I can't see a lead that I know came in. Where did it go?
Missing leads are almost always still in the system — they're either hidden by a pipeline filter, sitting in a different stage, or the opportunity was deleted while the contact record survived.
1
Search Contacts first — not the pipeline
Go to Contacts in the left sidebar and type the person's name, phone number, or email into the search bar. The contact record is permanent and survives even if the pipeline opportunity was deleted. If they show up here, their information is still in the system.
2
Check your pipeline filters
Go to Pipelines and look at the top of the pipeline view — are any filters active? A filter by assignee, date range, or tag can hide cards that are actually there. Click Clear Filters or set the filter to "All" to see every card in the pipeline.
3
Check the After Hours Chat column
If the lead came through the website chat widget, they may have landed in the After Hours Chat column instead of Lead Received. Scroll all the way to the right of your pipeline view to find this column — it's easy to miss if your screen doesn't show it by default.
4
If the contact exists but has no pipeline card, recreate the opportunity
Open the contact record and look for an Opportunities section in the right panel. If the opportunity was deleted, you'll see a button to Add Opportunity. Create a new opportunity for them in Lead Received so they re-enter the pipeline correctly and automation can resume.
5
If the contact is completely missing, alert VMMG
If the person cannot be found anywhere in Contacts and you have confirmation they submitted a form (a notification email, a text from the system), there may be a form integration issue. Submit a support request through the RootLogic portal request form — do not contact GoHighLevel directly.
Pro tip: If you're getting notification emails about new leads but they're not appearing in the pipeline, check whether someone on your team has pipeline filters set that hide incoming leads. This is one of the most common causes of "missing" leads.