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Troubleshoot Lead Conversion
If a lead doesn’t convert, try these tips to correct the issue.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Starter, Essentials, Group, Professional, Enterprise, Performance, Unlimited, Pro Suite, and Developer Editions with Sales |
| User Permissions Needed | |
|---|---|
| To convert leads: | Create and Edit on leads, accounts, contacts, and opportunities AND Convert Leads |
| To avoid creating duplicate records when converting leads: | Require Validation for Converted Leads |
Duplicate Account Warnings That You Can’t Dismiss
When converting a lead to an existing account, you can encounter a duplicate account warning that you can’t dismiss.
This warning occurs when all the following conditions exist.
- Accounts has an active duplicate rule with matching rule criteria that refer to account fields that are mapped for lead conversion.
- Any of the mapped fields referenced by the duplicate rule are blank on the existing account.
- The lead field values that populate the blank account fields match another account record.
When fields are mapped from leads to accounts for lead conversion, blank fields on the account that you are converting to are updated with the values from the lead. However, in this situation, you can’t ignore the duplicate warning and convert to the existing account. Salesforce asks you to choose one of the accounts identified as a duplicate or to convert to a new account.
To resolve this issue and convert to your chosen existing account,. choose one of these options.
- Cancel the lead conversion, and populate the blank mapped fields on the account before restarting the conversion.
- Remove the values from the lead for the mapped fields that are blank on the account.
If you aren’t sure which fields are mapped for lead conversion, consult your admin.
