Sometimes you might look for a contact to be pulled in to Exceed, with no luck. In this article, we'll share possible reasons and suggested solutions.

Is the contact already in Exceed?

Search for the contact's email in your Contacts Page.
If the contact is already in Exceed and his status is Ended or Assigned, check out this article on how to move contacts between sequences (note that this change in setting will apply to all of your sequences).
Alternatively, if the contact is in Approached, Engaged, New or Escalated status, you'll first need to end him, prior to moving to another sequence

Is the contact's email address valid?

Make sure the contact email address doesn't have any spaces, comms, etc.

Have you selected a report for the sequence and turned the integration on?

Go to the sequence > Integrations tab. Next to the desired entity, make sure you've selected the right report, and it is turned on. Remember, this toggle would only pull in contacts, while the sequence toggle would initiate email sending.

Does your integration user has permission to see this report in full?

Check whether you're using personal filters like "My Contacts" or a field that the integration user cannot access. The easiest way of checking would be to log in to Salesforce with the same user synced with Then, validate you're seeing there what you've expected to see.
Plus, verify that this user has permission to see all the fields (read type at least) and that the values on your filters are valid, meaning you can select them.

To find out with which user you are synced, navigate to the Integrations page and check for the email in brackets

Is your integration turned on?

Check out the Integrations page, for the selected CRM and entity, and make sure the integration toggle is on.

Is your retrieval on?

Make sure your retrieval is on and you may also change it temporarily to every 5 minutes to see whether it would retrieve now the contacts you were looking for. Don't forget to change it back! (Recommended is at least 1 hour).

Have you reached your CRM API capacity?

When this happens the synched user would receive an email notification. If so, stay tuned as maybe in the next round it might pull in the contacts.

Check out our Retrieval Test option for more details

At the bottom of the integration page, you may provide an email address to be tested:

Salesforce users - make sure your report has the 15 digits Contact ID or Lead ID as one of the report columns. It is used to map the contacts properly.

Check out this article for further assistance: Using Reports with Salesforce

Still can't find out why? Just send the details to and we'll help you!

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