Troubleshooting CRM setup issues

Prerequisites

Before initiating the integration, ensure the following:

• You are on a Teams or Teams Pro plan with Firmable. 
• You have the Admin or Integration role permission on Firmable and an Admin role equivalent in your CRM.
• You have connected your CRM with Firmable. See our set up guides for more information.

How to diagnose a broken sync

If a push isn't landing the way you expect, work through these steps in order before contacting support. Most setup issues are solved by step 3.

Step 1: Identify the exact symptom

Before changing anything, write down exactly what happened: what record did you push, what came through in the CRM, and what didn't. "It's not working" isn't a symptom, "the company record was created but the industry field is blank" is. Check Firmable's push history for an error message in the Download Centre and note it word for word for example a required-field error such as 'Required field Industry Type not populated' tells you exactly which field is blocking the push, rather than guessing..

Step 2: Compare both sides

Open the record in Firmable and the same record in your CRM side by side. This isolates which of three things is actually happening:

• The data doesn't exist in Firmable for that field, so nothing will map it because there's nothing to map
• The data exists in Firmable but the field mapping is wrong or missing
• The data exists and is mapped correctly, but your CRM's own required-field or validation rules are blocking it (a common cause: a mandatory custom field on your CRM's side that Firmable isn't set up to populate)

Step 3: Narrow by elimination

Test one variable at a time rather than changing several settings at once:

• Confirm every field you expect to push has both a mapping and a Sync Rule set (Don't sync / Override / When blank). A single unmapped field or a field with no sync rule configured can block the entire push, not just that one field's value, this is one of the most common causes of a push failing outright.
• Push a single test record rather than a bulk push, so you're only looking at one outcome
• If the field mapping looks correct, check the Sync Rule for that field (Don't sync / Override / When blank), a mismatched rule can look identical to a mapping error
• If it's a picklist or dropdown field, confirm Firmable is pushing a value your CRM's picklist actually contains, a value that doesn't match an existing option can fail silently in some CRMs
• Confirm you're testing in the environment you think you are, sandbox and production CRM connections behave independently

Step 4: Test and verify

Once you've made a change, push a test record again and go check the actual record in your CRM. A push showing as completed in Firmable doesn't confirm the data landed correctly on the CRM side, always verify in the CRM itself.

Step 5: If it's still not resolved

Some setup issues aren't a mapping fix, they need a CRM-side workaround (a Salesforce Flow, a Power Automate flow, a Pipedrive custom field) built with your CRM admin. If you've worked through steps 1-4 and the gap is CRM-side logic rather than a Firmable setting, contact support@firmable.ai with what you found in steps 1 and 2, it gets you to a resolution faster than starting from scratch.