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Most issues field teams run into fall into a handful of categories: sign-in, map visibility, permissions, and integrations. Work through the relevant section below to get back up and running. If a step doesn’t resolve your issue, contact LeadScout support with a description of what you tried.

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Sign-in and account access

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Can’t sign in or forgot password

If you can’t sign in or need to reset your password:
1

Go to the sign-in page

Navigate to the LeadScout sign-in page and click Forgot password.
2

Enter your email address

Enter the email address associated with your LeadScout account and submit the form.
3

Check your inbox

You’ll receive a password reset email from LeadScout. Check your spam or junk folder if it doesn’t arrive within a few minutes.
4

Set a new password

Follow the link in the email to set a new password, then sign in.
If your organization uses SSO (single sign-on), reset your password through your identity provider, not through the LeadScout password reset flow. Contact your IT administrator if you’re unsure.

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Map issues

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Mobile app won’t load the map

If the map fails to load or shows a blank screen on the mobile app:
  • Check location permissions. The map requires location access to center on your position. Go to your device’s app settings and make sure LeadScout has permission to access your location.
  • Check your internet connection. Map tiles and prospect data require an active connection. Switch between Wi-Fi and mobile data to rule out a network issue.
  • Force-quit and reopen the app. If permissions and connectivity look fine, close the app completely and reopen it.
On iOS, you can find location permissions under Settings > Privacy & Security > Location Services > LeadScout. On Android, go to Settings > Apps > LeadScout > Permissions.

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Prospects not showing on the map

If you expect to see prospects on the map but don’t:
  • Check active filters. Status, rep, tag, date range, and city filters can hide prospects that don’t match. Clear all filters and check whether prospects reappear.
  • Check rep visibility. If you’re a rep, you only see prospects assigned to you by default. If you’re an admin or owner, check that you haven’t filtered the view to a specific rep who has no prospects in the current map area.
  • Check the map bounding box. Prospects outside the current map view aren’t displayed. Zoom out or pan to the area where the prospects were created.

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Team and permissions

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Can’t see team members’ prospects

By default, reps only see prospects assigned to them. Admins and owners can see all prospects across the team. If you’re a rep and need to view a teammate’s prospects, you need either:
  • The admin or owner role, or
  • The “Can view all prospects” permission granted explicitly by an owner or admin.
Changing a rep’s role or permissions affects what they can see and do across the entire account. Owners should only grant broader access when it’s genuinely needed.
To grant access, an owner or admin should go to Settings → Team, find the rep, and update their role or permissions.

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Calendar and appointments

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Calendar appointments not syncing

If appointments you’ve created in LeadScout aren’t appearing in Google Calendar:
1

Check your Google Calendar connection

Go to Settings → Integrations and confirm that your Google Calendar account is connected. If it shows as disconnected, reconnect it and authorize the required permissions.
2

Check calendar access permissions

LeadScout needs permission to create events in your Google Calendar. If you previously denied calendar access, you’ll need to reconnect and re-authorize.
3

Wait for sync

After reconnecting, newly created appointments should sync within a few minutes. Existing appointments created while disconnected may not sync retroactively.
Google Calendar integration is available on all paid plans. If you don’t see an Integrations option in Settings, confirm your plan includes calendar access.

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Importing prospects

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CSV import failing

If your CSV import is failing or producing errors:
  • Check the file format. LeadScout expects a .csv file with the correct column headers. Download the import template from the import screen to see the required format.
  • Check required fields. At minimum, each row needs an address. Rows missing required fields will be skipped or cause the import to fail.
  • Remove special characters from headers. Column names with special characters or extra spaces can cause parsing errors. Match the template headers exactly.
  • Check for encoding issues. Save your file as UTF-8 CSV if you’re exporting from Excel or Google Sheets, especially if your data contains accented characters or non-ASCII content.
If the import partially succeeds, check the error report shown after the import completes — it lists the rows that failed and the reason for each failure.

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Webhooks

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Webhook endpoint not receiving events

If your webhook URL isn’t receiving LeadScout events:
  • Verify the endpoint URL. Go to Settings → Integrations → Webhooks and confirm the URL is correct and publicly reachable. LeadScout cannot deliver events to localhost or private network addresses.
  • Check your server’s response. LeadScout expects your endpoint to respond with a 2xx HTTP status code. If it returns an error, the delivery is considered failed.
  • Verify the webhook signature. LeadScout signs webhook payloads so you can verify they came from LeadScout. If your endpoint is rejecting requests, check that your signature verification logic matches the signing secret shown in your webhook settings.
  • Check delivery logs. The webhook settings page shows recent delivery attempts and their status, which can help narrow down where the failure is occurring.

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Property data

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Property data lookup not working

If a property data lookup fails or returns no results:
  • Check your plan. Property data lookups are available on the Pro plan and above. If you’re on Scout Buddy, you’ll need to upgrade to access this feature.
  • Check your monthly lookup budget. Each Pro account includes 300 lookups per month. If you’ve reached your monthly limit or your budget cap, lookups will be paused until the next billing cycle or until you increase your cap.
  • Check the address. Property data is only available for addresses in supported coverage areas. If the address is incomplete or in an unsupported region, the lookup may return no results.
To review your current lookup usage or adjust your monthly budget cap, go to Settings → Billing.