Issue Accessing Newly Created Contact List in Clay App

👋 Hey there! Our support team has got your message - we'll be back in touch within 24 hours (often sooner!). If you haven't already, please include the URL of your table in this thread so that we can help you as quickly as possible!

Also the list was supposed to have 2,500 people but now has only 733

Hey there Theo thanks for reaching out, took a look at the table since this feature is intended to be an updated version of our Sales Nav feature, it works just as Sales Nav did and can take up to 90 minutes to fully generate the list of leads. AS of 11:50 PST there are 1522 leads with a few hundred removed due to being duplicates of other profiles.

Ok thanks, I did a payment for $2k today could you please refund and then once I’ve confirmed the actual number of prospects I can buy again?

Because I was expecting 3k and now only have 1.5k. And this is for more lists

Hey Theo! Thanks for reaching out. The refund has been submitted and should reflect on your end within 10 days. If you don’t see it after 10 days, let us know, and we’ll check with our system provider. For context, a few things that impact the count of results imported from the source include: 1. Duplicate records: If duplicate records are found in the search, those get auto-deduped before being imported and may reduce the final count of results in the table. In this instance the profile count was at 2k+ but duplicate records were reduced the final import to 1500+ records. 2. Private profiles: Our data providers use a multitude of ways to access people and company data. For the most part though, we don't use your cookie/login data. This means that if there are privacy restrictions in place for certain profiles, they may not be included in the final import. This would mean that your logged in profile has access to it, but our data providers may not. We're continuously working on these tools to improve coverage though! Let me know if this helps.

We haven't heard back from you in a bit, so we're going to go ahead and close things out here - feel free to let us know if you still need something!

I now have paid for new subscription and I can’t see the credits in my account

Can this be resolved as it’s urgent?

Hey Theo! Apologies for the delay. I ran a check in your workspace and don't see any subscription renewal in the billing section. Can you confirm if this is the workspace you paid a new subscription for? https://app.clay.com/workspaces/219333/

228622

this is the id Daniela D.

it’s also part of the link above

can we please get this fixed asap so that I can complete these lists? 🙂

I upgraded to $1,500 so need to be able to deliver to my client.

the money were refunded and the next payment isn’t being charged i think. can you please proceed with charging the card and granting me the credits?

Hey Theo, thanks for the follow up! You're correct, because the previous active plan cancels until next due date even though the refund happens sooner, it's programmed to downgrade until then. I've submitted a request to our team to help us downgrading a soon as possible. Will confirm within the next 24hrs it was processed; appreciate your patience!

Cool! Looks like our team was still online and can confirm you now have the credits in the account. Let me know if you have additional questions!

thanks a lot Arturo O.