Common Issues and Solutions

Account Management Issues

Credit Depletion

Issue: Your credits are being used up faster than expected.

Solutions:

• Monitor usage:

  1. Go to "Settings" > "Credit History"

  2. View detailed reports on Credits consumed and API Usage.

• Optimize enrichment settings:

  • Only select the data points you actually need

  • If you use the LeadMagic Email Finder, it's not necessary to then validate those emails

User Access Problems

Issue: Team members are having trouble accessing certain features.

Solutions:

• Review permission settings:

  • Check user roles in "User Management"

  • Ensure appropriate permissions are assigned

  • Consider creating custom roles for specific needs

• Address authentication issues:

  • Reset user passwords if needed

  • Check for browser compatibility issues

  • Verify email addresses are correctly entered

• Training and resources:

  • Share LeadMagic HelpCenter materials with new users

  • Create custom guides for your specific workflows

Integration Challenges

API Connection Problems

Issue: Your custom integrations or applications can't connect to the LeadMagic API.

Solutions:

• API key verification:

  • Confirm you're using the correct API key

  • Check that the key has appropriate permissions

  • Generate a new key if necessary

• Request formatting:

  • Verify your requests follow the documented format

  • Check for common JSON formatting errors

  • Ensure all required parameters are included

Data Import/Export Issues

File Upload Failures

Issue: Your data files aren't uploading successfully.

Solutions:

• File format issues:

  • Save your file as CSV or XLSX (avoid XLS if possible)

  • Use UTF-8 encoding for CSV files

  • Remove special formatting, formulas, and macros

• Size and content constraints:

  • Keep files under 50,000 records (10 GB)

  • Split larger files into multiple uploads

  • Remove unnecessary columns before uploading

• Header row issues:

  • Ensure your file has a clear header row

  • Use simple, standard column names

  • Avoid merged cells or complex headers

Delayed Enrichment Processing

Issue: Your enrichment jobs are taking longer than expected.

Solutions:

• Job size optimization:

  • Break large lists into smaller batches (under 5,000 records each)

  • Process high-priority

  • Schedule large jobs during off-peak hours

Account-Specific Issues

Billing and Subscription

Issue: You're experiencing issues with billing or your subscription.

Solutions:

• Payment method verification:

  • Check that your payment method is up-to-date

  • Verify billing address matches your payment card

  • Add a backup payment method if possible

• Invoice and receipt issues:

  • Access all historical invoices in Billing Settings

  • Request invoice corrections if needed

  • Set up additional email recipients for billing notifications

• Plan changes:

  • Follow proper procedures for upgrades or downgrades

  • Be aware of any proration or term commitments

  • Contact billing support for personalized assistance

Getting Additional Help

If none of the solutions above resolve your issue:

• Search the Knowledge Base:

  • Our help center contains detailed articles on specific topics

  • Use the search function to find articles related to your issue

• Contact Support:

  • In-app chat: Available during business hours

  • Please allow up to 72 hours for a response

When contacting support, please include:

• Your account email address

• Detailed description of the issue

• Any error messages (screenshots are helpful)

• Steps you've already taken to resolve the problem