The lead matching feature in Cadence connects scanned leads with existing customer profiles, but sometimes issues can occur with this process. When you navigate to Leads Menu › Edit, you can access settings that affect how lead matching works. This guide will help you identify and resolve common problems that prevent successful matching between leads and customers.
When to use
When leads aren't being matched with existing customers
When matching suggestions appear incorrect or have low confidence scores
When confirmed matches aren't creating engagement records
When the matching process seems stuck in "Pending" status
You must have Admin or Event Manager permissions to access some of the troubleshooting settings. The "Create Leads" option can only be modified by System Administrators.
How to do it
Verify your matching configuration is enabled.
Navigate to your event dashboard.
Select "Leads" from the left sidebar navigation.
Click on "Settings" from the Leads submenu.
Confirm the "Enable Customer Matching" checkbox is selected.
Check the matching status indicators for affected leads.
Leads should progress from "Pending" to "Ready for Match" status. If leads remain in "Pending" status for more than 15 minutes, there may be a system issue.
Review the lead data quality for incomplete or incorrect information.
Compare lead information with customer profiles manually to identify discrepancies.
Adjust matching criteria in the Advanced Matching Settings if needed.
Changing matching criteria will only affect new scans, not leads that have already been processed.
Verify your badge scanning provider is correctly selected from the dropdown menu.
Ensure the "Create Leads" checkbox is enabled.
This option can only be modified by System Administrators.
Test with a new lead scan to verify if the issue persists.
Contact support if systematic matching errors continue.
Troubleshooting
If no leads appear in the Matching tab:
Verify that Customer Matching is enabled in your Lead settings
Confirm that leads have been scanned at your event
Check that the matching process has had time to complete (may take a few minutes after scanning)
Related links
How to enable the Lead Matching feature
How to configure lead matching criteria and thresholds