---
title: How to Troubleshoot a Rejected Lead in LMS Sync
description: When a lead is rejected in LMS Sync, there are several steps you can take to determine what caused the rejection.
---
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# How to Troubleshoot a Rejected Lead in LMS Sync
## When a lead is rejected in LMS Sync, there are several steps you can take to determine what caused the rejection.
A rejection does not always mean there is a technical issue. Leads can be rejected because of Campaign filters, pricing requirements, validation rules, Buyer availability, caps, duplicate rules, compliance settings, or responses received from an integrated Buyer. This guide walks through the recommended troubleshooting process.
### Step 1: Find the Lead
Go to the **All Reports \> Lead Search** or **Lead Details** section and find the lead you want to investigate. Click the lead ID to access the **“Lead Info”** page. *Read more about the Lead Search report in the Knowledge Base* [*article*](https://support.phonexa.com/publisher-reports-search-lead?hsLang=en)*. Read more about the* [*Publisher Lead Details*](https://support.phonexa.com/publisher-reports-lead-details?hsLang=en) *and* [*Buyer Lead Details*](https://support.phonexa.com/buyer-report-lead-details?hsLang=en) *reports in the Knowledge Base articles.*
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-32-25-4861-AM.png?hsLang=en)
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-32-27-1832-AM.png?hsLang=en)
Before reviewing individual logs, confirm:
- Lead ID;
- Publisher;
- Product;
- Lead status;
- Date and time received;
- Ping Tree used;
- Posted price, if applicable;
- Sold price, if applicable.
Once you have confirmed the correct lead, begin with the **“Lead Body”** tab.
### Step 2: Review the Lead Body
The **“Lead Body”** tab shows the information Phonexa received for the lead. Confirm that the submitted data matches what you expected to receive. Pay particular attention to fields that may affect routing, such as:
- State or ZIP Code;
- Lead type;
- Loan amount or requested service;
- Publisher/Source;
- Contact information;
- Custom parameters used by Campaign filters.
If required information is missing or the submitted value does not satisfy a Campaign's requirements, the lead may not be eligible for that Campaign.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-32-26-2503-AM.png?hsLang=en)
*Read more about the Lead Info report in the Knowledge Base* [*article*](https://support.phonexa.com/buyer-lead-info-report?hsLang=en)*.*
### Step 3: Review the Get Log
The **“Get Log”** tab shows the Publisher’s request, lead data, and response to the Publisher.
Review:
- Lead parameters (the whole request received by the system or two requests for Ping-Post Products: Ping and Post separately);
- Tier(s);
- URL to which the request was sent;
- Response for Publisher by each tier.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-32-28-6592-AM.png?hsLang=en)
*Read more about this tab in the Knowledge Base* [*article*](https://support.phonexa.com/buyer-lead-info-report?hsLang=en#Get_log)*.*
### Step 4: Review the Filter Log
The **“Filter Log”** tab is one of the most important troubleshooting tools when determining why a lead did not qualify for a Campaign. Review the Campaigns that rejected the lead and the associated reason. Common causes include:
- State or geographic restrictions;
- Buyer Campaign filters;
- Custom logic;
- Publisher restrictions;
- Duplicate rules;
- Compliance rules.
The **“Filter Log”** tab can help identify whether Phonexa intentionally excluded the Campaign based on its configured rules.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-32-27-6886-AM.png?hsLang=en)
*Read more about this tab in the Knowledge Base* [*article*](https://support.phonexa.com/buyer-lead-info-report?hsLang=en#Filter_log)*.*
### Step 5: Determine Where the Rejection Occurred
At this point, determine which type of rejection occurred.
#### Example 1: No Campaigns in Filter Log
If the **“Filter Log”** tab contains no Campaigns in either **Posted** or **Filtered** collapsible sections, check the following:
- **Publisher’s requested price:** Compare the price requested by the Publisher with the minimum prices configured for the Campaigns.
- **Ping Tree:** Check whether the campaigns are included in the Ping Tree and review their statuses. Also, check the **Not In Ping Tree** block.
- **Buyer Status:** Make sure the Buyer associated with the Campaigns is in **“Active”** status.
- **Campaign Schedule:** Check if the Campaign is scheduled to receive leads at the time of posting.
- **iClear Services:** Review the **“iClear Log”** block to check if any services affected the lead processing.
#### Example 2: One or More Campaigns in the Filter Log
**2.1 The lead was posted to the Campaign; Campaign status: Accept / Lead status: Reject**
The Campaign accepted the lead, but the lead was rejected. Possible reasons include:
- **Interrupted Processing:** The Publisher-side processing may have been interrupted before the Buyer returned a response.
- **System Behavior on Campaign Price = 0:** Campaign or Product settings may affect the statuses returned for campaigns with a $0 minimum price. Check:
- **Campaign:** [Revenue Settings](https://support.phonexa.com/campaign-configuration-revenue?hsLang=en#RevenueSettings).
- **Product:** [Advanced Settings](https://support.phonexa.com/product-setup-advanced-settings?hsLang=en).
If both settings are configured, the Campaign setting takes priority.
**2.2 Other Campaign Response Statuses**
If the Campaign returned a status other than **Accept**, that might be caused by several reasons:
- **Reject:** The Buyer declined the lead and does not want to purchase it.
- **Error:** An error occurred on the Buyer's side, and the Buyer did not purchase the lead.
- **Price Reject:** The Buyer wants to purchase the lead but offers a price lower than the Campaign's minimum price. The Publisher must retry posting the same lead at a lower price that still covers the Publisher's payout based on the configured Revshare.
- **Timeout:** The Campaign did not respond within the configured time limit, and the posting was terminated due to the timeout.
- **Price Conflict:** The price returned by the Buyer differs from the Campaign's configured minimum price. *Note: This is different from Price Reject, where the Buyer offers a lower purchase price.*
#### Example 3: The lead has not been posted to the Campaign
If Campaigns appear in the **Filtered** collapsible section but no posting attempt was made, check the following possible reasons:
- **Campaign Filters:** The lead did not meet one or more Campaign filter conditions.
- **Duplicates:** The lead was identified as a duplicate.
- **Deduplication Rules:** The lead was rejected by the deduplication process.
- **Caps and Restrictions:** The Campaign reached a configured cap or restriction, including additional weekly or monthly caps.
- **Campaign Groups:** Campaign group settings prevented the lead from being posted to the Campaign.
- **PL/DNPL:** The lead was filtered based on the configured PL/DNPL rules.
- **Filter by Pubs:** The Campaign restricts posting from the particular Publisher, Publisher Channel, or Source.
- **Prepay:** The Prepaid Buyer does not have sufficient funds to purchase the lead.
- **Lower Price:** Another Campaign purchased the lead at a higher price. This may occur when using the Parallel Pings strategy.
- **Not Post:** The lead was not posted to the Campaign because another Campaign responded first and, for example, had already purchased the lead.
### Step 6: Review Minimum Prices
Next, review the **“Min Prices”** tab. Minimum pricing can show how long the system processed a lead at a particular price.
When troubleshooting pricing, compare **Publisher Minimum Price \> Campaign Price/Bid \> Final Available Price**. If the required minimum cannot be met, continue investigating the pricing configuration.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-32-26-7495-AM.png?hsLang=en)
*Read more about this tab in the Knowledge Base* [*article*](https://support.phonexa.com/buyer-lead-info-report?hsLang=en#MinPrices)*.*
### Step 7: Review Transactions and Timestamps
Finally, review the lead's transactions and timestamps. This can help you understand the complete sequence of events:
**Lead Received \> Validation \> Campaign Eligibility \> Buyer Request \> Buyer Response \> Sale or Rejection**
Pay attention to unusually long response times or Campaigns that consume a significant portion of the Ping Tree's available processing time.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-32-28-2227-AM.png?hsLang=en)
*Read more about this tab in the Knowledge Base* [*article*](https://support.phonexa.com/buyer-lead-info-report?hsLang=en#Transactions)*.*
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-32-25-8566-AM.png?hsLang=en)
*Read more about this tab in the Knowledge Base* [*article*](https://support.phonexa.com/buyer-lead-info-report?hsLang=en#Timestamp)*.*
### Before Contacting Phonexa Support
If you are unable to determine the cause of the rejection, gather the following before contacting Support:
- Lead ID;
- Product;
- Publisher;
- Publisher Min Price (Tier);
- PingTree;
- Campaign or Buyer involved;
- Expected behavior;
- Actual behavior;
- Relevant **“Filter Log”** or **“Get Log”** results;
- Buyer response, if applicable.
Providing these details will help the Phonexa team investigate the issue more efficiently.
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