Common questions
Some leads have no colour on their card
Section titled “Some leads have no colour on their card”Those leads were almost certainly added by hand or imported, rather than coming in through your forms. Leads added that way skip the New Lead automation, so they don’t get colour coding, a call count or follow-ups.
If it’s a one-off, there’s nothing to fix. If you regularly add leads by hand, tell us where they’re coming from and we’ll set up a proper entry point.
If colours have disappeared from every lead at once, that’s different — let us know straight away.
I added a test lead and nothing was sent
Section titled “I added a test lead and nothing was sent”Two usual causes:
- You added an opportunity, not a contact. A card on its own doesn’t trigger the automations built around contacts.
- You added the lead by hand. Manual leads skip the New Lead automation.
The best test is the real thing: fill in your own enquiry form as if you were a lead.
Leads are stuck in No Answer
Section titled “Leads are stuck in No Answer”Leads in No Answer should move back to New Lead every 24 hours for up to 10 days. If they’re sitting there longer, tell us — it’s a setting we can check.
I hid the numbers on my cards. Has counting stopped?
Section titled “I hid the numbers on my cards. Has counting stopped?”No. Hiding the numbers is only a display preference. Call attempts are still counted.
SURGE keeps asking me to log in
Section titled “SURGE keeps asking me to log in”This is usually because you’re using a private or incognito window, which forgets your login when it closes. Use a normal browser window. A slow or patchy internet connection can also make the pipeline load slowly.
I can’t see something my colleague can see
Section titled “I can’t see something my colleague can see”Each person’s access is set individually, so you may simply not have permission for that area. Try these first:
- Refresh the page.
- Try a different browser, in a normal (not private) window.
Still missing? Tell us your name and what you’re trying to see, and we’ll check your access.
I changed something, but it looks the same
Section titled “I changed something, but it looks the same”Your browser may be showing an old saved copy of the page. Do a hard refresh:
- Mac: Cmd + Shift + R
- Windows: Ctrl + Shift + R
Why is there a second, smaller charge on my bill?
Section titled “Why is there a second, smaller charge on my bill?”Alongside your monthly plan, you may see a smaller separate charge. That’s your usage balance topping itself up — it pays for the texts, emails and calls you send through SURGE. It’s billed separately from your plan, so it’s not a duplicate charge.
My texts aren’t sending
Section titled “My texts aren’t sending”Check whether the contact has replied STOP at any point — once someone opts out, SURGE won’t text them. If texts aren’t going out to anyone, let us know: sending texts needs a business number and a carrier registration, and we’ll check both.
My emails are going to junk
Section titled “My emails are going to junk”See Emails going to junk, or the wrong sender name.