Need help applying this to your account?
Contact support and we will keep this article attached to your request.
Overview
If an ActiveCampaign record is missing or a referral has not qualified, start with the checks for the workflow you are using. Leads, Referrers, Qualification Rules and the contact sync are separate parts of the ActiveCampaign integration.
What should I check first if my ActiveCampaign integration isn't working?
Select the campaign first, then open Integrations and API and choose CRM. Confirm that ActiveCampaign says Connected. Next, open the tab for the thing that is not working: Leads for campaign leads, Referrers for new referrers, or Leads and Qualification Rules for automatic qualification.
Check that the relevant action is not set to Nothing to action, that all required fields are mapped, and that you saved the changes.
Why can't I connect ActiveCampaign?
Copy the API URL and API Key again from Settings → Developer in ActiveCampaign. If you cannot see Developer in Settings, ask an admin of your ActiveCampaign account for help. Make sure you paste the whole API URL, for example https://youraccount.api-us1.com, and the whole API Key. If the details are wrong, the Connect ActiveCampaign window shows an error and stays open.
In Referral Factory, only the account owner or an Account Admin can connect or disconnect ActiveCampaign. Campaign Admins can change the Leads and Referrers settings, but cannot connect it.
Why did ActiveCampaign disconnect by itself?
If your API key stops working, for example because it was reset in ActiveCampaign, Referral Factory disconnects ActiveCampaign and emails the account owner. Your campaign settings are kept. Connect again with a working API key to continue.
Why isn't a new lead being sent to ActiveCampaign?
Open the Leads tab and check When lead joins campaign. It must be set to Create New Contact In ActiveCampaign or Create New Deal In ActiveCampaign, not Nothing to action. Then open Map your fields and check that Email (Contact) and First Name (Contact) have a Referral Factory value.
For a deal, Pipeline and Deal Stage must also be selected. If they are empty, the contact can still be sent, but no deal is created, so the referral cannot qualify. If the setup shows Setup Required, complete the required rows and save again.
Why isn't a new referrer being sent to ActiveCampaign?
Open the CRM Referrers tab and check When referrer joins campaign. Choose Create New Contact In ActiveCampaign or Create New Deal In ActiveCampaign, then complete every required mapping and save.
These settings apply to new referrers who join after the action and mappings have been saved. For a referrer you added by hand, open the actions menu on the referrer’s row and choose Sync with CRM.
Why isn't ActiveCampaign qualifying referrals automatically?
Automatic qualification only works when the campaign creates deals. Check that the Leads tab is set to Create New Deal In ActiveCampaign, and that Qualification Rules is set to The deal stage would change or The deal would be marked as WON.
For a stage rule, check the selected pipeline and deal stages. For a won rule, check that the matching deal is marked as won. If a referral was qualified and then went back to not qualified, the deal moved to a stage that is not selected or is no longer won. Referral Factory checks deals every 15 minutes, so allow up to 15 minutes before testing again.
Why is the referral link empty in ActiveCampaign?
Check the contact sync settings: Referral Link must be mapped to an ActiveCampaign contact custom field, and a text field works best. After the sync, it can take a few minutes for the link to appear on the contact. Contacts without an email address or first name are skipped by the sync. If the person joined the campaign by themselves before the sync, their link is sent using the Referrers tab mapping instead, so map Referral Link there too.
Why are some ActiveCampaign fields missing?
Open the relevant mapping section and select Reload CRM fields. Then open the field menu again. If no pipelines are listed, create a pipeline in ActiveCampaign first, then reload the fields.
A field only updates when it is mapped to a Referral Factory value and the saved action sends that workflow to ActiveCampaign.
What happens if the person already exists in ActiveCampaign?
ActiveCampaign does not allow two contacts with the same email address. Under How to handle duplicate users, choose whether Referral Factory should leave the existing contact as it is, or update it. Read the full text of each option before choosing one.
What happens when I disconnect ActiveCampaign?
Your campaign settings are kept, so they work again when you reconnect. Referral Factory emails the account owner a reminder to reset the API key in ActiveCampaign under Settings → Developer, so the old key can no longer be used.
When should I contact Referral Factory support?
Contact support if ActiveCampaign does not connect with a working API key, a required field cannot be mapped after you reload CRM fields, a saved Lead or Referrer action still does not create a record, or a qualification rule does not update the matching referral after the deal meets the rule.
Include the campaign name, whether the issue affects a Lead, Referrer, contact sync or Qualification Rule, the selected ActiveCampaign action, the time you tested it, and the exact error or visible result. Do not send your API key, passwords or other credentials when asking for help.