Common Webhook Issues

What This Guide Covers

Webhooks are how platforms notify our integration that something happened — a new deal, an updated contact, a completed job. When webhooks break, data stops flowing. Here’s how to diagnose the most common issues.

Webhook Not Firing

If events happen in the source platform but nothing reaches our system:

1. Check the webhook URL. A typo or outdated URL is the most common cause. Verify the URL in the platform’s webhook settings matches what we provided.
2. Check if the webhook is active. Some platforms let you pause or disable webhooks. Make sure it’s toggled on.
3. SSL certificate issues. Most platforms require HTTPS endpoints with a valid SSL certificate. An expired or self-signed cert will cause silent failures.
4. Firewall or network blocking. If the receiving server blocks requests from the platform’s IP range, webhooks will fail without any error in the source platform.
5. Wrong event trigger. The webhook may be configured for “deal created” but the event was “deal updated.” Double-check which events are subscribed.

Wrong Payload or Missing Data

The webhook fires, but the data isn’t what we expected:

1. Field names changed. Platform updates can rename fields in the payload. If the integration was built expecting contact_name and the platform now sends name, the mapping breaks.
2. Format mismatch. Dates, phone numbers, and currency values are common offenders. The platform sends “04/10/2026” but we expect “2026-04-10.”
3. Missing fields. Some platforms only include fields that changed in the payload, not the full record. If a required field wasn’t modified in that event, it won’t be in the payload.
4. Payload version changes. Some APIs version their webhook payloads. If the platform upgraded to v2 and we’re still parsing v1 format, data will be missing or misaligned.

Timeouts

When our endpoint receives a webhook, it needs to respond quickly — usually within 5 to 10 seconds, depending on the platform. If it doesn’t:

• The platform marks the delivery as failed
• Retry logic kicks in (which can cause duplicate processing if the event actually was received)
• After enough failures, some platforms automatically disable the webhook

Common timeout causes:

• The receiving system is doing too much processing before responding (it should acknowledge receipt immediately and process asynchronously)
• Server is overloaded or slow to respond
• Network latency between the platform and our endpoint

Retry Behavior

Most platforms retry failed webhook deliveries, but the specifics vary:

• Retry schedule: Often exponential backoff — first retry after 1 minute, then 5 minutes, then 30 minutes, then hours
• Max retries: Typically 3 to 5 attempts before the platform gives up
• Auto-disable: Some platforms (HubSpot, Shopify) will disable your webhook subscription after repeated failures
• Idempotency: Retries can cause duplicate events. Our integrations are built to handle this, but it’s worth knowing about.

Debugging Webhooks

Using a Testing Tool

Before pointing a webhook at our production endpoint, it helps to test with a tool that captures and displays the raw payload:

1. Go to a webhook testing service (webhook.site and requestbin are common options)
2. Copy the temporary URL it provides
3. Set that URL as your webhook endpoint temporarily in the platform
4. Trigger an event and inspect the payload

This confirms that the platform is sending data and shows you exactly what fields are included.

Check Platform Logs

Most platforms keep a delivery log for webhooks. Look for:

• HTTP status codes on deliveries (200 means success, anything else means failure)
• Timestamps to confirm events are being sent
• Response body from our endpoint, which may include error details

Common Issues

Webhooks Work in Testing but Not Production

Usually a network or firewall difference between environments. The testing tool is publicly accessible, but the production endpoint may have IP restrictions or be behind a VPN.

Duplicate Events

If the same event arrives multiple times, it’s likely a retry. Our integrations use idempotency checks, but if you’re seeing true duplicates (different event IDs for the same action), the webhook trigger may be misconfigured to fire on multiple conditions.

Webhooks Suddenly Stop After Working for Weeks

Check if the platform auto-disabled the subscription after delivery failures. Also check whether the SSL certificate on the receiving endpoint expired.

Next Steps

• Not sure what webhooks are? Read What Is a Webhook
• If you’re seeing auth errors instead, check API Authentication Errors
• Learn more about our API Integration Services