Troubleshooting

Common issues and how to resolve them.

Email Verification Problems

Symptoms: 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

Symptoms: 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

Symptoms: Customers aren't receiving reward emails promptly.

  • Remember that 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

Symptoms: 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.
  • 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.

→ See Understanding the "New Customers" Metric for a full explanation.

Getting Help

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