🔧 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
TikTok was not connected to LeadZap, or the connection was removed
Your LeadZap account is on hold or closed
WhatsApp number registered with LeadZap has changed
TikTok campaign is paused or not actively delivering
Fix — Try These in Order
1
Check that TikTok is connected. Find your "TikTok connected" email from LeadZap. If you can't find one, open your setup email and click Connect with TikTok (see the Setup Guide). If you removed LeadZap in TikTok for Business (Authorized apps), connect again.2
Check the lead really reached TikTok. TikTok Ads Manager → Tools → Leads Center. Does the lead appear there? If not, the issue is your campaign or form, not LeadZap. Also check the lead is under the same ad account you connected.3
Verify your account status. If your account is on hold, WhatsApp alerts are paused (leads are still saved to your sheet). If it is closed, leads are not delivered. Check your renewal reminder email 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) your "TikTok connected" email (or tell us the ad account name), (b) a screenshot of the lead in TikTok's Leads Center with its date and time. This helps us diagnose in one reply.
Test lead worked but real leads don't arrive
The test lead alert 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 you connected TikTok (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 connected TikTok 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 link from your "You're Live on LeadZap" email, and sign in with the right Google account. Your sheet is shared only with your sign-up email address. If you see "You need access", you're signed in with a different Google account — switch accounts, or create a free Google account using your sign-up email address. Please don't click "Request access" from another account.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
Refresh the Sheet. New leads are added within seconds. If the Sheet was already open, reload the page to see the latest rows.🔍 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 TikTok connection does NOT change. No need to reconnect or change anything in TikTok. Only the delivery number changes on our end.My account is on hold or closed
Received an email 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 TikTok connection is unchanged. There is nothing to redo in TikTok.⚠️ While your account is on hold, leads are still saved to your sheet. Leads that arrived after your account was closed are held for 30 days — reactivate within 30 days and they're added back to your sheet automatically. After 30 days they're deleted, but may still be in TikTok's Leads Center 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 per 30 days. Your TikTok connection stays in place. 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. You'll connect TikTok again with the button in your new setup email. Your Google Sheet remains available for 90 days after your account closes, so download a copy before then.I want to cancel my subscription
Want to stop the service and not be billed next month
How to Cancel
1
You don't need to do anything — simply don't pay for your next 30-day period and your service ends automatically. Nothing is charged automatically. If you want your account closed or your data deleted sooner, email hello@digitalvibe.my with "CANCEL — [Your Name/Business Name]".2
Your service continues until your current expiry date.3
Your Google Sheet stays available to you for 90 days after your account closes. Download a copy for your own records before then.⚠️ Reminder: LeadZap subscriptions are non-refundable. Unused days in your current period are not refunded. 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
The same person submitted more than one of your forms, or TikTok sent the same lead again
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 forms. If the same person fills in two different forms or ads, each submission is a separate lead and sends its own alert. LeadZap blocks the same TikTok lead from being delivered twice, but it can't tell that two different submissions are the same person.TikTok says I'm not allowed, or I see "Almost there"
The connection page could not switch on lead delivery
Possible Causes
The TikTok login you used is not an Admin of the ad account
The ad account is already linked to another LeadZap subscription
Fix
1
Check your role. In TikTok Business Center → Users, check that your login is an Admin of the ad account. If not, ask the account owner to make you Admin.2
Try again with the Admin login. Use the same "Connect with TikTok" button in your setup email. If it says the link was already used, contact us (see below) and we'll send a fresh one.3
One ad account, one subscription. An ad account can only be linked to one LeadZap subscription. If you think this is a mistake, contact us with your business name and ad account name.I'm not receiving LeadZap emails
No confirmation, setup, reminder or receipt email
Possible Causes
The email went to your Spam / Junk or Promotions folder
A typo in the email address you signed up with
Fix
1
Check Spam / Junk and Promotions. Search your mailbox for LeadZap. If you find our email there, open it and click "Not spam" (or "Not junk").2
Add us to your contacts. Save noreply@digitalvibe.my as a contact so future emails always land in your inbox.3
Still nothing? If you were waiting for a connect link, request a new one at leadzap.digitalvibe.my/reconnect.html using the exact email you signed up with.My connect link expired or doesn't work
The page says "Link not recognised" or "expired"
Possible Causes
The link is older than 7 days
The link was already used
You opened an older setup email
TikTok stopped sending your leads (we email you a reconnect link when this happens)
Fix
1
Use your newest LeadZap email. Each connect link works once. Once you have connected successfully, you don't need it again.2
If it expired, get a fresh link yourself in 1 minute. Go to leadzap.digitalvibe.my/reconnect.html and enter the email you signed up with. We'll email a new link to your registered address only.🔍 Please don't forward connect links. Anyone with the link could connect an ad account to your subscription.
I want to disconnect LeadZap, or I connected the wrong ad account
Stop LeadZap from receiving leads from an ad account
Fix
1
Disconnect yourself, any time. In TikTok for Business, open your user settings → Authorized apps and remove LeadZap. LeadZap then stops receiving leads from that ad account.2
Or ask us. Email hello@digitalvibe.my from your registered sign-up email with "DISCONNECT" and the ad account name, and we'll disconnect it and confirm by email.3
Connected the wrong one? Disconnect it, then click Connect with TikTok in a fresh link from us (see "My connect link expired") and choose the right ad account.Leads from direct messages or LIVE chats aren't arriving
Ads that collect details by direct message work. Other chats need a TikTok setting.
Possible Causes
TikTok's auto lead capture is not switched on for your Business Account
The form or message ad belongs to a different ad account than the one you connected
Fix
1
Switch on auto lead capture (if you want leads from chats). In TikTok: Profile → menu → Business suite → Get leads → Start getting leads → Direct messages. Upload your privacy policy and company information, then submit. TikTok may only offer this to eligible Business Accounts, and menu names can change.2
Connect the ad account that owns your form. LeadZap only receives leads from the ad account you connected. If your Instant Form or message ad was created under another ad account, connect that one instead (each ad account needs its own LeadZap subscription).3
Check TikTok's Leads Center. If the lead isn't shown there either, TikTok didn't capture it, and LeadZap can't send what TikTok doesn't provide.Not planning to renew? Stop renewal reminders
Enter your Subscriber ID (shown in your welcome email) and the email you signed up with. Your service continues until your expiry date and then ends automatically. Nothing is charged automatically. You can also reply STOP to the LeadZap WhatsApp number.
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 screenshotsThe lead in TikTok Leads Center, your WhatsApp messages, your Google Sheet
We respond within 3–5 business days (Mon–Fri)