the readout: a working submission lands in Processed.
| What to check | Likely cause | Fix |
|---|---|---|
| Is Capture leads from this site on? | The site is paused | Switch it on |
| Is the page’s address under Allowed domains? | A submission from a domain not on the list is refused with a 403 | Add the exact address — https:// and www. included, each subdomain separately |
Is the snippet on the page, before </body>? | The widget never loaded, so No forms yet | Paste it again from the Connection card and reload the page |
| Does the form appear under Forms & field mapping? | The form has no data-raion-form id, or no email or phone field | Tag the form and make sure it asks for a phone or email, then submit once |
| Does the form have a Lead source? | Leads are landing under a source called Widget | Pick a Lead source on the form. The amber Auto pill marks the ones that still need it |
| Does Activity show Failed? | A field value the server refused | Open Map fields, fix the mapping, press Accept and Save |
| Did your web developer change the site? | A redesign dropped the snippet, or moved the form to a new domain | Send them Capture leads from your own website — the snippet and the domain list are both on that page |
WhatsApp keyword lead capture
Open the WhatsApp Business card, then the Lead capture tab. A rule only creates a lead when a message contains its keyword, or when it is the catch-all.
| What to check | Likely cause | Fix |
|---|---|---|
| Is the rule’s toggle on? | The rule reads Inactive rules stay saved but never capture. | Switch it on. If the toggle opens the editor instead, the rule has no lead source yet |
Does the rule read Routes to —? | No lead source was saved | Edit the rule, pick a Lead source, Save |
| Is the keyword in the message people actually send? | They type “price” and your keyword is PRICING | Add a rule for each wording, or tick Catch-all (fires when no other keyword matches) on one rule |
| Are you on the right number? | Rules belong to the number in the account picker | Switch the picker in the page band |
| Is the number connected? | The tab reads Connect a WhatsApp account first | See Connect your WhatsApp number |
| Did the save fail on a member account? | That member lacks Lead Capture on this number | A workspace owner grants it in Settings → Channel access |
Click-to-chat links and QR codes
A link from the Link generator opens a chat with the message already typed in. It does not create a lead by itself. The lead is created when that message matches a keyword rule — so the pre-filled text and the rule’s keyword must share a word, or a catch-all rule must be on. If customers delete the pre-filled text and type their own, only the catch-all catches them.
If the link opens nothing, the link was deleted. A deleted link stops working everywhere it was printed; make a new one.
Leads arrived but you cannot see them
| What you see | Why | Fix |
|---|---|---|
| The Owner chip reads Me | You are looking at your own leads only — the default for everyone | Open the chip and pick Anyone |
| A grey Owner-private pill beside the chip, and no Anyone | The workspace is Owner-private and your role lacks the Lead Bank permission | A workspace owner either grants Lead Bank with read in Settings → Roles, or assigns the leads to you |
| New leads go to colleagues, never to you | Your assignment rule does not include you, or you are switched off on the Members view | See Choose who receives leads |
| A lead is “yours” but the fields are locked and there is an Accept button | It is assigned to you but not accepted yet | Press Accept. Tick Pending my acceptance in the Owner chip to see all of them — see Accept or reject a contact |
| This lead belongs to someone, with a Strict chip | The lead is there — you cannot edit it, because only its owner can | Not a capture problem. See You can’t edit a lead |
| No leads match filters | A saved list or filter is hiding them | Press Clear Filters |
| A notice reading 12 new leads with Refresh | They arrived while you were reading; the list never moves under you | Press Refresh |
| The lead is in Leads but not in your own database | Your database’s Show records where rule excludes it | Check the rule — see Add a database |
Still nothing
If the card is healthy, the switch is on, the lead source is saved and Anyone shows nothing new, message support with: the source (Meta, Google, TikTok, website, WhatsApp), the form or rule name, the time you submitted a test, and the phone number you used on it. That is enough for us to trace one submission end to end.
Next
- Find the contacts you needFour controls in the toolbar decide who you are looking at: Owner (whose records), Search (a quick text match), Filter (real conditions, which you can save) and Group by (how they are bucketed).
- When something goes wrongFind what you are looking at in the list on the right, or scroll to the heading that matches.
Still stuck? Email us and we will pick it up from this page.
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