> For the complete documentation index, see [llms.txt](https://help.getmobly.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.getmobly.com/help-center/the-hub/working-with-leads/tracking-missing-leads.md). # Tracking missing leads — where the gaps come from You scanned 712 leads at the booth but only see 667 in your CRM. Where are the other 45? This article walks you through the diagnostic flow. By far the most common cause: leads are still working their way through Mobly's pipeline (enrichment → sync → match). Most missing-lead reports resolve at one of the five checks below. ## First, get an accurate count Before chasing gaps, confirm what Mobly thinks it captured vs. what's actually in your CRM. Filter both sides to the same scope: * **Mobly side:** in the Hub lead list, filter by the event(s) and date range you're comparing * **CRM side:** filter Contacts or Leads created in the same date range, with whatever Mobly-specific marker your team uses (a Mobly campaign, a Mobly qualifier, a "created via Mobly" field, etc.) Don't compare org-wide CRM totals to event-only Mobly counts — that's a common false alarm. Once you have confident counts on both sides, work through the five checks in order. ## 1. Check enrichment status Mobly enriches captured leads after scan — adding email, company, phone, LinkedIn, and more. Leads still pending enrichment haven't been pushed to your CRM yet. **Where to check:** in the Hub lead list (`/leads`), filter by **Enrichment Status**. Leads still being enriched show as not-yet-enriched. **What to do:** wait. Most leads enrich within minutes. If a lead has been stuck "queued" for an hour or more, escalate to your CSM with the Lead ID. ## 2. Check Reconciliation If a lead made it through enrichment but failed to sync to your CRM, it's in Reconciliation. Reconciliation is per-integration — you'll find it inside the integration's configuration page. **Where to check:** **Integrations → \[your CRM] → Reconciliation → Failed** tab. The donut chart at the top shows what percentage of leads cleared vs. failed across the time you're viewing. **What to do:** read the error category, follow the fix in the per-CRM troubleshooting article, then hit Retry. See [Reconciliation](/help-center/integrations/crm/reconciliation.md) for the full mechanics and the per-CRM troubleshooting articles for category-specific fixes. ## 3. Check the integration connection If your integration was disconnected or disabled during capture, leads may not have hit Reconciliation either — they have nowhere to go. **Where to check:** **Integrations → \[your CRM] → Connect** tab. The status indicator shows Connected, Disabled, or Disconnected. **What to do:** * **Disabled** — your sync is paused. Re-enable it; queued leads flush through. * **Disconnected** — full disconnect; you'll need to re-authenticate. See [Connecting a CRM](/help-center/integrations/crm/connecting.md). * **Connected** — should be syncing; move to the next check. ## 4. Check CRM-side dedup rules Your CRM has its own dedup logic that runs on inbound records. A Mobly lead may have been pushed but matched against an existing CRM record and *updated* it rather than creating a new one. From Mobly's count, that's a captured lead. From the CRM's count (filtered to "created during the event"), it doesn't show up because it was an update, not a creation. **Where to check:** pick a few specific Mobly leads you can't find as new CRM records. Look them up directly in the CRM by email or name — chances are they exist but were updated, not created. **What to do:** if dedup is matching aggressively in a way you don't want, adjust your CRM's dedup rules. Mobly's matching logic (which feeds your CRM's dedup behavior) is documented in [How data flows from Mobly to your CRM](/help-center/integrations/crm/how-data-flows.md). ## 5. Check the capture path CSV-uploaded leads follow a different path than scanned leads. They go through enrichment and sync, but they don't show up under "scans" in your reports. Make sure you're not comparing scans-only on one side against all leads on the other. **Where to check:** in the Hub lead list, filter by **Origin** to see how many leads came from scans vs CSV upload vs other sources. **What to do:** reconcile your numbers based on intent. If you only care about booth-scanned leads, exclude CSV uploads from both counts. See [How to upload a CSV for enrichment](/help-center/the-hub/working-with-leads/how-to-upload-csv-for-enrichment.md). ## Still missing leads after all five? If you've worked through all five and the numbers still don't match, escalate to your CSM with: * Mobly count + the scope (which events, which dates) * CRM count + the same scope * A few specific Lead IDs that you can find in Mobly but not in your CRM The Mobly team can dig into the sync history for those specific leads and trace exactly where they went. ## Related articles * [How to find leads that need more info](/help-center/the-hub/working-with-leads/how-to-find-leads-needing-info.md) — for leads that are present but missing data * [Reconciliation](/help-center/integrations/crm/reconciliation.md) — how to read the per-integration sync error tab * [How data flows from Mobly to your CRM](/help-center/integrations/crm/how-data-flows.md) — matching logic per CRM * [How to upload a CSV for enrichment](/help-center/the-hub/working-with-leads/how-to-upload-csv-for-enrichment.md) — CSV vs scan path --- # Agent Instructions This documentation is published with GitBook. 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