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Common Issues

Quick solutions to frequently encountered problems.

Leads Not Appearing

Symptom: Webhooks are sent but leads don’t appear in Lead Warmer.

Solutions:

  1. Check webhook response - Ensure you’re getting 202 Accepted
  2. Verify signature - The X-Signature-Key header must match
  3. Check payload format - email field is required
  4. Review ingestion rules - Lead may be filtered out
# Test your webhook
curl -X POST https://api.leadwarmer.net/webhooks/ingest/{id} \
  -H "Content-Type: application/json" \
  -H "X-Signature-Key: {secret}" \
  -d '{"email": "test@example.com"}' \
  -v

Videos Not Generating

Symptom: Leads appear but videos stay in “pending” status.

Solutions:

  1. Check campaign rules - Lead may not match any campaign
  2. Verify user avatar - User must have HeyGen avatar configured
  3. Check script variables - Missing variables cause failures
  4. Review HeyGen status - Service may be temporarily unavailable

Campaign Not Matching

Symptom: Leads arrive but don’t trigger the expected campaign.

Solutions:

  1. Test rules - Use campaign preview to test matching
  2. Check rule operators - equals requires exact match
  3. Verify field names - Case-sensitive matching
  4. Review priority - Another campaign may match first

Authentication Errors (401)

Symptom: API returns 401 Unauthorized.

Solutions:

  1. Check signature header - Must be X-Signature-Key
  2. Verify secret - Copy fresh from Settings > Webhooks
  3. Check for spaces - Trim whitespace from secret
  4. Regenerate secret - If compromised or lost

Rate Limiting (429)

Symptom: API returns 429 Too Many Requests.

Solutions:

  1. Implement backoff - Wait and retry with exponential backoff
  2. Batch requests - Send multiple leads in batches
  3. Check rate headers - X-RateLimit-Remaining
  4. Upgrade plan - Enterprise has higher limits

Duplicate Leads

Symptom: Same lead appears multiple times.

Cause: De-duplication window is 5 minutes.

Solutions:

  1. Use unique lead_id - Provide consistent identifiers
  2. Check webhook retries - Disable auto-retry in source system
  3. Add dedup_key - Override with unique request ID

Email Not Delivered

Symptom: Video generated but email not received.

Solutions:

  1. Check spam folder - Emails may be filtered
  2. Verify email address - Ensure valid format
  3. Check email logs - View delivery status in dashboard
  4. Domain configuration - SPF/DKIM may need setup

Slow Video Generation

Symptom: Videos take longer than expected.

Normal times:

  • Simple script: 1-2 minutes
  • Complex script: 3-5 minutes

If slower:

  1. Check HeyGen status - External service delays
  2. Simplify script - Shorter scripts process faster
  3. Queue depth - High volume may cause delays

Need More Help?

If you can’t resolve your issue:

  1. Check Webhook Debugging
  2. Review Video Generation
  3. Contact support@leadwarmer.net with:
    • Your organization ID
    • Affected lead IDs
    • Timestamp of the issue
    • Steps to reproduce
ZapierWebhook Debugging