Most issues in StretchCRM come down to a handful of causes: a missing required field, a record that isn't linked, a pipeline that isn't configured, or a governed feature that's intentionally gated. This guide walks through the common ones and how to resolve each.
Required-field and validation errors
"Email is required." Contacts must have an email. Enter a valid address and save.
Duplicate email when creating a contact. Contact email is unique across your organization. A record with that email already exists — search for it and edit the existing contact instead of creating a second one.
"Company name is required" / "Deal title is required" / "Ticket title is required" / "Activity title is required" / "Task title is required." Each of these objects has one mandatory field (name or title). Fill it in and save. Everything else is optional.
Pipeline and stage problems
"No deal pipeline is available" or "No deal stage is available." Creating or updating a deal requires an active Sales Pipeline with at least one active stage. If you see this, your organization's pipeline isn't configured — contact your workspace administrator to set it up.
"No ticket pipeline is available" or "No ticket stage is available." The same applies to tickets and the Support Pipeline. Tickets need an active support pipeline with at least one stage.
A deal or ticket won't move to a stage. Deals can only use deal stages (from the Sales Pipeline) and tickets can only use ticket stages (from the Support Pipeline). If a stage change fails, you're likely choosing a stage from the wrong pipeline. Pick a stage that belongs to the correct object's pipeline.
"Deal stage was not found" when moving a deal. The stage you selected isn't a valid deal stage. Choose one of the Sales Pipeline stages (New Lead, Qualified, Discovery, Proposal Sent, Negotiation, Closed Won, Closed Lost).
Missing records and broken links
A deal, ticket, or activity doesn't appear on an account's timeline. It probably isn't linked to that account. Open the record and set its Company (and Contact) field. Timelines are assembled from linked records, so unlinked items are invisible to them.
A contact's "last activity" looks stale. The last‑activity timestamp updates when you log an activity that has the contact attached. If it's not updating, your activity isn't linked to the contact — add the contact and re‑log.
"CRM record was not found" when editing or deleting. The record ID doesn't exist in your organization. This usually means it was already deleted, or you're looking at a cached view. Refresh the list and try again.
I can't edit an activity
Activities are a permanent log and can't be edited after they're created. To correct one, delete the incorrect activity and log a new one with the right details. (Deals, contacts, companies, tickets, and tasks can be edited.)
Sequence enrollment fails
"A contact or deal is required." Enroll from a specific contact or deal record.
"Sequence was not found." The sequence isn't available to your organization, or you selected one that no longer exists. Refresh the Sequences list.
"Contact was not found" / "Deal was not found." Either the record isn't in your organization, or you're mismatching types — a contact sequence only accepts contacts and a deal sequence only accepts deals. Confirm the record exists and its type matches the sequence's target type.
Intelligence or AI shows nothing
The Intelligence view is sparse or shows zero signals. Customer intelligence draws on connected StretchSuite apps (Forms, Support, Analytics, Books, Mail). Until those connections are enabled for your organization, some signals read as unavailable — this is expected, and the governed design keeps scoring advisory in the meantime.
Lead/deal/account scoring seems unavailable. Scoring passes run through a governed engine that's gated and audited. Running scoring and acting on results is access‑controlled; ask your administrator if you need it enabled. Remember that any results are dry‑run snapshots — nothing is applied to your records automatically.
AI triage returns a disabled response. AI triage is flag‑gated and fails safe. If it's off for your organization or the model is temporarily unready, it returns a disabled result by design. Check with your administrator about enabling it, and make sure you're submitting non‑empty text.
Dashboard numbers look wrong
Open pipeline value seems too high. That figure is the raw sum of open deals. For a realistic number, weight each deal by its stage's win probability (see Dashboard, Forecasting, and Reporting).
A closed deal or resolved ticket still shows in my counts. The dashboard counts active contacts/companies, open deals, and open tickets. Make sure the deal is in Closed Won/Closed Lost (and status closed) or the ticket is Resolved — both the stage and status should reflect completion.
When to contact your administrator
Reach out to your workspace administrator if you hit: missing Sales or Support pipelines, a need to enable intelligence scoring or AI triage, or access limits on running or acting on intelligence. These are governed, org‑level settings rather than record‑level fixes.
Tips to avoid issues
- Link records at creation so timelines and reporting always work.
- Fill required fields first (email, name, title) to avoid validation errors.
- Use the right pipeline for the object — deals in Sales, tickets in Support.
- Remember governance is intentional: empty intelligence and gated AI aren't bugs — they're StretchCRM keeping your data safe until it's ready to help.
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