FAQ

Common questions and how to resolve them.

Email Verification Problems

Didn't receive verification email, can't access dashboard after signup.

  • Check your spam/junk folder for the verification email
  • Ensure your email address was entered correctly during signup
  • Wait a few minutes and try resending the verification email from the login page
  • Contact support if the issue persists

Integration Issues

Square or Shopify connection fails, customers aren't syncing.

  • Verify your Square/Shopify account credentials are current
  • Check that you have appropriate permissions in your Square or Shopify account
  • Try disconnecting and reconnecting the integration from Settings
  • For Square: ensure your account has customer management permissions enabled

Reward Email Timing

Customers aren't receiving reward emails promptly.

  • Reward emails are batched and sent at scheduled times (typically 8pm ET)
  • Use the Dashboard notification system to make referrer changes before emails are sent
  • Check the Email Summary on your Dashboard for pending email count and next send time
  • If an email never arrived, verify the customer's email address is correct and not bounced

"New Customers" Count Doesn't Match My Totals

The New Customers metric in reports looks higher or lower than payment or booking records.

  • New Customers counts first-time record creations in LeadBounty — not payments. A returning customer paying again will not appear as new.
  • If the count is higher than expected: check whether a bulk import or Square/Shopify sync ran that day — imports count as new customers.
  • If the count is lower than payment totals: some customers were likely already in your database from a previous visit.
  • Square syncs create a customer record upon booking, not transaction — a future booking for a first-time customer will appear as a new customer.

→ See the full explanation in Understanding the "New Customers" Metric

Getting Help

If you can't resolve an issue using this guide:

  • Email support: Reach the team through your account dashboard
  • Feature requests: Use the feedback button inside the app
  • Documentation: Browse the full guide library for step-by-step walkthroughs