🔧 Before contacting support: Work through the relevant issue below. Each problem has a checklist — go through each fix in order. If none resolve it, contact us with the details of what you already tried. This speeds up our response significantly.
I'm not receiving any lead notifications on WhatsApp
After setup, real leads come in but nothing arrives on WhatsApp
Possible Causes
Webhook URL was not saved correctly in TikTok Ads Manager
Your LeadZap account is Inactive or in Grace period
WhatsApp number registered with LeadZap has changed
TikTok campaign is paused or not actively delivering
Fix — Try These in Order
1
Send a test lead first. TikTok Ads Manager → Tools → Lead Generation → Instant Forms → Preview → Submit test data. Did you get a "✅ Connected!" WhatsApp? If yes, your connection works — the issue is your campaign isn't running or hasn't received real leads.2
Check the Webhook URL in TikTok. Go back to your Ad Group editor and verify the Webhook URL field still shows your full LeadZap URL. Edits to other ad group settings can sometimes clear this field. Re-paste and save if needed.3
Verify your account status. If your account is in Grace or Inactive, leads will not be delivered. Check your renewal reminder WhatsApp message and make payment to reactivate.4
Confirm your WhatsApp number. Notifications go to the number you registered — not your TikTok number. If your WhatsApp number changed, contact us to update it.🔍 Still stuck after all 4 steps? Contact us with: (a) screenshot of your TikTok webhook field, (b) a screenshot of the test lead result. This helps us diagnose in one reply.
Test lead worked but real leads don't arrive
The ✅ Connected! message came through but actual customer leads are missing
Possible Causes
Your TikTok campaign is paused, budget exhausted, or not reaching people
Leads came in before the webhook was connected (old leads)
Fix
1
Check TikTok Lead Centre first. TikTok Ads Manager → Tools → Lead Generation → Lead Centre. Do real leads appear there? If Lead Centre also shows zero leads, the issue is your campaign — not LeadZap. Ensure your campaign is Active and delivering impressions.2
Check campaign delivery. In TikTok Ads Manager, review today's spend and impressions. If the campaign is paused, out of budget, or still in review — fix that first. LeadZap can only deliver what TikTok sends.3
Old leads are not retroactively delivered. Leads that arrived before you added the webhook will NOT be sent by LeadZap. For old leads, download them manually from TikTok Lead Centre.🔍 If TikTok Lead Centre shows leads but they're not reaching your WhatsApp, contact us with a screenshot showing the lead date/time — we can check our system logs for that window.
My Google Sheet is empty
I'm receiving WhatsApp notifications but leads aren't saving to the Sheet
Fix
1
Use the exact link from your welcome message. Go back to your LeadZap welcome WhatsApp and tap the Google Sheet link directly. Don't use an old bookmark — use the message link.2
Check the correct Sheet tab. Make sure you're on the "Leads" tab, not a blank tab. The Sheet may have multiple tabs.3
Test leads are not saved. Preview-form test leads are flagged and intentionally excluded from your Sheet. Only real customer leads from live campaigns are recorded.🔍 If you received WhatsApp notifications for real leads but the Sheet is still empty, contact us with the date/time of the notification. We'll check the data routing.
I want to change my WhatsApp notification number
Changed my WhatsApp number or want leads going to a different number
How to Update
1
Email hello@digitalvibe.my with: your registered business name, your old WhatsApp number, and your new WhatsApp number.2
We'll update your number within 3–5 business days and send confirmation.3
Your Webhook URL does NOT change. No need to update TikTok Ads Manager — only the delivery number changes on our end.My account is showing as Inactive / Grace period
Received a WhatsApp saying leads are paused due to payment
How to Reactivate
1
Click the secure payment link in your renewal reminder or grace period notice and pay via FPX, DuitNow, or debit/credit card.2
That's it — no need to email us. Your account reactivates automatically the moment payment is confirmed, usually within a few seconds.3
You'll receive a confirmation once reactivated. Your webhook URL is unchanged — no need to update TikTok Ads Manager.⚠️ Leads that arrived while your account was in Grace/Inactive status are NOT retroactively delivered. They may still be in TikTok Lead Centre for manual download.
I want to pause my subscription temporarily
Not running ads for a while and want to pause without cancelling
Your Options
1
Option A — Keep active: Continue paying RM59/month. Your webhook stays connected — when you resume ads, leads flow automatically. You can pause your TikTok campaign without affecting LeadZap.2
Option B — Cancel and re-subscribe later: Cancel now. When you resume ads, sign up again. Your original Webhook URL will be reactivated — no changes needed in TikTok Ads Manager. Your Google Sheet data remains accessible for 30 days after cancellation, so export before the window closes.I want to cancel my subscription
Want to stop the service and not be billed next month
How to Cancel
1
Email hello@digitalvibe.my with: "CANCEL — [Your Name/Business Name]". We will confirm the cancellation.2
Your service continues until the end of your current billing period. You will not be charged the following month.3
Your Google Sheet data is yours permanently. Download a copy for your own records if needed.⚠️ Reminder: LeadZap subscriptions are non-refundable. Cancellation stops future charges but does not refund any amount already paid. See our Terms of Service for full details.
I'm receiving duplicate lead notifications
The same lead is arriving on WhatsApp more than once
Possible Causes
The same person submitted your TikTok form multiple times
Webhook URL was pasted in more than one Ad Group for the same campaign
Fix
1
Check your Google Sheet. If the same phone number appears twice within 24 hours, LeadZap's duplicate detection should have blocked the second notification. If both appear in the Sheet, it may be a genuine double-submission by the lead (this does happen on TikTok).2
Check your TikTok Ad Groups. If you added the webhook to multiple Ad Groups in the same campaign, you'll receive multiple notifications per lead. Ensure only one Ad Group per campaign has the webhook URL.Still need help?
If none of the above resolved your issue, email us. Include as much detail as possible so we can help in one reply — no back and forth.
1. Your business nameAs registered with LeadZap
2. Describe the issue clearlyWhat happened and when it started
3. What you already triedSteps from this guide you've completed
4. Relevant screenshotsTikTok webhook field, WhatsApp messages, Google Sheet
We respond within 3–5 business days (Mon–Fri)