--- title: "Troubleshooting: Why does this record have no score? Why did the score not update?" slug: "troubleshooting-why-does-this-record-have-no-score-why-did-the-score-not-update" updated: 2025-12-19T13:20:07Z published: 2025-12-19T13:20:07Z canonical: "help.madkudu.com/troubleshooting-why-does-this-record-have-no-score-why-did-the-score-not-update" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.madkudu.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting: Why does this record have no score? Why did the score not update? You are wondering why one or more of your Leads or Accounts was not scored in your CRM? Are some of your records (Leads, Contacts, Accounts) missing a score? Try this quick checklist to see if it solves your problems. *This article covers the******Salesforce******integration but would be similar with other integrations.* ## **Troubleshooting** #### **1. If it's a Lead, is the Lead converted?** - - Once a Lead is converted, Salesforce does not allow the Lead to be updated, therefore HG Insights cannot score the record. - How to: check the value of the Lead field `IsConverted`. If `true`, the lead is converted and won't be scored, if `false`, the lead isn't converted. Please proceed to next question. #### **2. Does the lead/contact have a valid email, does the Account have a valid website?** - - To provide a score, - on **Leads/Contacts**, HG Insights needs a **valid email** (format [name@domain.com](mailto:name@domain.com)) or other extensions) - on **Accounts**, HG Insights needs a **valid** **website** (**contains domain.com or other extensions)** - How to: check the value of the Lead or Contact field `Email`, check the value of the Account field `Website`or the field containing the domain of the account used by HG Insights. - If the email or domain is not valid, please update it and the score should update within 4-12hours ([at the next Sync process](/v1/docs/how-to-read-the-processes-page-how-long-does-it-take-for-madkudu-to-score-my-leads-and-accounts)) #### **3. When was the record created?** - - Records created recently may have not been scored yet - - To check if HG Insights is experiencing delays in realtime scoring, you can consult the Realtime Scoring API status page: [https://status.madkudu.com/](https://status.madkudu.com/) *Account scores and Behavioral scores are not available in realtime, only after 4-12h after the record creation*([at the next Sync process](/v1/docs/how-to-read-the-processes-page-how-long-does-it-take-for-madkudu-to-score-my-leads-and-accounts)) - If other records created recently don't have a score yet this would be likely mean the batch scoring has not synced new scores yet. - Per contract, HG Insights only scores a certain volume of historically created records, but all records moving forward. - - Records created before this timeframe would not be included in the scoring audience covered in your contract. Please reach out to discuss your options! - How to: check the value of the Lead, Contact, or Account field `Created Date` - Check when was the last Batch sync process in [the Processes page](/v1/docs/how-to-read-the-processes-page-how-long-does-it-take-for-madkudu-to-score-my-leads-and-accounts) by going to HG Insights app > Settings > Processes - If `Created Date` is after the last sync, the record has not been scored yet - If `Created Date` is after the last sync, please proceed to the next question #### **4. Is your Salesforce instance still connected to HG Insights?** - - If other records are updated correctly, please move on to next question - How to: check your credentials at [https://app.madkudu.com](https://app.madkudu.com/)> Integrations > Salesforce - If you have trouble connecting your Salesforce through credentials, connect through OAuth >> [How to connect Salesforce?](/v1/docs/salesforce-1) #### **5. Does HG Insights have Edit permissions on this record?** - - How to: check your Salesforce permissions with Salesforce's documentation [https://help.salesforce.com/articleView?id=sf.users_profiles_object_perms.htm&type=5](https://help.salesforce.com/articleView?id=sf.users_profiles_object_perms.htm&type=5) - If not, please update the permission to Edit #### **6. Request Error logs by***********opening a ticket.*** It's been more than 12hours and the [Sync process](/v1/docs/how-to-read-the-processes-page-how-long-does-it-take-for-madkudu-to-score-my-leads-and-accounts)has run? HG Insights may be running into errors with your CRM instance and you can request us the error logs *by opening a ticket.* Salesforce errors frequently cause skipped records when HG Insights tried to update the score of these records in Salesforce. HG Insights will retry scoring records rejected by Salesforce 10 times before stopping trying. Please visit this article [to troubleshoot your Salesforce integration](/v1/docs/troubleshooting-salesforce-errors). **7. Is the scoring field configured to be pushed by HG Insights to your CRM?** Perhaps the scoring field was not fully configured so HG Insights cannot push the data to your CRM. Please visit [this article to verify that the scoring field is created properly.](/v1/docs/how-to-create-madkudu-fields-in-salesforce) **Please send a few records ID through a*********ticket***********to help us investigate with you and we'll get back to you as soon as possible.**