Troubleshooting

I’m not receiving any leads

You see an amber banner: “You are not set to receive any leads.”

Your organisation has no pillars turned on.

1. Select Choose your pillars on the banner, or go to My Demand > Settings.
2. Select + Add a pillar and pick your pillars.
3. Select Save.

A pillar page says “You’re not receiving pillar leads”.

You’re not opted in to that pillar. Select Opt into pillar name. Opting in is free.

A pillar page says “No pillar leads available right now”.

You’re opted in but there are no leads at the moment. Leads arrive and get taken in real time. Select Refresh now, or check back later.

You get fewer leads than you expect.

Check My Demand > Settings. Ticked states and lead types narrow what you receive. Leave them empty to receive everything in your pillars.

I’m not getting lead emails

1. Open the user menu and select Notification Options.
2. Under Demand marketplace, check the Email setting on the lead rows.
   • Off means no emails.
   • Daily 7am means one email a day at 7am (Brisbane time), not one per lead.

See Lead notifications.

I can’t see My Demand

Demand isn’t turned on for your organisation. An owner or admin can turn it on from the user menu under Other KYM products > Turn on Demand.

I can’t change settings

Message	What to do
“Ask an owner or admin to change this.”	Only an Owner or Admin can change lead settings, handover settings and standing orders.
“You need a higher role in this organisation to do that.”	Ask an Owner or Admin to opt in for you.
“Top-ups are restricted to owners, admins, and billing members.”	Ask an Owner, Admin or Billing member to top up.

I can’t accept a lead

Message	What it means
“This one has been taken.”	The lead was taken before you accepted it. It’s removed from your list.
“You already have 3 enquiries waiting on a reply.”	Wait until one replies or lapses, then accept this one.
“You owe $X for a lead that replied.”	Top up or add a card, then try again. See Paying for leads.
Add a card to accept this lead	Save a card to continue. You’re only charged when they reply.
A message saying the service is briefly unavailable	Wait a moment and try again.

A payment didn’t work

Saving a card failed. You’ll see “That card did not work. Please try another.” Try a different card.

A top-up failed. Common messages:

• “Verify your email address before topping up.” Check your inbox or request a new link from Account Settings.
• “Too many top-ups in a short time.” Wait a minute and try again.
• “That saved card is no longer available.” Pick another card or use a new one.
• “Your saved card was declined.” Try a different card.

My standing order is paused

If it shows Paused: top up, your balance couldn’t cover the next lead. Top up your wallet, then select Resume.

If Save and switch on or Resume is greyed out, set a booking link or call options in My Demand > Settings > Handover to the enquirer first.

Lead details or contact info are missing

If a lead page shows a notice that lead details and contact info aren’t available right now, they’ll return shortly. Your pipeline status is still editable. Select Retry to try again.

I can’t raise a dispute

Message	What it means
Not available yet on “I messaged them through KYM and they haven’t replied”	The 48 hour wait hasn’t passed, or your first KnowYourMarket.ai message wasn’t sent in time. The reason is shown under the option.
“This lead has already been credited back.”	The lead is refunded. No further dispute is possible.
A message that the dispute window has closed	Disputes must be raised within 5 business days.
“You don’t have permission to raise disputes for this organisation.”	Ask an owner or admin.

My organisation is suspended

If you see “This organisation is suspended from the marketplace. Contact support.”, go to Support in the top navigation and raise a request.