Troubleshooting
Symptom, likely cause and what to do, for the problems people meet most often.
Find the symptom, check the cause, follow the fix. If nothing here helps, see support.
Saving and entering data#
A record will not save#
| Check | What to do |
|---|---|
| Is the name filled in? | It is the only required field on most records. |
| Does the message mention an email? | The address must look like an email, and two contacts or two leads cannot share one. Find the existing record with search. |
| Does it mention a phone number? | Use 7 to 20 characters: digits, spaces and + - ( ) . |
| Is it a Jira work item key? | It must look like PROJ-123, exist, and be visible to you. See Linking to Jira. |
| Is it a date? | Type it as YYYY-MM-DD, for example 2026-11-30. |
Saving seems slow#
Cause: a save goes to the server and back before the window closes. Fix: wait for the window to close. Pressing the button again can create a second copy. If saves are consistently slow, see how much data is comfortable.
I cannot change Settings#
Cause: only a Jira administrator can. Fix: ask one. See Permissions and access.
Records and lists#
A list is empty but I know the records exist#
Cause: a filter or a search is still on. Fix: clear the search box and click any highlighted tile or filter to turn it off. A saved view you clicked earlier also sets filters.
The deals board is not what I expected#
- A deal shows in the column of its stage. If one is missing, check the Lost and Won columns at the end.
- Filters apply to the board as well as the table.
- Each column shows its first 25 cards. Use the table view or a filter to see the rest.
A deal's amount changed on its own#
Cause: once a deal has products attached, its amount follows them. Fix: change the line items, not the amount.
Converting a lead made a contact and a company I did not expect#
Cause: converting uses the lead's linked contact and company, or a company with the same name; if there is none, it creates them from the names on the lead. Fix: link the lead to existing records before converting, or merge afterwards.
I deleted or merged something by mistake#
Neither can be undone, because the app has no recycle bin. The audit trail shows what was removed and by whom, so you can re-enter it.
Numbers#
The Dashboard and a report show different numbers#
- The Dashboard's performance tiles use 7, 30 or 90 days or all time; reports use calendar periods such as This month. Check the period on both.
- A Dashboard filtered to one assignee only counts that person.
The Dashboard does not show my latest change yet#
Cause: Dashboard and Reports are worked out from a summary refreshed every few minutes. Fix: the line under the title says when; press Refresh to update it now.
Win rate shows a dash#
Cause: no deals were won or lost in the period, so there is nothing to divide. Open deals are not counted.
A section opens slowly#
Cause: each section loads its records when opened. Fix: check Settings → Data size; sections are designed for up to 5,000 records.
The currency looks wrong#
Cause: changing the currency in Settings changes the symbol only; it does not convert. An amount entered as 1,000 euros is now shown as 1,000 dollars. Fix: change the currency back, or re-enter the amounts.
The Activities list is missing older changes#
Cause: only the latest 500 entries are kept. See how much is kept.
Import and export#
Import skipped some rows#
The result lists each skipped row with the reason. The usual causes are a missing name, an invalid email or phone number, or an email that already exists. Fix those rows and import only them again.
Import created duplicates#
Cause: import does not look for existing records, so a second import adds a second copy. Fix: find the extra copies with search, then merge contacts and companies, or delete the rest.
A row failed with "no company named …"#
Cause: imported deals and contacts link to an existing company or contact by exact name (capital letters do not matter). Fix: import companies first, and check spelling.
Jira#
I cannot find a record in a picker#
Cause: pickers find records whose name, or a person's surname, starts with what you type. Fix: type the start of the name.
A JQL search finds nothing#
- Only work items linked to a CRM record carry the fields. Check the link on the record's card.
- Put the field name in quotes, as in
"Dealtrail Deals.Stage" = "Negotiation". See the examples.
An Automation rule stopped at a Dealtrail CRM step#
The reason is in the rule's audit log. A work item with no deals is not a failure: Move deals skips it. See Jira Automation.
Links#
A link to a record opens the app but not the record#
Cause: the record was deleted, or the link was cut when copied. Fix: copy the address again from the open card, in full.