Find author emails troubleshooting
Fixes for when the person you expected is not found, a run comes back empty, or the suggested email is wrong.
No match for someone you expected
Their name is different in your source
Nicknames do not match, so Bob will not find Robert. Check how the contact is stored, then update one of the records or add the email with Edit.
The testimonial has only one name
Run sync skips these. Use Find Email on the testimonial.
They are in a different tool
We search only the source shown after Using at the top of the Email Sync page. Only one can be active.
The match was too weak
Contacts that score too low are not shown. Check the spelling on both sides, or add the email yourself.
A run found nothing
Missing Email says 0. There is nothing to search for.
The authors have one name. They are skipped, even though Missing Email counts them.
The connection failed. A failed search shows no error on this page. Test the connection under Settings > Integrations. See Integrations troubleshooting.
They are not your contacts. People who posted on a public review site may never have been in your CRM.
You have not refreshed. Results do not appear by themselves.
The wrong email was suggested
Two people have similar names
Do not accept it. Use the company to tell them apart. See Email conflicts.
A HIGH match was the wrong person
HIGH means very similar, not certain. Click Undo and choose again, or fix the email with Edit. If a request already went out, see Sending a permission request to withdraw it.
The person is right, but the email bounced
Your source has an old address. Update the contact, then see Bounce handling.
Other questions
It says No enrichment source connected
Connect a supported source. See Find author emails.
A run is slow
It runs in the background and searches one testimonial at a time. Refresh now and then. When Pending Review stops growing, it has finished.
I ran it twice. Will I get duplicates?
No. Running it again updates existing suggestions, and a testimonial with a suggestion waiting for review is skipped.
I want fresh suggestions
Click Reset matches, then Run sync. See Find emails in bulk.
When there is no email to find
Some authors cannot be matched, such as someone who used a handle or was never your contact. You can reach out on the original platform, or leave the testimonial unpublished. If you find their email later, add it and send a request then.
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