# FAQ and troubleshooting

> Source: https://support.usebluehill.com/customers-faq-and-troubleshooting  |  Updated: 2026-10-26T21:09:20Z

## I cannot find a customer

Check these in order on **CRM → Customers**:

1. The record type switch. **Customers** hides prospects and **Prospects** hides customers; choose **All**.
2. **Mine**. If it is on, only records you own are shown.
3. **Condensed**. If it is on, linked records are hidden behind the primary record of their group.
4. **Lost** (Prospects scope). Lost prospects are hidden until it is on.
5. **Filters**. Click the **×** after the chips to clear everything, including the search box.
6. Archived records are not in the list at all. Press **⌘K** and type the name; an archived record still opens, and **Restore** in its **Actions** menu brings it back.
7. If the record was merged, its link opens the record it was merged into.

## There is no Prospects option, Stage column or Convert button

An administrator has hidden prospects from your team under **Prospect visibility** in the organization settings. Customers are unaffected.

## I cannot see the Overview tab

The Overview tab needs billing to be switched on for the workspace and a role with financial access. Everything else about the customer is on the other tabs.

## How do I import customers from a spreadsheet?

There is no spreadsheet import for customers. Create them one at a time with **Create Customer**, create prospects straight from the pipeline board, or ask your BlueHill contact about a bulk load. **Import from Freshdesk** in Support settings can create customers from Freshdesk companies when you migrate a help desk.

## Category or segment?

They are the same thing. The customer page and the Customers page call them **Categories**; **Analytics → Segments** reports on them under the name segments.

## Health shows --

The score has not been calculated yet, usually because the record is new. Open the customer's **Insights** tab and click **Calculate Now**, or wait for the next scheduled calculation. See [Customer health and insights](./customers-customer-health-and-insights).

## A follow-up disappeared on its own

If **Resolve follow-ups when the customer replies** is on in Support settings, a follow-up attached to a ticket is resolved as soon as the customer answers. Find it under **Resolved** in the Follow-ups card and click **Reopen** if it still needs doing.

## The customer is not receiving automation emails

Open the customer, click **Info** and check the **Automated emails** switch. When it is off, board automations and reports skip this customer and the header shows **No automated emails**. See [Pause automated emails for a customer](./customers-edit-customer-details#pause-automated-emails-for-a-customer).

## I converted a prospect by mistake

Click **Undo** in the toast within 10 seconds. After that, choose **Mark as prospect** from the **Customer** pill or the **Actions** menu; the record goes back into the pipeline with everything attached. Set its stage again.

## Can I undo a merge?

No. Merging is permanent. Before you click **Merge**, read the preview and make sure the right record is marked **Keep**. See [Merge duplicate records](./customers-related-records-and-merge#merge-duplicate-records).

## How do I delete a customer?

Customer records are archived, not deleted: choose **Archive** from the **Actions** menu. Archiving keeps the record's contacts, tickets, boards and history, and **Restore** brings it back. To fold a duplicate into another record, use **Merge**.

## Where are contacts and portal users?

The people at a customer are on its **Contacts** tab. The directory of every contact is **Support → Contacts**, and portal accounts are managed on **Support → Portal users**. See [Contacts and portal access](./customers-contacts-and-portal-access).

## Who gets emailed when I change something?

- Changing an **Owner**, converting a prospect, archiving, linking or merging records sends no email.
- **Invite** on a contact emails that person a portal invitation.
- **Draft email** from the Customers page saves drafts only; nothing is sent until you send each draft from the inbox.
- **New email** on a customer opens a message for you to write and send yourself.

## Something else

Start at the [guide index](./customers-overview) for the full list of guides.