If you receive an error message while using LeadSimple, this article will help you know what the error means and how to fix it (if possible). Jump to the error message you're receiving by clicking on it below:
Table of Contents
Email Errors
Lead Errors
Permissions Errors
Phone/Texting Errors
Process Errors
Unknown Errors
Zapier Errors
Email Errors
1. "Whoops! We can't send the email. To fix the issue, update permission settings of your email provider"
You may get this error if you use Microsoft as your email provider and you are trying to send an email using an alias as your "from" address.
Solution: For more details and how to fix this error, see this article.
2. "Cannot send mail"
You may see this error if you have connected a Microsoft Exchange or an Office 365 email account to LeadSimple.
Solution: Try enabling POP/IMAP by following the steps in this article.
3. "Delivery has failed to these recipients or groups ... Your message wasn't delivered because the recipient's email provider rejected it."
You may receive this error if you are forwarding leads to LeadSimple via Outlook. This message is due to Outlook's settings.
Solution: Review this Outlook help article to configure your settings so that emails are able to forward to LeadSimple. After you try these steps, please chat or email us if you're still receiving the error.
4. "Warning: deal has already received this email template in the last 30 days"
LeadSimple has a rule that the same email template can't be sent to a deal/lead within the same 30 days. If you're seeing this error, it means the deal has received this template within the past 30 days.
Solutions:
Wait a few more days to send this email (until 30 days have passed).
Short-term fix: Click the red envelope icon to open the compose email window. Slightly edit the subject line and body, then you'll be able to send the email.
Best long-term fix: If you want the same email to send out over and over (ie, if you're messaging a tenant applicant or an interested owner), the best solution is to create multiple versions of the template and slightly change the wording on each of them, along with the template title (even something like "Review Request - 1," "Review Request - 2"). Then you can add these to your workflow and you should avoid this error.
If you run into this issue often, contact us via chat or email and we can submit a support request to hard code an exception to this rule on your account.
5. "Warning: process has already received this email template in the last 30 days"
LeadSimple has a rule that the same email template can't be sent to the same contact role (ie, owner or tenant) on a process within a 30-day window. If you're seeing this error, it means the deal has received this template within the past 30 days.
Solutions:
Wait a few more days to send this email (until 30 days have passed).
Short-term fix: Click the red envelope icon to open the compose email window. Slightly edit the subject line and body, then you'll be able to send the email.
Best long-term fix: If you want the same email to send out over and over (ie, if you're messaging a tenant applicant, or a delinquent tenant), the best solution is to create multiple versions of the template and slightly change the wording on each of them, along with the template title (even something like "Review Request - 1," "Review Request - 2"). Then you can add these to your workflow and you should avoid this error.
If you run into this issue often, contact us via chat or email and we can submit a support request to hard code an exception to this rule on your account. (Note the 30-day allowance should allow you to run delinquency processes for the same tenant smoothly without encountering this error.)
6. Automatic emails aren't sending
If your automatic emails aren't sending, you should see the envelope icon in red. You can hover over the red icon to see the reason the email wasn't sent:
Depending on the case, you may get a variety of error messages, some of which may be a little confusing. Some common errors include:
Lead has unsubscribed from emails (you can re-subscribe the lead with their permission)
Lead doesn't have an email address (add an email address to the lead's contact card)
A merge tag in the email template is missing a value (such as {{first_name}} or {{property_street}}) - (ensure that the missing information is filled out on the lead's contact card).
Rate limit is exceeded - this is caused by a rate limit being hit on your connected email account. This usually only happens when a large number of emails were triggered at once. (See this article for practices to avoid this).
This contact has received this email template within the last 30 days (this is to support delinquency processes - see this section above).
If you encounter an error message you don't understand, chat us or email us at support@leadsimple.com and we'll help explain the issue to you and get it fixed.
7. "Error Quota Exceeded"
You may run into this error code if you use Microsoft as your email provider.
This is an error from your Microsoft account and usually means that there is a storage issue in your Microsoft account.
Solution: You will need to contact your IT team and provide them these instructions: https://learn.microsoft.com/en-us/exchange/recipients/user-mailboxes/storage-quotas?view=exchserver-2019.
8. "PERMISSION_DENIED: Request had insufficient authentication scopes"
You might encounter this error if during the first time you connected your email you didn’t give LeadSimple enough permissions.
Solution: Re-connect your email and check all the boxes on the Gmail page when you connect your account (give LeadSimple full access).
9. "Access Denied: You need to reconnect your email account."
If you're encountering this error, your email account has become disconnected from LeadSimple so the software can't send emails from that email address until you reconnect it.
Solution: See the instructions here on how to reconnect it to resolve this.
Deal/Lead Errors
1. "Deal has not been assigned"
If you see this error, this means that notifications and routing aren't set up to make sure that the lead gets assigned to someone so automated texts and emails can be sent.
Solution: Configure your notifications and routing settings to have a backup user assigned to take leads (here's how to set that up).
Permissions Errors
1. "Sorry, no other users can see this. Change this"
When you're trying to mention a user in a note using the @ key on your keyboard, you might encounter this message: "Sorry, no other users can see this. Change this". This message means no other users have access to the lead, process, or inbox conversation you are typing the note on, and you can't @mention them as a result.
Solution: See this article on how to enable the other users to see your note.
Phone/Texting Errors
1. "Call cannot be connected because it may be invalid"
You may hear this error message when placing an outbound call. If you do, this is because your number is being marked as a scam caller/spam risk by the recipient's phone carrier.
Solution: Register your number in the national caller ID database here so that your number is no longer marked as a spam caller. This will resolve the error message you hear and display the correct caller ID for your number (note that it will take at least two weeks after registering for this change to take effect).
2. "Deal has already received this SMS template in the last 10 days"
If you get this error on an SMS/text message, it means the deal/lead has received the same SMS template within the past 10 days.
Solutions:
Wait a few more days to send this text as is (until 10 days have passed since the last time this template was sent).
Quick fix: Click the red text message icon to open the compose text message window. Slightly edit the text body (so that it no longer exactly matches the template), then you'll be able to send the text.
Best long-term fix: If you want the same text to send out over and over (ie, if you're messaging a tenant applicant), the best solution is to create multiple versions of the template and slightly change the wording on each of them, along with the template title (even something like "Review Request - 1," "Review Request - 2"). Then you can add these to your workflow and you should avoid this error.
If you run into this issue often, contact us via chat or email and we can submit a support request to hard code an exception to this rule on your account.
3. "Assigned user does not have an inbound Phone Number to send from"
If you are seeing this error, it means the user who is trying to send an SMS message doesn't have a provisioned LeadSimple number and therefore can't send the text.
Solution: Add them to an existing shared number in your account or provision a new number for them. After they're assigned to a number, the user will be able to send text messages.
Process Errors
1. Process does not have an email address
This error means the contact in the process this email is supposed to send to does not have an email address, so the email can't send.
Solution: Add an email address to all contacts on the process. Once you have, manually send this email by clicking on the envelope icon. (After you send this email manually, all future automated emails in this process should send automatically as long as the contact has an email address.)
Unknown Errors
1. "Unknown error when sending. Contact support for details"
You'll may see this if you hover over the red envelope icon on an email task (or occasionally on an SMS task). This means that LeadSimple doesn't have an error message for the error that happened, and this generic error message is displayed instead.
Solution: Chat us or email support@leadsimple.com so we can contact our development team and have them find out what caused the error and how to resolve it. You reaching out may also help us improve the software by developing an error message specific to this particular error so that it's clearer in the future.
Zapier Errors
1. "error": "Rate limit exceeded for records, please wait 1 minute before retrying"
{"error": "Rate limit exceeded for records, please wait 1 minute before retrying"}Rather than returning a direct error and stopping the Zap Run, Zapier has a process in place (newer to some Zaps) where they will see a 429 rate limiting error from LeadSimple and they will throttle/hold the run and attempt to retry that step again later. This can be at a set time, however the default retry is after 1 minute.
Solution: If you run into rate limits often, it may help to add a Delay after Queue step to the Zap before the Leadsimple actions. For more details on the solution, please see this article.
Don't see your error explained in this article? Chat or email us at support@leadsimple.com and we'll help you with your error message and a solution.