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Verification and Troubleshooting

After configuring and saving your Account model, use this page to verify it's working correctly and troubleshoot common issues.

Verification Checklist​

1. Refresh the Model​

After saving the model as Active:

  1. Go to Configuration > Data Models
  2. Find the Account model card
  3. Click Refresh Model to trigger an immediate data pull

The refresh may take a few seconds to several minutes depending on the data volume and connection type.

2. Check the Accounts View​

Navigate to the Accounts View in the sidebar. Verify:

  • Accounts are appearing in the list
  • Account names look correct (not IDs or garbled text)
  • The total account count is reasonable for your business
  • Domains are populated (if you mapped domain)

3. Spot-Check Individual Accounts​

Click on a few accounts and verify:

  • Name and domain match what's in your source system
  • ARR / Amount is correct (cross-reference with your CRM or billing system)
  • Created At date makes sense (not 1970-01-01 or null)
  • Expiry date is in the future for active accounts (if mapped)
  • CSM / AE assignments show the right people (if mapped)
  • Custom properties are populated and have expected values

4. Verify Parent-Child Relationships​

If you configured parent_account_id:

  • Parent accounts show child accounts in their detail view
  • Child accounts show their parent
  • No orphaned parent references (parent IDs pointing to non-existent accounts)
  • aggregate_amount on parent accounts reflects the sum of children's ARR

5. Verify Churn Status​

If you configured is_churned:

  • Churned accounts are marked as churned in the UI
  • Active accounts are NOT marked as churned
  • The ratio of churned to active accounts looks reasonable

6. Verify role-based assignments (CSM, AE, …)​

If you configured csm_email or other role-based assignment properties:

  • Accounts are assigned to the correct workspace users
  • Navigate to an assigned account and confirm the CSM/AE matches your CRM
  • Users not in the workspace are not auto-assigned (check if expected users need to be invited first)

7. Verify shared team assignments (team_id)​

If you mapped team_id to match Shared teams:

  • After Refresh model, accounts whose team_id matches a team’s External Team ID show assignments for all members of that team
  • Accounts with an empty team_id or a value that does not match any shared team have no team-driven assignments from this property
  • If you manually assigned a user to an account, confirm team-based auto-assignment did not replace that relationship for that user (manual pairs are preserved)

Common Issues and Fixes​

Query validation fails​

Symptoms: Error message when clicking Validate in the query editor.

Common causes:

  • SQL syntax error: Check for missing commas, unclosed quotes, wrong table/column names. The error message usually includes the specific SQL error.
  • Connection issue: The data source may be unreachable. Test the connection in Configuration > Integrations.
  • Permission denied: The database user may lack SELECT privileges on the table. Check grants.
  • SOQL/HS block errors: Ensure SOQL_START has a matching SOQL_END. Check that JSON in HS blocks is valid. Blocks cannot be nested.

No accounts appear after refresh​

Symptoms: Accounts View is empty after refreshing the model.

Common causes:

  • Query returns zero rows: Run your query directly against the source and confirm it returns data. Your WHERE clause might be too restrictive.
  • Model is in Draft: Check the model card -- if it says "Draft", it's not active. Edit the model and save as Active.
  • Mapping issue: account_id might not be mapped, or mapped to a column that contains NULLs.
  • Refresh didn't complete: Wait a few minutes and refresh again. Check for any error indicators on the model card.

Duplicate accounts​

Symptoms: The same account appears multiple times.

Common causes:

  • Query returns multiple rows per account: If you're joining with deals/contracts, you need GROUP BY on the account ID to aggregate to one row per account. Review the combining contracts section.
  • Non-unique account_id values: Ensure your account_id column truly contains unique values. Run SELECT account_id, COUNT(*) FROM (...) GROUP BY account_id HAVING COUNT(*) > 1 against your query to find duplicates.

Incorrect ARR / amount values​

Symptoms: Amount values are wrong -- too high, too low, or zero.

Common causes:

  • Not aggregating: If an account has multiple deals, you need SUM() to get the total. Without it, you'll get only one deal's amount.
  • Wrong column mapped: Verify the amount property is mapped to the correct column (e.g., total_amount, not single_deal_amount).
  • Currency/unit mismatch: Some sources store amounts in cents (divide by 100) or in different currencies.
  • NULL values: Use COALESCE(SUM(amount), 0) to handle accounts with no deals.

Timestamps show as wrong dates or "1970-01-01"​

Symptoms: created_at, expires_at, or other dates show January 1, 1970 or obviously wrong dates.

Common causes:

  • Milliseconds instead of seconds: If your source stores Unix timestamps in milliseconds, divide by 1000 in your query: (created_at_ms / 1000) AS created_at
  • String format not recognized: FunnelStory needs Unix seconds, native database timestamps, or RFC 3339 strings. Arbitrary date strings like "Jan 15, 2024" won't work. Convert them in your query. See Timestamp Formatting.
  • Column type mismatch: The column might be typed as VARCHAR instead of TIMESTAMP in your database. Cast it: CAST(date_column AS TIMESTAMP) or convert to Unix seconds.
  • Timezone issues: If dates are off by hours, the timezone might not be specified. Use UTC-aware timestamps or explicit timezone conversion.

CSM auto-assignment not working​

Symptoms: Accounts have csm_email values but aren't assigned to CSMs in FunnelStory.

Common causes:

  • Email doesn't match: The email in your data must exactly match the email the user registered with in FunnelStory. Check for case differences, extra spaces, or different email aliases.
  • User not in workspace: The CSM must be invited to and have accepted their invitation to the FunnelStory workspace.
  • Manual assignment exists: Auto-assignment never overwrites manual assignments. If an account was manually assigned to a different CSM, the auto-assignment is skipped.
  • Property name typo: Ensure you're mapping to csm_email (not csm-email or csmEmail).

Parent-child relationships not appearing​

Symptoms: parent_account_id is mapped but accounts don't show hierarchy.

Common causes:

  • Parent doesn't exist in model: The parent account must be returned by the same query. If parent_account_id points to an account ID not in your results, the relationship can't be created.
  • Self-referencing: An account cannot be its own parent. Ensure parent_account_id != account_id.
  • Circular reference: Account A is parent of B, and B is parent of A. This is invalid.
  • NULL vs empty string: Accounts without parents should have NULL for parent_account_id, not an empty string.

Data Join columns not appearing​

Symptoms: You configured a Data Join but the joined columns aren't available for mapping.

Common causes:

  • Join column mismatch: The values in the left and right join columns must match. For example, if the primary query uses a Salesforce 18-character ID and the secondary uses a 15-character ID, they won't match.
  • Secondary query error: The Data Join's query might be failing. Try validating it independently.
  • Column name collision: If both queries return a column with the same name, the primary query's column takes precedence. Rename columns in the secondary query to avoid collisions.

Model stuck in Draft / "Missing Configuration"​

Symptoms: The model card shows "Draft" or lists missing configuration items.

Common causes:

  • No data source configured: The model needs a connection and query.
  • Missing required mapping: account_id must be mapped to a column.
  • Empty query: The query field is blank.
  • Join misconfigured: A Data Join exists but is missing its query or join columns.

To fix: edit the model, complete any missing fields, and save as Active.

Refresh Intervals and Data Freshness​

  • Hourly refresh: Data is at most 1 hour old. Good for CRM data that changes frequently.
  • Daily refresh: Data is at most 24 hours old. Good for warehouse data that's updated on a schedule.

You can always trigger a manual refresh from the model card. During a refresh, the previous data remains visible -- it's replaced once the new refresh completes successfully. If a refresh fails, the previous data is preserved.

Getting Help​

If you've gone through this troubleshooting guide and the issue persists:

  1. Check the query independently: Run your query directly against the source system to verify it returns expected results
  2. Simplify: Start with a minimal query (just account_id, name, created_at) and add fields incrementally
  3. Check mappings: Edit the model and review that each property is mapped to the correct column
  4. Review field types: Ensure timestamps are in a supported format, booleans are true/false or 1/0, and amounts are numeric

Next Steps​

Once your Account model is verified and working:

  • Configure the Users model to link users to accounts
  • Set up Product Activity models to track user engagement
  • Connect Support Ticket or Conversation models for customer support data