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Frequently Asked Questions

No leads are appearing. What should I check?

  1. Go to SNG Lead Recovery → Settings and make sure all three status cards show a green check
  2. Confirm Enable Lead Recovery is on and saved
  3. Make sure you're testing on the Client Onboarding page itself — the plugin only captures that form
  4. Clear any page caching plugin or server cache — a cached onboarding page may be missing the capture script
  5. Turn on Enable Debug Mode and open your browser console on the onboarding page. You should see [SNG Lead Recovery] Boot... and Snapshot saved messages

Go to WP Admin → Settings → Permalinks and click Save Changes to flush the rewrite rules. This is required after installation for the /lr/ links to work.

A lead is still "In Progress" even though the visitor left.

Abandonment is checked by a background task every 10 minutes, after the Mark Abandoned After period has passed. On low-traffic sites, background tasks only run when someone visits the site. You can run the check manually in WP Admin → Tools → Scheduled Actions by finding sng_lead_recovery_detect and clicking Run. For reliable timing on live sites, ask your host to set up a real server cron.

Reminders are not being sent. What should I check?

  1. The lead must be Abandoned — in-progress leads never get reminders
  2. The Email Delay / SMS Delay must have passed since the lead was abandoned
  3. The lead must have an email address (for email) or phone number (for SMS)
  4. The lead's resume link must be active, not disabled
  5. Each lead receives only one automatic reminder per channel
  6. For email, check that your site can send email — install an SMTP plugin if needed

Why wasn't an SMS sent to a lead with a phone number?

  • The visitor didn't check the marketing permission box on the onboarding form. SMS is only sent with consent — the lead record shows SMS consent not given.
  • Both email and SMS are enabled and the lead has an email address. In that case the SMS is only a fallback, sent at least 2 hours after the email if the visitor still hasn't returned.
  • Twilio isn't connected in Sweep&Go Core → Settings → Twilio.

The SMS delivery status stays on "Queued".

Twilio reports delivery back to your site automatically. If it stays on Queued, Twilio can't reach your site — this always happens on local development sites. On a live site, check the message's log in your Twilio console for the error it received.

Do visitors get both an email and an SMS?

Only as a fallback. When both are enabled, visitors with an email address get the email first; the SMS goes out only if they still haven't come back at least 2 hours later. Visitors who return in the meantime never get the SMS.

Are credit card details stored?

No. Card numbers, payment details, the payment method, and the "card on file" question are never captured or stored.

Where are the leads stored?

In dedicated database tables on your own WordPress installation. They are never sent to any third party. You can view, search, and export them from SNG Lead Recovery → Leads.

Does this work with SNG Exit Intent?

Yes. Both plugins can run side by side. Exit Intent uses /r/ short links and Lead Recovery uses /lr/ resume links, so they never conflict.