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CRM troubleshooting

Fix sync failures, missing fields, import errors, and customers or values that don't show.

What to check when CRM doesn't behave. Most sync problems show a Last error message on the integration card — start there.

Syncing

A sync is stuck or shows an error

Open CRM Sync and read the Last error on the card. Press Sync now to retry. If it keeps failing, check your CRM's API limits (HubSpot/Salesforce both rate-limit), confirm the connection is still Connected, and re-read the cause below.

HubSpot: token not working

The token has expired or is missing a scope. Create a fresh Private App in HubSpot with all three scopes — crm.objects.contacts.read, crm.objects.contacts.write, crm.schemas.contacts.write — copy the new token, and reconnect on the HubSpot card. See Connect and sync to HubSpot.

Salesforce: "some fields are missing"

The four Yeti_*__c Contact fields aren't all present (or aren't visible to the connecting user). Ask your Salesforce admin to add all four — Yeti_Customer_Id__c, Yeti_Lifetime_Spend__c, Yeti_Visits__c, Yeti_Last_Visit__c — exactly as named, then reconnect. See Connect and sync to Salesforce.

Duplicate contacts appeared after the first sync

If a contact already existed in your CRM by email or phone, the first sync may add a second one. Merge the two by hand in HubSpot/Salesforce. Later syncs match on the stable Tillable customer ID, so no new duplicates appear.

An archived customer is still in my CRM

Archiving is reflected on a full re-sync (Sync now), but a contact already pushed may linger in your CRM — remove it there by hand if you don't want it.

Importing

"No rows have a name"

The import needs a column mapped to Name, and each row needs a name in it. Re-check the column mapping (the wizard recognises headers like Name, Customer, Full Name, Contact) and that your name column isn't empty for the rows you expect. See Import customers.

Some rows were skipped

Rows with an empty name are skipped. The summary shows how many — open the file, fill in the missing names, and re-import (it's safe to re-run).

Customers and fields not showing

A customer isn't in the list

  • Confirm CRM is switched on (you should see CRM Sync and Custom fields in the sidebar). See Set up CRM for your account.
  • Check you're not on the archived view or filtered by a tag/segment that excludes them.
  • Customers are scoped to your account only — you'll never see another business's customers.

A custom-field value isn't showing on a profile

Only fields with a value appear on the detail page — an empty field is hidden, not shown blank. Also check the field still exists: deleting a field hides its values (re-create it with the same key to bring them back). See Custom fields.

Search isn't finding someone

Search covers name, email and phone only — not notes or tags. To find by tag, pick it from the All tags dropdown next to search. See Search, filter and segment.

A guest who came in shows £0 spent

A guest's spend comes from the bills tied to them. If reception marked the guest arrived and a waiter then opened a bill by tapping the table on the till, that bill may not have been tied to the booking — so nothing counted towards the guest.

  • Open the booking in Bookings. Its Bill row says No bill yet when nothing is tied to it. Tap Pick bill, choose the right bill and tap Link bill: everything already paid on it counts towards the guest straight away.
  • The planner's Seated, no bill yet list shows every party still waiting for a bill.
  • Linked the wrong one? Not their bill on the booking takes it off again, and exactly what it added comes off their spend.

Refunds come off a guest's spend too: when a sale they made is refunded, their total goes down by the refund, and back up if the refund fails.

Bookings or gift cards aren't linked to a customer

They're matched by email. If a customer has no email on file, their bookings and gift cards won't appear — open Edit, add their email, and matching ones link automatically.

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