With the hundreds or perhaps thousands of records you will be syncing with Autofy, it is likely that at some point or another you will run into a record that does not sync. There are many reasons why a record may not sync and when this happens, we do our best to provide you with details on how to fix it. But, of course, there may be times when you need a bit more information on how to resolve the issue. In those moments, please do not hesitate to reach out. Below are four bullet points of information that are helpful to provide us with right from the get-go so we can start to investigate the issue for you.  

  • Provide a screenshot of the exact message you are receiving.  
  • Which step of your sync is the error occurring on? 
  • Provide a screenshot of the record the error is occurring on. (If the same error is occurring on multiple records provide screenshot example of one record receiving the error.) 
  • If the record is coming from Salesforce, please provide the Salesforce ID. 


As a reminder, please know that depending on your specific scenario, we may ask for more details but giving us the information above is a great start.  

Example:

Provide a screenshot of the exact message you are receiving.

Which step of your sync is the error occurring on? If possible, hover over the Step Number and provide us with the Number that appears.  

Provide a screenshot of the record the error is occurring on. (If the same error is occurring on multiple records provide screenshot example of one record receiving the error.) 

If the record is coming from Salesforce, please provide the Salesforce ID. 


As a reminder, the best way to get in touch with us by reaching out to support@getautofy.com

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