Troubleshoot CRM Access and Lead Data

Lead or CRM page is missing

Ask the owner to check the base CRM permission, the exact action permission and assigned locations. A visible menu does not grant record access, and a broad CRM role does not replace child permissions.

Lead, owner or stage is missing

Clear saved views and filters, then confirm Open, Won or Lost is selected correctly.
Check the lead’s location against the signed-in user’s assigned locations.
An owner must be active and eligible for the lead’s location.
Only active configured stages are available for open work; archived stages remain in history.
Pipeline view is for open leads. Use List view for won or lost outcomes.

Follow-up or My work is empty

Confirm the dashboard login is linked to the intended staff profile, then check the follow-up owner, due filter, location and exact Follow-ups permission. A delivery failure in Business Alerts or an external channel does not delete the saved action.

Open Related work in the Lead Focus Workspace and compare the customer, appointment, Proposal, Estimate and Project. Customer creation can keep the lead open, and reopening preserves earlier links.

Report does not match a financial total

CRM reports use lead creation, current stage and won/lost outcome data. They do not calculate Invoice revenue or payment collection. Confirm the date range, location and lead outcome, then use the financial report that owns the amount.

Prepare a Support request

Provide the page label, lead name or safe reference, selected location, current outcome, expected action, exact error and approximate time. Do not include full customer documents, passwords, OTPs, tokens or payment credentials.

Last reviewed: 10 September 2026