> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connie.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Records troubleshooting

> Fixes for common problems with Records, lists, imports, the Lead Finder, enrichment and CRM sync — find your symptom or error message.

Find the message you're seeing or the problem in your own words. Each answer links to the page with full steps. Still stuck? [Contact support](/help/contact-support).

**Where:** left sidebar → **Records** · `https://connie.ai/<workspace-id>/records`

## Finding records and lists

<AccordionGroup>
  <Accordion title="I searched on the Records page and the person did not show up">
    **Why:** **Search lists...** on the Records page only matches list names. **Fix:** open the list (for example **People**) and use the search in its toolbar. See [Records overview](/records/overview).
  </Accordion>

  <Accordion title="My list is not under People or Companies, only under All">
    **Why:** it was created with **No object (table in Artifacts)**, so it's a private table. **Fix:** on the Records page use the list's **⋯** → **Duplicate** → **Existing object**, or create the list again with an object. See [Objects and fields](/records/objects-and-fields).
  </Accordion>

  <Accordion title="I cannot see a list my teammate made">
    **Why:** members only see lists they created, lists shared with the whole workspace, and lists shared with them. **Fix:** ask the list's creator or an admin to **Share** it with you. See [Lists and views](/records/lists-and-views#share-a-list).
  </Accordion>

  <Accordion title="This result belongs to a different workspace.">
    **Why:** the link points to a record in another workspace. **Fix:** switch to that workspace from the workspace menu at the bottom of the sidebar. See [Navigating Connie](/navigating-connie).
  </Accordion>

  <Accordion title="This record result is unavailable or you no longer have access.">
    **Why:** you don't have access to the list or object, or the record was deleted. **Fix:** ask the list owner to share the list with you.
  </Accordion>

  <Accordion title="Records took too long to load. Please try again.">
    **Why:** the request timed out. **Fix:** click **Try again** or reload.
  </Accordion>

  <Accordion title="A column is missing from my list">
    **Why:** it's hidden in this list or view (new lists hide columns that were added to the object later, and fully empty CSV columns aren't shown). **Fix:** use the column settings button in the list toolbar to show it.
  </Accordion>

  <Accordion title="My teammates see the filters I set on a list">
    **Why:** filters on the **Table** tab are saved on the list. **Fix:** create your own view with **+** and filter there. See [Lists and views](/records/lists-and-views).
  </Accordion>

  <Accordion title="There is no List view for People, Companies or Deals">
    **Why:** those objects support Table and Kanban only. **Fix:** use Table or Kanban.
  </Accordion>
</AccordionGroup>

## Deleting and restoring

<AccordionGroup>
  <Accordion title="This is a default list and cannot be deleted.">
    **Why:** the People, Companies, Deals and Tasks lists are built in. **Fix:** remove the records you don't want instead.
  </Accordion>

  <Accordion title="This is a default column and can’t be deleted.">
    **Why:** built-in objects keep their system columns. **Fix:** right-click the header → **Hide Column**.
  </Accordion>

  <Accordion title="Deleting a list deleted all its records">
    **Why:** it was the only list on a custom object, so the object and its records were deleted too (the confirmation says so). **Fix:** If Connie deleted them for you in [Chat](/chat/overview), ask in that same chat to undo it — the step's details show "Undo: Available until …" (up to 7 days). Otherwise email [support@connie.ai](mailto:support@connie.ai) straight away with the list name: deleted records are permanently removed after 7 days.
  </Accordion>

  <Accordion title="I deleted records by mistake">
    **Why:** **Delete everywhere** removes the record from every list and workflow. **Fix:** If Connie deleted them for you in [Chat](/chat/overview), ask in that same chat to undo it — the step's details show "Undo: Available until …" (up to 7 days). Otherwise email [support@connie.ai](mailto:support@connie.ai) straight away with the list name: deleted records are permanently removed after 7 days. Next time choose **Remove from** the list if you only want it out of one list.
  </Accordion>

  <Accordion title="I cannot delete a person or company from the side panel">
    **Why:** the side panel's **Delete** is only offered for Deals and Tasks. **Fix:** tick the row in the list and click **Delete** in the selection bar.
  </Accordion>

  <Accordion title="Add to list is coming soon">
    **Why:** **Add to list** in the record side panel isn't available yet. **Fix:** build the list with an import, the Lead Finder, or **Duplicate**.
  </Accordion>

  <Accordion title="Duplicating lists to another workspace is not supported yet">
    **Why:** lists can only be copied within a workspace. **Fix:** export a CSV and import it in the other workspace. See [Import and export](/records/import-and-export).
  </Accordion>

  <Accordion title="Only the list owner can change sharing settings">
    **Why:** only the list creator or a workspace owner/admin can change sharing. **Fix:** ask one of them.
  </Accordion>
</AccordionGroup>

## Imports and duplicates

<AccordionGroup>
  <Accordion title="All rows were detected as duplicates, so zero rows were imported">
    **Why:** every row matched an existing record (People: email or LinkedIn; Companies: LinkedIn or website). **Fix:** nothing's wrong — those records were linked into your list and blank fields filled. To overwrite values, set **When a match is found** → **Update existing** in **Settings** → **Objects**. See [Objects and fields](/records/objects-and-fields#set-duplicate-rules).
  </Accordion>

  <Accordion title="My import created duplicate records">
    **Why:** Deals, Tasks and custom objects have no duplicate matching by default, or the matching column wasn't mapped. **Fix:** set **Match duplicates by** in **Settings** → **Objects** and import again.
  </Accordion>

  <Accordion title="A re-import did not update existing values">
    **Why:** the default, **Fill empty fields**, only fills blanks. **Fix:** set **When a match is found** → **Update existing**.
  </Accordion>

  <Accordion title="Rows imported, but couldn’t be added to the list.">
    **Why:** the records were saved but linking them to the list failed. **Fix:** find them under the object in the sidebar **Objects** section, then import into the list again. See [Import and export](/records/import-and-export).
  </Accordion>

  <Accordion title="CSV file appears to be empty / Failed to parse CSV file">
    **Why:** the file is empty or not a valid CSV. **Fix:** re-save it from a spreadsheet app as CSV with a header row.
  </Accordion>

  <Accordion title="Import from CRM only asked me for a list name">
    **Why:** the **Import from CRM** card in **New list** only makes an empty list. **Fix:** open a list → **Actions** → **Import** → **Import from CRM**. See [CRM sync](/records/crm-sync).
  </Accordion>

  <Accordion title="URL must start with https://www.linkedin.com/search/results, /sales/search, or /talent/">
    **Why:** you pasted a profile or other link into a LinkedIn search import. **Fix:** paste the URL of the search results page.
  </Accordion>

  <Accordion title="The LinkedIn import will not start">
    **Why:** no LinkedIn account is connected, or the connection is broken. **Fix:** **Select LinkedIn account** → **Add account**, or reconnect. See [Connect accounts](/tools/connect-accounts).
  </Accordion>

  <Accordion title="Dedupe feature is unavailable for column / Text-to-Columns feature is unavailable for column">
    **Why:** the column **Dedupe** and **Text to columns** options only work in the workflow builder, not in Records lists. **Fix:** use duplicate rules in **Settings** → **Objects**.
  </Accordion>
</AccordionGroup>

## Lead Finder

<AccordionGroup>
  <Accordion title="Insufficient credits: importing N leads costs X credits for the N above your free allowance">
    **Why:** the import goes past your free allowance (1,000 people and 1,000 companies per rolling 30 days) and your balance is too low. **Fix:** import fewer, wait for free leads to come back, or [add credits](/billing/top-ups). See [Lead Finder](/records/lead-finder#free-allowance-and-credit-costs).
  </Accordion>

  <Accordion title="Firmographics said Free but I was charged">
    **Why:** the **Free** badge on that card is out of date; company imports beyond 1,000 per rolling 30 days cost 1 credit per 10. **Fix:** trust the cost shown next to the count after **Continue**.
  </Accordion>

  <Accordion title="I was charged more than the leads that arrived">
    **Why:** credits are reserved up front and the unused part is refunded when the import finishes. Leads that matched records you already had aren't charged. **Fix:** check **Settings** → **Logs** once it's done.
  </Accordion>

  <Accordion title="Emails or phones are empty after a people import">
    **Why:** **Find email** / **Find phone number** were off, or nothing was found (misses are free). **Fix:** add an email or phone [enrichment column](/records/enrichment) and run it on **Empty rows**.
  </Accordion>

  <Accordion title="This import already ran. Start a new import to add more leads.">
    **Why:** the same import was sent twice. **Fix:** start a new import.
  </Accordion>

  <Accordion title="Find jobs only imported 50">
    **Why:** each Find jobs import is one page of up to 50 postings. **Fix:** run more searches with different filters.
  </Accordion>

  <Accordion title="Too many local-business imports. Please wait a moment and try again.">
    **Why:** too many imports in a short time. **Fix:** wait a moment and retry.
  </Accordion>

  <Accordion title="I do not see Intent signals in Find companies">
    **Why:** Intent signals isn't available. **Fix:** use **Firmographics**, or [Find jobs](/records/lead-finder#find-jobs) to find companies that are hiring.
  </Accordion>
</AccordionGroup>

## Enrichment and credits

<AccordionGroup>
  <Accordion title="Insufficient credits / Credit balance depleted / Negative credit balance">
    **Why:** not enough credits to continue the run. **Fix:** follow the button in the dialog (**Add credits**, **Choose a plan**, **Ask an admin**…), then click **Run again**. See [Credits](/billing/credits).
  </Accordion>

  <Accordion title="Not enough credits to run this test.">
    **Why:** a test is a real, billed run. **Fix:** [add credits](/billing/top-ups).
  </Accordion>

  <Accordion title="A column says Needs setup">
    **Why:** a required input isn't filled in ("Missing: …"). **Fix:** click **Configure**. See [Enrichment](/records/enrichment).
  </Accordion>

  <Accordion title="First N rows covered fewer rows than I typed">
    **Why:** "First N" only uses rows already loaded in the grid. **Fix:** scroll to load more, or pick **All rows** / **Empty rows**.
  </Accordion>

  <Accordion title="You are in view-only mode">
    **Why:** your role can't change this list. **Fix:** ask a workspace admin for edit access. See [Members and roles](/workspace/members-and-roles).
  </Accordion>
</AccordionGroup>

## CRM sync

<AccordionGroup>
  <Accordion title="I cannot run the HubSpot, Attio or folk sync">
    **Why:** only owners and admins can run a CRM sync. **Fix:** ask an owner or admin.
  </Accordion>

  <Accordion title="HubSpot changes take a while to appear">
    **Why:** HubSpot and Attio sync about every 15 minutes; folk once a day. **Fix:** wait for the next sync.
  </Accordion>

  <Accordion title="Edits in Connie did not reach HubSpot">
    **Why:** the sync is one-way, from your CRM into Connie. **Fix:** make the change in your CRM. See [CRM sync](/records/crm-sync).
  </Accordion>
</AccordionGroup>

## Related

* [Records overview](/records/overview)
* [Import and export](/records/import-and-export)
* [Lead Finder](/records/lead-finder)
* [Help: troubleshooting](/help/troubleshooting) — problems across all of Connie


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