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Why Am I Not Receiving Leads?

If leads from your listings or website are not arriving in your inbox, use this guide to identify and fix the issue.

Step 1: Confirm your listing is live

Leads can only be received if your listing is actively displaying on a rental listing site or your Rentsync website. If your listing is not yet live, no leads will be generated. See Is My Listing Live? to confirm your listing status.

Step 2: Check your email address settings

Rentsync uses a hierarchy to determine where to send leads. If no email address is set at any level, leads cannot be delivered.

The delivery priority is:

  1. Property level: the Contact Email Address set within the property's Contact Info section
  2. Custom Tracking Email: if a tracking email for the property has been added for a rental listing site or the Rentals Infinity Network, the email address that has been added to that field will override the email in the Contact Info section
  3. Website level (for website clients only): the default email set under Website Settings > Site Email Settings
  4. Company level: the Default Property Email Settings in your Company Settings
  5. Company level: the company information Email in your Company Settings

To check and update your property-level email:

  1. Click "Properties" from the main menu
  2. Click "Property List" from the sub menu
  3. Select the property you want to check
  4. Click on the Contact Info section
  5. Confirm that a valid email address has been entered in the Contact Email Address field
  6. Click "Save" if you make any changes

 

Tip: You can add more than one email address to the Contact Email Address field to send leads to multiple recipients. Press Enter, Space or click the Add button after each address has been inputted to add it.

Step 3: Check that form submission notifications are turned on (website clients)

If leads are coming from a Rentsync website form and are not being delivered, the submission notification may have been accidentally turned off.

  1. Click "Websites" from the main menu
  2. Click "Website List" and select your website
  3. Click "+ Forms" from the sub menu, then click "Settings"
  4. Select the form you want to check
  5. Navigate to the Email Notification Settings tab
  6. Confirm that Submission Notification is toggled on

 

Warning: Turning off Submission Notification will stop all lead emails from that form from reaching your team. Only disable this if you have another system in place to capture those leads.

Step 4: Check your spam or junk folder

Lead emails sent by Rentsync come from a noreply@rentsync.com address. Depending on your email provider's settings, these may occasionally be filtered into spam. If you find lead emails there, mark them as "Not Spam" to improve future delivery. Use this Article to learn more about email delivery Improve Email Delivery: SPF Records

Note: Make sure that our email domains have not been blacklisted, in your Inbox’s settings. You can also whitelist the following domains to ensure no emails get missed from our servers: @rentsync.com and @liftinsights.com 

Step 5: Check for a custom email override

If a custom email address has been set in the Custom Tracking section for a property, it will override the contact email at the property level for that rental listing site. If the custom email is incorrect or inactive, leads will not be delivered.

  1. Click "Properties" from the main menu
  2. Click "Property List" from the sub menu
  3. Select the property you want to check
  4. Click "Custom Tracking" from the sub menu
  5. Review the Custom Email field and update or remove it if needed
  6. Click "Save"

Still not receiving leads?

If you have checked all of the above and are still not receiving leads, contact support@rentsync.com with the following information:

  • Property name and city
  • The rental listing site or website the leads should be coming from
  • The email address that should be receiving the leads
  • The date range you have not been receiving leads