Missing leads in your dashboard?

Why some leads don't show up in LeadJourney – and how to debug it step by step, from your CRM webhook and event setup to identifiers, deduplication, the blacklist and your report filters.

If leads are coming into your CRM but only some – or none – of them show up in LeadJourney, the gap is almost always one link in the chain that records a lead: the event in your Events Manager, the webhook your CRM sends, and the identifier that ties that lead back to a click. This article walks that chain in order so you can find the break quickly.

In short – check these, in this order

You're looking in the right workspace and date range (and the Conversions Logs filters aren't hiding rows).
Events are actually arriving – check Last Received in the Events Manager.
The event type your CRM sends matches an event you created.
The Webhook URL, Workspace ID and Postback Secret are correct.
Each lead carries an identifier (click_id, email or phone).
Your deduplication mode and blacklist aren't silently dropping leads.

How a lead gets recorded

A lead only lands in LeadJourney when all of these are true:

The event exists in your Events Manager (every workspace starts with a Lead event).
Your CRM, form or automation fires a webhook to LeadJourney's Conversion API when the lead comes in.
The webhook reaches the right endpoint with the correct Webhook URL, Workspace ID and Postback Secret.
The payload carries the matching event type and at least one identifier (click_id, email or phone) so the lead can be tied to the click that created it.

Break any one of these and leads either never reach LeadJourney, or they arrive but can't be attributed. The steps below check each one. For the full setup, see Events & the Events Manager.

Where lead data shows up

Reports / dashboard – leads aggregated per channel, campaign, ad set and ad.
Settings → Events – the Events Manager shows each event's Total Events count and Last Received date. This is the fastest way to confirm whether leads are arriving at all.
Settings → Logs → Conversions Logs – one row per conversion event (a lead, sale, …), with the revenue and the lead's email, phone and name where available. This is the best place to confirm whether a single lead actually came through. See Understanding your logs.

Can't see the Logs tab at all?

The Logs tab only appears for users with the Logs permission. If it's missing, ask your workspace owner to grant it on the Sub-users tab – the data may already be there.

Missing entirely, or just missing from a campaign?

These two look the same on the dashboard but have different causes. A lead with no matching click (no click_id, and its email/phone don't match a tracked visitor) can still appear in Conversions Logs, but it has nothing to attribute it to – so it won't show under any channel or campaign in your reports. Always check the Conversions Logs first: if the lead is there but unattributed, the problem is matching (Step 5), not a missing webhook.

Debug it step by step

Rule out "it's there, just filtered"

Before assuming leads aren't tracking, make sure you're not hiding existing rows:

Right workspace. If you belong to more than one, confirm you're in the one your CRM sends events to.
Date range. Conversions Logs and reports default to the current month. A lead from earlier won't show until you widen the range.
Saved filters. LeadJourney remembers your filters per tab. An old Conversion Type, channel or advanced filter can hide everything – click Reset to clear them.
Time zone. Timestamps follow your workspace time zone, so a very recent lead can look like it's on a different day. See Data shown in the wrong time zone.

Confirm events are actually arriving

Open Settings → Events. Each event row shows its status, Total Events count and Last Received date.

If your Lead event is Active and Total Events is going up, leads are reaching LeadJourney – the issue is filtering (Step 1) or matching (Step 5), so jump there.
If it's stuck on Created with Last Received: Never, no events are getting through yet. Continue with the steps below to find out why.

Check the event `type` matches an event you created

LeadJourney only records an event whose type matches an event you've created in the Events Manager. If your CRM sends new_lead but your event is named Lead, the webhook is received but dropped – so the lead never appears.

Compare the type field in your CRM/automation payload with the exact event name in the Events Manager (names allow letters only and are case-sensitive).
Make sure the event you're sending exists – if you renamed or deleted it, recreate or point your integration at the right name. See Create an event.

Verify the webhook credentials

If nothing is arriving, the webhook itself may be misconfigured. Open the Conversion API tab in the Events Manager and check your integration against it:

Webhook URL – the exact endpoint events are sent to.
Workspace ID – the workspace the lead should land in.
Postback Secret – your authentication token. If you regenerated it, every integration still using the old secret will be rejected – update them.
Authentication style – use the Token in URL variant for platforms that can't send custom headers (e.g. HubSpot); otherwise send the Authorization header.

The Conversion API tab includes a ready-to-copy example request you can compare against field by field.

Make sure each lead carries an identifier

For LeadJourney to attribute a lead, the payload must include at least one of:

Field	Description
`click_id`	The lead's click ID – the strongest match.
`email`	The lead's email address.
`phone`	The lead's phone number.

Without any of these, LeadJourney has nothing to tie the lead to the original click. The event may still be recorded in Conversions Logs, but it stays unattributed – which is exactly why it can be missing from a specific channel or campaign while still existing in the logs. Check that your CRM actually populates one of these fields (an empty email or a click_id your form never captured is a common culprit).

Check your deduplication mode

Each event has a mode that decides how repeated webhooks for the same lead are handled. If you're seeing fewer leads than expected rather than none, this is the likely cause:

Ignore duplicate postbacks keeps only the first event per lead and silently drops later ones.
Edit conversion with new data updates the existing event instead of adding a new row.

If genuinely separate leads share an identifier (e.g. a shared inbox email or a placeholder phone number), they can collapse into one. Review the event's mode under Create an event → Choose a mode.

Rule out the blacklist

Anything on your Blacklist is excluded from all reports and lead data. A lead can be filtered out by its:

Email or email domain – e.g. a blocked competitor or test domain.
IP or user agent – your own office traffic, or a bot rule that's too broad.
Campaign, referrer or entry URL – the campaign or page the lead came through.

Open Settings → Blacklist and check the lead's details against your entries. Removing an entry tracks matching leads again from then on (it won't recover ones blocked while it was active). See Manage your blacklist.

Give it a moment after a change

If you only just connected your CRM or fixed the payload, allow a little time and send a fresh lead. Also check data retention – very old leads may fall outside your retention window.

Run a quick end-to-end test

The fastest way to prove the whole chain works is to send one event yourself.

Send a test webhook

On the Conversion API tab, copy the example request (cURL) and run it from your terminal, or trigger a single real lead through your CRM. Include a real email or click_id so it can be matched.

Watch it arrive

Open Settings → Events and refresh – the event's Total Events count should tick up and Last Received should update to just now. Then open Settings → Logs → Conversions Logs and confirm a new row appears with the right details.

Clean up the test row

When you're done, select the test row in Conversions Logs and Delete it so it doesn't skew your reports. Deleting conversions is permanent – only remove rows you know are test data.

Still missing leads?

If the event is Active, your type matches, the credentials are right and the payload carries an identifier – but a test lead still doesn't appear – reach out to support. Include your Workspace ID, the event name you're sending, an example payload, and the rough time you sent it so we can trace it fast.