Step 1: Determine the problem

In order to fix an issue, you need to know what that issue is. InTouch FollowUp has a record of every lead that was sent to your Club Management System and it will tell you if it was saved successfully or if an error occurred. Sometimes, warnings will occur - this means a lead was saved, but it might be missing certain information.

This data record is called the Connector Log and each InTouch Follow-Up site that is integrated with a Club Management System has a URL Connector under Admin>Club.

Read more on the Connector Log (how to access it and how to read it)

Step 2: Fix the problem

1. Read the Connector Log to determine the error or warning
2. Correct the error within the lead and click Save. This will re-send the lead.
3. If the error was not due to lead information (i.e. Your CMS was offline), a change in the lead record must still occur for the lead to re-send. Open the lead, make a change to the record (i.e. Add a period to their address. You can always remove it later) and click Save. 

Examples of Common Errors & Warnings

WARNING: Staff was missing from [your CMS]. Unable to find a staff with email address 'abc@xyz.com'. Leads cannot be assigned to this staff in [your CMS].

SOLUTION: The staff person is not matched properly. See Setting Up Your Staff

WARNING: The staff owner for 'John Smith' was not found in the Connector and will be sent to your club management system (CMS) without an owner. To fix this, please update the staff in your CMS and ensure the email address is set, then update and save the staff in InTouch with the same email address.

SOLUTION: The staff person is not matched properly. See Setting Up Your Staff

ERROR: ProcessorException with '[your CMS]'. Unknown web service error while calling the [your CMS] web service to save the user. The error returned from [your CMS] was Invalid value for parameter memberId - Member exists but is not a prospect.
 Please send this error ID to your [your CMS] support team.

SOLUTION: Contact your Club Management System. The Connector tried to reach your CMS to send the lead, but couldn't. 

ERROR: An unexpected error has occurred. Please email support@intouchfollowup.com with the Tracking UUID below.

SOLUTION: Email support@intouchfollowup.com with the lead's name, timestamp, and the Tracking UUID listed in the Connector Log