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FAQs

  • How to Authorize Google to Allow SMTP
  • How to Setup a Custom Link Shortener Domain
  • How to troubleshoot duplicate posting
  • How to track and report on e-commerce store revenue
  • How to Setup a Custom Campaign Domain
  • How to Use the Software to Publish to Facebook Groups
  • How to setup the Webhooks integration
  • How to find the RSS feed of a website
  • Our Current Integrations
  • Where to find your Verification Report
  • Publishing Options
  • Why are my social profiles not displayed on Publish dashboard?
  • Help! The system is not saving my design.
  • Can I use other url shorteners?
  • How to turn off the URL shortener
  • I created a campaign using a foreign language but it has a font error
  • Is there a bulk photo upload?
  • How to pre-populate campaign form fields with your customer’s information
  • How do I add my social accounts?
  • Why requeue isn’t available in Twitter?
  • Upload button in my campaign is not showing
  • How do I integrate a Facebook pixel or any pixel to my microsite?
  • My LinkedIn post did not publish anything!
  • Why are my Instagram videos uploaded to Youtube even though they are very short?
  • I just published a social post, but Verification Report shows “Verification Failed.”
  • I just published a social post, but I can’t find it. Where can I find it?
  • Do autoresponder emails have limits?
  • Do you have time-specific categories, like for holidays?
  • I would like to start my first campaign, can you help me?
  • I press “Publish Now” button, NOTHING happens.
  • My Youtube Account is Not Showing in Publish Editor
  • Can we work with clients without having them as users?
  • How to Use the Schedule Tab in Publish Editor
  • How do I make sure that the right image is shown when it is added through a link?
  • How can I disable adding video to Youtube when posting to Instagram using the mobile app?
  • How to format social posts in ‘Preview’?
  • How does the Requeue feature work?
  • How to disable uploading to Youtube?
  • How can I schedule a post to publish every 45 days?
  • How to create a post from a published Facebook post
  • How to record from a webcam on a Testimonial Campaign
  • In Marketing Calendar, can I filter posts per category?
  • How can I edit a post in the queue that my user has added? I don’t see it with the main account.
  • How to Type Emojis on Your Mac or PC and Use it on Your Posts
  • I’m unable to edit my post in the Publish dashboard
  • When participants of a campaign upload their videos, where do these videos go?
  • How many pixel codes can I use?
  • How to remove published posts?
  • Are the pixel codes based on actions (clicks, sales, etc)?
  • Is there a way to remove “Published by ……” text in my posts?
  • How to track and report on WooCommerce store revenue
  • How is “revenue” in reports measured?
  • How to remove the caption entry in a photo contest?
  • How to change the size of my contest page so it’s not very narrow?
  • How do I set-up my own autoresponder?
  • How publishing a video to Instagram using the mobile app works
  • How to add a logo to a campaign
  • How to Remove the ‘Record a Video’ button in Video Campaigns
  • How to track and report on Shopify store revenue

General

  • What is this SMM tool?
  • What is Our Help Desk About?
  • How to Do A Search Within the Software?

Account & User Settings

  • How to Set Account Preferences?
  • Manage Users: Adding a New User
  • Manage Users: How to limit visibility to only their own posts for sub-users
  • Manage Users: Making a User an Administrator or a Moderator
  • Manage Users: Editing a User
  • Manage Users: Deleting a User
  • Account Settings: How to Cancel Your Account
  • Account Settings: How to Customize Your Account Settings

Social Media Campaigns

  • How to post to Instagram
  • How to create a video post
  • How to Create A Gallery / Carousel Post on Instagram
  • Improve the images included in your RSS feed posts
  • Automatically Post User-Generated Photos & Videos to Your Instagram Account
  • How to Use RSS Feeds to Automatically Generate and Schedule Social Media Posts
  • Troubleshoot an Integration
  • Troubleshoot Facebook Permission Error
  • Delete or Ban Participants From Your Viral Sweepstakes or Viral Competition
  • Viral Competition Campaigns Are Here!
  • Facebook Signup for Viral Sweepstakes
  • Visual Design Editor
  • How to Drive Referrals To Your Website Within Your Viral Sweepstakes Campaign
  • Viral Sweepstakes Campaign is Here!
  • FEATURE UPDATE: Widget Upgrades Are Live!
  • Campaign Funnels
  • How to Create a Campaign Funnel – An Example
  • Countdown Timers & Call-to-Action Buttons
  • How to make the Thank You Screen unique from the Home Screen
  • How to Setup White Label Campaign Emails
  • How to Keep Bots Out of Your Sweepstakes
  • How to Add Additional Fields to Your Campaign Submission Form
  • How to edit campaign forms, background image, social share image
  • How to embed a campaign widget on your website
  • How to provide a unique tracked link in Refer-a-Friend and Referral Sweepstakes campaigns
  • How does Refer-A-Friend campaign work?
  • How to Add Double Opt-in to Your Campaigns
  • How to Choose Between One or Two Contest Periods
  • How to Pause or End A Campaign
  • How to Test A Contest or Sweepstakes
  • How to Change the Language On Your Campaigns
  • Why does my campaign image remain the same even when I added the logo on the header section?
  • How to Create a Social Media Contest or Giveaway
  • How to Change the Date on A Contest
  • How to Create a Poll Campaign
  • How to Create Cool Headers for Your Campaigns
  • How to Change the Background Color of Your Photo Entry Tiles
  • Campaigns: Selecting A Campaign Type
  • Campaigns: How to Deploy Your Social Media Campaigns
  • Campaigns: How to Set-Up A New Social Media Campaign
  • Campaigns: Referral Campaigns vs. Engagement Campaigns: Which One Is the Right Campaign?
  • Campaigns: Save and Deploy Your Campaign
  • Campaigns: Choosing Campaign Settings
  • Campaigns: Customizing How and Where Campaign Submissions Are Syndicated
  • Managing Your Social Media Campaigns: How to Copy Campaigns
  • Managing Your Social Media Campaigns: How to Edit Campaigns
  • Managing Your Social Media Campaigns: How to Delete Campaigns
  • Series: What’s a Triggered Series vs. a Scheduled Series vs. a Split Test Series?
  • Series: How to Add a New Series
  • Series: How to Edit A Series
  • Series: How to Copy A Series
  • Series: How to Delete A Series
  • Series: How to Create a Campaign Series and Split Test
  • Display Groups: Campaigns and Display Group
  • Display Groups: How to Add A New Display Group
  • Display Groups: How to Edit Display Groups
  • Display Groups: How to Delete Display Groups
  • How to Connect a Campaign to Zapier for Thousands of Integrations with CRM and Email Providers
  • Campaign Types

Publishing to Social Media

  • Instagram Posting: How to Switch to a Professional Account
  • Posting to Instagram – Images and Aspect Ratios
  • How to pin your image to multiple Pinterest boards
  • How to post Stories on Instagram
  • How to publish to Pinterest
  • How to Post to Facebook Group as a Page or as an Individual
  • How to Create a Social Posting Workflow with Multiple Users
  • How Schedule, Queue, and Requeue / Reposting Features Work
  • Managing Your Messages: How to Delete Messages
  • You can now post updates to your Google My Business locations!
  • Direct Instagram Publishing
  • Publishing Messages to Social Media
  • How to make the most of the Queue feature of Publish editor
  • How to add Instagram accounts
  • How do I post a video to my Youtube channel?
  • How to schedule social posts for the holiday season in one day
  • How can I view all of my social posts in each category?
  • Social Media Management
  • Managing Your Messages: How to Edit Messages
  • Managing Your Messages: How to Resend Messages

Share Buttons

  • Why Use Share Buttons?
  • How to Create New Share Buttons
  • How to Preview and Edit New Share Buttons
  • How to Edit Existing Share Buttons
  • How to Copy Share Buttons
  • How to Delete Share Buttons

Approving Posts & Submissions

  • How to Approve Employee Posts
  • How to Approve Customer Videos
  • How to Approve Customer Photos
  • How to Approve Customer Text Posts

Reporting & Analytics

  • How to Use Reporting and Analytics
  • Social Media Metrics Used in Reports
  • What are “Leads”?
  • How to Access Your Social CRM Database
  • How to Access Your Campaigns Reporting and Analytics
  • How to Access Your Published Messages Reporting And Analytics
  • How to View Your Optimal Send Times Reporting and Analytics
  • Home
  • Topline Social Knowledge Base
  • Social Media Campaigns
  • Troubleshoot an Integration

Troubleshoot an Integration

Have you used one of our list integrations but the contacts aren’t coming through to your email service provider or CRM? Here’s how to troubleshoot it.

First, be sure that you have added your integration in the ‘Integrations’ screen, which can be accessed from the top nav. 

Next, did you map the required fields? The only required field we have is Email, but if you setup your list at your email service provider (ESP) or CRM with required fields, you’ll need to be sure you are including those fields in your campaign form AND that those fields are mapped to all required fields.

Next, be sure you didn’t create a new Email field. Sometimes people have not used our Email field in the Form Editor, but instead created a new field and named it something else. This won’t work. You will need to use our Email field. You can change the label text, but it has to be the same field.

Next, when you setup your campaign, did you select the correct list in the Settings step? After you select the integration it may ask for the list. Be sure and choose the list in your ESP or CRM that you want contacts sent over to.

Next, be sure all required fields are included in the form you select for the campaign. When you create the form in campaign Settings, be sure you make the fields that are required in your ESP or CRM also required fields in your form here.

Next, when you are testing, don’t use your email address because it is probably already in your ESP or CRM and duplicates will not work. Make up a different email address to test with and be sure you fill in all required fields. It must be a real email address though because many ESP’s will know it’s fake and will block it. Also, you may have to turn off double opt-in at your ESP if they aren’t sending the email confirmation when running your tests.

After submitting to the campaign, give it a few minutes and check your ESP or CRM for the new contact. If you can’t find the test contact in your list, please contact us in support. We will need the following from you:

  1. Microsite URL of your campaign, so we can submit an entry too to see if it comes through
  2. Screenshot of your Form Editor. We need to see all form fields
  3. Screenshot of the Integration screen where all fields are mapped
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Updated on 06/03/2022
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