Work through this list from the top. Most problems are found in the first three steps.
1. Look at the source card
Open Settings → Lead Sources and find the source that should be sending leads. The line on its card tells you the state.
| The card says | What to do |
|---|---|
| Waiting for the first submission | Nothing has arrived yet. Check step 2. |
| Listening for a test (N min left) | Submissions are waiting on the card. See step 3. |
| Paused. Submissions are ignored. | Switch the source back on. Nothing was saved while it was paused. |
| A red line in plain words | Read it and follow it. See step 4. |
| Last lead 2 hours ago | The source works. Check steps 5 and 6. |
2. Check that the other tool has the right address
- Did you paste the full address from the card into your form plugin or tool?
- Did you submit the form after saving the setting?
- If you pressed Make a new address, the old address stops working after 7 days. Update the other tool with the new one.
- Press Send a sample instead on the card. If the card lights up, Arraxis is fine and the problem is in the other tool.
3. Check for submissions waiting on the card
New sources listen for a test for 30 minutes. A submission that arrives during that time waits on the card instead of becoming a lead. Press Looks right, save, or press Add it as a lead on one submission. Everything waiting is added when the listening ends. A submission marked This was my test, do not add it never becomes a lead, and neither does anything sent with a Send a test button.
4. Check that Arraxis can read the fields
A lead needs a phone number or an email address. A name alone is not enough. If the card says "No phone or email was found", open the source, click the field that holds the phone number, and press Looks right, save.
5. Check whether it was a duplicate
- The same submission sent twice is one lead.
- When someone who is already a lead writes again, Arraxis adds it to their open lead as "Enquired again" and tells the owner. It does not create a new lead.
- If you imported a spreadsheet, rows can be skipped when the person is already in Arraxis. The check step before import tells you how many.
6. Check your filters
On the Leads page, clear any filters and search boxes. The lead may be there but hidden by a stage, source or date filter.
Facebook and Instagram lead ads
- Open the connection in Settings → Integrations and check that the right Page is connected and the form is ticked. Only ticked forms are imported.
- If Arraxis says "Meta refused access to leads", open Facebook Business Settings → Integrations → Leads Access and allow Arraxis and the person who connected Facebook.
- If it says Facebook disconnected Arraxis from your Page, press Reconnect, using an account that fully controls the Page.
- If leads arrive twice, switch off any other tool that also sends your Facebook leads.
- Arraxis checks every 6 hours for leads it missed, so a late lead will still appear.
More detail is in Connect Facebook and Instagram lead ads.
WordPress plugin
- Open Settings → Arraxis Leads in WordPress. Is the page showing "Connected to" your address?
- In box 2, are your forms ticked and saved? Forms are off until you tick them.
- If the page says Arraxis refused the key, copy the new key from Arraxis.
- If your host blocks outgoing connections, or its scheduled tasks are not running, leads wait. Ask your host for help. The plugin retries on its own, and Retry now sends anything that is waiting.
More detail is in Install the Arraxis WordPress plugin.
Google Forms, Shopify and Google Ads
- Google Form: if Google emails you "Summary of failures for Apps Script", open the card to see the last error. If you renamed a question, match it again on the card.
- Shopify: if the card says "Blocked a message from" a website, press Add it when it is yours, and check your store addresses. Your theme may also send the contact form in a way Arraxis cannot see. Use an Arraxis form instead.
- Google Ads lead form: if the key in Google Ads does not match, real leads are refused until you paste the key again. A refused lead is kept, so you can add it after checking.
Still stuck?
Email support@arraxis.site and tell us three things: the name of the source, when you last sent a test, and what the card says. Please do not send passwords or keys.
Last updated 4 October 2026.