Troubleshooting Guide
Find solutions to common issues and learn how to get help.
Scanning Issues
Scan not finding expected duplicates
Possible Causes
- • No matching fields configured for this object type
- • Match thresholds are set too high
- • Fields used for matching have different values than expected
Solutions
- → Configure matching fields in Settings → Matching Rules. Blocking is automatic based on these fields.
- → Lower the match threshold temporarily to see if pairs are being filtered out.
- → Check the field values on both records—minor differences like extra spaces can affect matching.
- → If using AI matching, ensure AI fields are configured correctly.
Scan is very slow
Possible Causes
- • Large number of records with many potential matches
- • AI matching processing many embeddings
- • Database connection issues
Solutions
- → Blocking is automatic based on your matching fields. Ensure you have appropriate fields configured.
- → For AI matching, the first scan generates embeddings which takes time. Subsequent scans use cached embeddings.
- → Try running a smaller scan (single object) to isolate the issue.
- → Check Salesforce API limits in Setup → Company Information.
Scan stuck in 'Queued' status
Possible Causes
- • Another scan is currently running
- • Worker process issue
Solutions
- → Only one background scan runs per organization at a time. Wait for the current scan to complete.
- → Check if another scan is showing as 'Processing' in the scan history.
- → If no other scan is running, try refreshing the page or starting a new scan.
- → Contact support if the issue persists for more than 30 minutes.
Merge Issues
Merge failed with error
Possible Causes
- • Insufficient Salesforce permissions
- • Record locked by another user or process
- • Validation rule preventing update
Solutions
- → Ensure your Salesforce user has Modify and Delete permissions on the object type.
- → Wait a few minutes and try again—the record may be temporarily locked.
- → Check Salesforce validation rules that may be blocking the update.
- → Review the error message for specific field or permission issues.
Merged record missing data
Possible Causes
- • Field value was selected from wrong record
- • Field not included in merge preview
Solutions
- → Always review the merge preview carefully before confirming.
- → For bulk merges, check the survivor selection rule in settings.
- → If data was lost, check the Salesforce Recycle Bin—deleted records can be restored within 15 days.
Connection Issues
Salesforce connection error
Possible Causes
- • OAuth token expired
- • Salesforce API limits exceeded
- • Network connectivity issues
Solutions
- → Re-authenticate by going to Settings → Salesforce Connection and clicking 'Reconnect'.
- → Check your Salesforce API usage in Setup → Company Information.
- → Wait 24 hours if API limits are exceeded—limits reset daily.
- → Check if Salesforce is experiencing issues at status.salesforce.com.
Records not syncing from Salesforce
Possible Causes
- • User doesn't have access to all records
- • Filter criteria excluding records
- • Sharing rules restricting visibility
Solutions
- → True Record can only see records the connected user has access to in Salesforce.
- → Check if sharing rules or role hierarchy is limiting record visibility.
- → Consider using an integration user with 'View All Data' permission.
Credit Issues
AI Credits depleted unexpectedly
Possible Causes
- • Large scan with many new records
- • Embedding regeneration due to field changes
- • Multiple scans in quick succession
Solutions
- → Check credit usage history in Settings → Add-ons.
- → New records require embedding generation which uses credits.
- → Changing AI fields triggers re-embedding—avoid frequent field changes.
- → Purchase additional credits if needed.
Verification credits not working
Possible Causes
- • Wrong credit type
- • Zero balance for that verification type
Solutions
- → Each verification type (email, phone, address) has its own credit pool.
- → Check the specific credit balance in Settings → Add-ons.
- → Purchase the correct credit type.
Getting Help
If you can't resolve your issue, we're here to help.
Report a Bug
Click the bug icon in Settings to quickly report an issue with automatic context.
Email Support
Email support@truerecord.app with details about your issue. Include screenshots and error messages when possible.
Priority Support
Business and Enterprise plans include priority support with faster response times.
Information to Include
• Your organization name
• Steps to reproduce the issue
• Error messages (exact text)
• Screenshots if applicable
• Scan ID or record IDs involved
• Browser and operating system
Frequently Asked Questions
How do I report a bug?
Use the bug icon in Settings to quickly report an issue with automatic context, or email support@truerecord.app with a detailed description, steps to reproduce, and any error messages.
What's the typical response time for support?
We aim to respond to all support requests within 24 hours. Business and Enterprise plans receive priority support with faster response times.
Can I request a feature?
Absolutely! Send feature requests to feedback@truerecord.app. We review all suggestions and prioritize based on demand.