How to fix email synchronization issues

Lisa Fockens Updated by Lisa Fockens

In the first part of the article, we discuss the most common issues and how to fix them.

In the second part, we explain how to identify the contacts that were not synced and the ability to manually import them in your email marketing solution or CRM.

Part 1: Most common synchronization problems and how to fix them

5xx errors

In most cases, errors happen when your email marketing solution servers are down. In that case, we fail to synchronize the lead and trigger an alert message. This kind of error is temporary and impacts only a few contacts in general. It usually triggers an error code that starts with "5xx".

There's nothing to do on your side to fix it. Just open your popup and save it, it will remove the error message.

You can then follow the instructions shared in the second part of this article to recover the contacts that weren't synced.

The login was changed or the API keys were renewed

Did you recently update the login or password you are using to log in to your email service provider? Or renewed the API keys?

If so, on the dashboard, click on the “!” symbol next to the campaign(s) in error and click on “Try to log in again.”

Simply follow the instructions to enter your new login or API keys.

I deleted my account on the service, deleted my API key, or do not want to sync to the service anymore

On the dashboard, click on the “!” symbol next to the campaign(s) in error and click on “Remove [Service] from all campaigns.”

We’ll disconnect all the campaigns associated with this ESP.

The destination list was deleted

Did you recently delete the list you were sending your new leads to in your email service provider?

If so:

  • Open the campaigns that have a sync issue.

  • Click on the email form.

  • Click on the “Sync” tab in the left menu.

  • Select a new destination list.

A new field was made required

Did you make one of the fields required in your email service provider?

If so, you need to add a new field to your email form and merge it with the required field.

For example, if the “first name” is now a required detail for every new contact you’re creating, you should add a first name field to your popup form.

A synced field only accepts specific values, while Wisepops tries to sync different values

Here’s a quick example of this kind of problem: you want to sync a “Gender” field on a destination that only accepts "male" and "female" values, but in Wisepops, you’re using “Male” and “Female” (with capital letters). In that case, the value cannot be accepted by your email service provider and the leads cannot be synchronized.

We recommend you use a radio field or a drop-down in Wisepops that only contains the appropriate values (you are free to use different values for the labels).

Part 2: How to identify and recover emails that were not synced?

Follow these steps to see which leads were impacted by your synchronization error.

Step 1: Export the data for the specific popup that is giving you the error code

Step 2: Check the "Sync + name of your ESP" column to see if your contacts have been correctly synced with your ESP (Klaviyo in this example).

Step 3: Determining which leads were impacted by the error.

If there was an error, instead of the "OK" you would see the error listed next to the lead. Use the filters in Excel to keep only the lines with errors and manually import the contacts in your ESP.

As always, please reach out to us if you have any questions!

Troubleshooting: Why isn't my campaign appearing?