---
title: How to Troubleshoot Why a Lead Did Not Reach a Buyer Campaign
description: If a lead entered LMS Sync but did not reach an expected Buyer Campaign, this does not necessarily indicate a technical issue.
---
[Skip to content](https://support.phonexa.com/how-to-troubleshoot-why-a-lead-did-not-reach-a-buyer-campaign#main-content)
[](https://support.phonexa.com/?hsLang=en)
Open main navigation
Close main navigation
- [➜\]](https://phonexa.com/)
[➜\]](https://phonexa.com/?hsLang=en)
Phonexa Support Center
- There are no suggestions because the search field is empty.
1. [Knowledge Base](https://support.phonexa.com/?hsLang=en)
2. [LMS Sync & Call Logic](https://support.phonexa.com/lms-sync-call-logic?hsLang=en)
3. [Troubleshooting Guides](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#troubleshooting-guides)
# How to Troubleshoot Why a Lead Did Not Reach a Buyer Campaign
## If a lead entered LMS Sync but did not reach an expected Buyer Campaign, this does not necessarily indicate a technical issue. Campaign eligibility is determined by several configurations, including filters, pricing, Сampaign status, schedules, caps, PingTree placement, and other routing rules.
### Step 1: Find the Lead
Go to the **All Reports \> Lead Search** or **Lead Details** section and open the applicable Lead ID. Confirm:
- Product;
- Publisher;
- Ping Tree;
- Lead status;
- Submitted price;
- Date and time.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-41-32-6392-AM.png?hsLang=en)
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-41-34-9827-AM.png?hsLang=en)
*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.*
### Step 2: Review the Filter Log
Review the **“Filter Log”** tab to determine whether the Campaign was considered and excluded.
Look for rejection reasons related to:
- Geographic requirements;
- Lead data;
- Publisher restrictions;
- Custom filters;
- Duplicate rules.
If a filter prevented the Campaign from receiving the lead, review that Campaign's configuration.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-41-34-5303-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 3: Check Campaign Status and Availability
Confirm that the Campaign was active when the lead was received. Review:
- Campaign status;
- Operating schedule;
- Daily/hourly caps;
- Publisher-specific caps;
- Budget limitations.
A properly configured Campaign can still be excluded if it was unavailable at the exact time the lead entered the system. *Read more about how to create and configure a Campaign in LMS and Call Logic in the Knowledge Base* [*article*](https://docs.google.com/document/d/1tyUyqqcqBABt2oMoERuy5MP9sjjLaauptyTOoasUwdA/edit?usp=sharing)*.*
### Step 4: Review Pricing
Compare the lead's submitted minimum price against the Campaign's configured price or returned bid. A Campaign may appear correctly configured but still be ineligible because it cannot meet the Publisher's minimum price.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-41-33-0599-AM.png?hsLang=en)
### Step 5: Review the PingTree
Confirm the Campaign is included in the PingTree used for the lead. Also review its position and routing configuration. Another Campaign may have purchased the lead before the expected Campaign was reached.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-41-34-0014-AM.png?hsLang=en)
*Read more about the PingTree Settings in the Knowledge Base* [*article*](https://support.phonexa.com/ping-tree-settings?hsLang=en)*.*
### Step 6: Review the Get Log
Use the **“Get Log”** tab to view what raw data was posted into Phonexa via the Publisher, and at what price points. If it does appear, review its response.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-08-41-33-4251-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)*.*
### Before Contacting Support
Gather the following information:
- Lead ID;
- Expected Campaign;
- Ping Tree;
- Publisher;
- Publisher Min Price (Tier);
- Expected behavior;
- **“Filter Log”** results;
- **“Get Log”** results.
Providing these details will help the Phonexa team investigate the issue more efficiently.
- [General information](https://support.phonexa.com/general-information?hsLang=en#main-content)
- [Account Settings](https://support.phonexa.com/general-information?hsLang=en#account-settings)
- [Security Settings](https://support.phonexa.com/general-information?hsLang=en#security-settings)
- [Users](https://support.phonexa.com/general-information?hsLang=en#users)
- [System Customization](https://support.phonexa.com/general-information?hsLang=en#system-customization)
- [Project Customization](https://support.phonexa.com/general-information?hsLang=en#project-customization)
- [Product Customization](https://support.phonexa.com/general-information?hsLang=en#product-customization)
- [System Management](https://support.phonexa.com/general-information?hsLang=en#system-management)
- [Support](https://support.phonexa.com/general-information?hsLang=en#support)
- [LMS Sync & Call Logic](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#main-content)
- [Extra Features](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#extra-features)
- [Publisher Configuration](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#publisher-configuration)
- [Client Management](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#client-management)
- [System Logs](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#system-logs)
- [Documents And References](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#documents-and-references)
- [Reports and Analytics](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#reports-and-analytics)
- [Publisher management](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#publisher-management)
- [Call Logic Customization](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#call-logic-customization)
- [Campaign Configuration](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#campaign-configuration)
- [Feed CMS](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#feed-cms)
- [Event Tracking](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#event-tracking)
- [iClear](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#iclear)
- [Troubleshooting Guides](https://support.phonexa.com/lms-sync-call-logic?hsLang=en#troubleshooting-guides)
- [E-Delivery](https://support.phonexa.com/e-delivery?hsLang=en#main-content)
- [List Management](https://support.phonexa.com/e-delivery?hsLang=en#list-management)
- [Email Campaigns](https://support.phonexa.com/e-delivery?hsLang=en#email-campaigns)
- [SMS Campaigns](https://support.phonexa.com/e-delivery?hsLang=en#sms-campaigns)
- [Reports](https://support.phonexa.com/e-delivery?hsLang=en#reports)
- [Suppression Management](https://support.phonexa.com/e-delivery?hsLang=en#suppression-management)
- [Books360](https://support.phonexa.com/books360?hsLang=en#main-content)
- [Books 360 Integration](https://support.phonexa.com/books360?hsLang=en#books-360-integration)
- [Vendor Management](https://support.phonexa.com/books360?hsLang=en#vendor-management)
- [Account](https://support.phonexa.com/books360?hsLang=en#account)
- [Customer Management](https://support.phonexa.com/books360?hsLang=en#customer-management)
- [Opt-Intel](https://support.phonexa.com/opt-intel?hsLang=en#main-content)
- [List Management](https://support.phonexa.com/opt-intel?hsLang=en#list-management)
- [All Reports](https://support.phonexa.com/opt-intel?hsLang=en#all-reports)
- [Mailers](https://support.phonexa.com/opt-intel?hsLang=en#mailers)
- [Campaigns](https://support.phonexa.com/opt-intel?hsLang=en#campaigns)
- [System Management](https://support.phonexa.com/opt-intel?hsLang=en#system-management)
- [HitMetrix](https://support.phonexa.com/hitmetrix?hsLang=en#main-content)
- [Analytics](https://support.phonexa.com/hitmetrix?hsLang=en#analytics)
- [Heatmaps](https://support.phonexa.com/hitmetrix?hsLang=en#heatmaps)
- [System Management](https://support.phonexa.com/hitmetrix?hsLang=en#system-management)
- [Lynx](https://support.phonexa.com/lynx?hsLang=en#main-content)
- [Offers](https://support.phonexa.com/lynx?hsLang=en#offers)
- [LYNX Reports](https://support.phonexa.com/lynx?hsLang=en#lynx-reports)
- [Advertisers](https://support.phonexa.com/lynx?hsLang=en#advertisers)
- [Affiliates](https://support.phonexa.com/lynx?hsLang=en#affiliates)
- [Account Settings](https://support.phonexa.com/lynx?hsLang=en#account-settings)
- [Cloud PBX](https://support.phonexa.com/cloud-pbx?hsLang=en)
[](https://phonexa.com/?hsLang=en)
Phonexa Knowledge Base
Copyright © 2026, Phonexa