Troubleshoot Contacts
Resolve missing contacts, duplicate matches, group authorization, task problems, archive failures, and custom-field issues.
Identify whether the problem belongs to the contact record, the current view, or a private group. Contacts intentionally applies different access rules to each layer.
A contact is missing
- Confirm the organization slug in the URL.
- Check All people and All organizations; they are separate views.
- Clear Search contacts… and active filters.
- Check Archived people or Archived organizations.
- If you are inside a group, search the organization-wide contact view to distinguish a missing record from a missing group assignment.
Add contact offers Select contact
Contacts found an existing person or organization. Review the displayed name and email or domain. Select Select contact when it is the same record. If it is genuinely different, compare the identifying fields before creating another record.
Organization admins can use Duplicates to review People, Organizations, and Merged history. A merge cannot be undone, so never merge based only on a similar name.
A contact cannot be saved
Could not save the contact is the general create error. Confirm:
- Name is present;
- a person has a valid, non-duplicate Email;
- an organization’s Domain is formatted as a domain rather than a mailbox;
- the record has not changed in another session.
For phone edits, Phone number already exists means that number is already stored on the record.
A private group is missing or read-only
Group not found can mean the group was deleted or that the current user cannot read it. Ask the owner to confirm the group and access grant.
- Read only permits viewing.
- Read and write permits changing contacts and group content.
- Only the owner can add members or change grants.
If you see You are not authorized to manage access for this group, being an organization admin does not override private-group ownership for access administration.
Allow Kanban grouping is unavailable
The field must be single-value and use select, priority, boolean, or user type. If Allow multiple values is enabled, Kanban grouping is unavailable. If the setting changed while the editor was open, reload after Cannot create the custom field. The feature setting changed. Reload the page.
Archive or unarchive failed
Keep the exact message, such as Could not archive NAME or Could not unarchive NAME, then reload the relevant active or archived view. Confirm the record did not already move before retrying. Do not use permanent deletion as a workaround for an archive failure.
An affiliation cannot be added
Cannot add the association. It already exists. means the same relationship is already recorded. Open the contact’s current affiliations or relationships and edit the existing entry instead of adding a duplicate.
What to include when escalating
Provide the organization slug, record type, page, visible error, and approximate time. Use a record ID when an approved support channel asks for one. Do not send private notes, interactions, messages, contact exports, or unrelated personal details.