When form submissions stop reaching your CRM, the break is almost always in the connection between your site and the CRM’s API — an expired credential, a changed field mapping, an API update on the CRM’s side — and we can diagnose and fix that connection, but we don’t control the CRM service itself, so a genuine outage or a change to what your specific plan allows is outside what a technical fix here can resolve.
Check the CRM’s own integration or API logs first, not just your form plugin
Most CRMs log incoming API requests somewhere in their settings, even failed ones. Checking there for a rejected or failed request, and the reason given, tells us far more precisely what broke than assuming from the form’s side alone.
CRM integration failure
A CRM connection restored on your site's side — a genuine outage on theirs stays theirs to fix.
- Full backup taken before we start
- If we can’t fix it, you get your money back
- We never ask for your own password
This or something else?
| Form submissions have stopped reaching your CRM, or are arriving incomplete | This fix covers it |
| You want a webhook or Zapier connection fixed instead of a direct CRM integration | Zapier / webhook connection repair |
| The CRM itself is reporting an outage or service disruption on its end | Outside what we can fix — that’s the CRM’s own service issue, resolved on their timeline, not ours |
| You’re setting up a CRM integration for the first time, not fixing a broken one | Worth confirming this is a repair, not a new setup — the approach and scope differ |
What you are seeing
- Form submissions no longer appearing as new records in your CRM
- Records arriving in the CRM but with missing or incorrect field data
- An error visible in the CRM’s own integration or API logs
- The issue possibly starting after a CRM plan change, API credential expiry, or a form plugin update
Common causes
- An API key or authentication token that expired or was revoked on the CRM’s side
- A field mapping between the form and CRM broken by a change to either system’s field structure
- The CRM’s API itself changing in a way that’s no longer compatible with the existing integration method
- A downgrade in CRM plan removing access to the API tier or feature the integration relies on
- Duplicate-detection rules on the CRM’s own side silently rejecting submissions it treats as repeats of an existing contact
What we do
- Check both the form plugin’s and the CRM’s own logs for the specific failure point
- Identify whether the cause is an expired credential, a broken field mapping, or an API-level change
- Reconnect or reconfigure the integration to restore correct data flow
- Verify field mapping sends complete, accurate data
- Test with a real submission end to end to confirm records arrive correctly
- Flag clearly if the root cause is something only the CRM provider or your account plan can resolve
What is included
- The specific cause of the CRM integration failure identified and corrected, where it’s within our control
- A tested, confirmed working connection end to end
- Verified complete and accurate field mapping
- A clear flag if the cause is on the CRM’s own side, outside what we can fix
Not included
- Resolving an outage, bug, or API limitation on the CRM provider’s own side — that’s the provider’s responsibility, not ours
- Upgrading your CRM plan or negotiating with the provider on your behalf
- Webhook or Zapier-specific connection issues, a separate, related fix
- Ongoing monitoring for future changes on the CRM’s side
Questions about this fix
What if the CRM itself changed something and that's really the cause?
We'll tell you plainly if that's what we find — we can reconfigure the integration on your site's side to work with a CRM-side change, but we can't fix a bug, an outage, or a feature restriction on the CRM's own platform, since that's outside what we control.
Could my CRM plan actually be the problem?
Yes, this happens — some CRMs restrict API access or specific integration features to higher-tier plans, and a downgrade (even an accidental one) can silently break a previously working connection.
How do I know if this is my site's fault or the CRM's?
Checking both sides' logs is exactly how we make that determination — rather than assuming it's one or the other, we look at where the actual failure is occurring.
Will you need my CRM login to fix this?
Where possible, a delegated or limited-access connection (an API key, an integration-specific permission) is preferable to your full account password — we'll ask for whatever access is genuinely needed, not more.
Can this happen again even after it's fixed?
Yes, if the CRM changes its API or your plan again in the future — this is a real, ongoing characteristic of depending on a third-party service's own account and infrastructure, not a one-time risk that's eliminated permanently.
Related fixes
If this is the second time this year
A bad update breaking the site is a symptom of updates not being tested first. Care plans run every update on a staging clone before it reaches your live site, which is the actual fix for this happening again.
Your access, your rules
Create a separate admin account for us and delete it when we are done. For anything else, we get in touch and agree a method — never a form field on this site, never by reply to an email.
We back up first, always
Before anything is touched we take a full backup and keep it for 30 days. If a fix goes wrong, we put the site back exactly as it was.
If it is not what you bought
If the problem turns out smaller than what you ordered, we refund the difference. If it is bigger, we stop and send a quote before doing any extra work.
If we cannot fix it
You get back what we received. Diagnosis is on us — you only pay when the problem is actually solved. The payment processor takes its fee before the money reaches us, so we never hold it and it is not ours to return. That is true here as everywhere else.
If it comes back
Reply within seven days of delivery and we put it back on the bench at no cost. The fix is not finished until it holds.
What we are responsible for
If something goes wrong with a fix, our responsibility is limited to what you paid for it. We take a full backup first so mistakes can be undone, and we tell you before doing anything outside what you bought.