GoHighLevel troubleshooting

Integrations or the connection is unavailable

Check that you selected the correct Uptivo club, its license enables Club API access, and your Uptivo account has permission to manage it. GoHighLevel authorization also requires access to the intended Location and permission to install or authorize the app.

You do not resolve this integration’s connection by copying API keys. Use Connect GoHighLevel in the selected club’s Integrations tab. If the tab or connection remains unavailable, contact Uptivo support.

No Location is available

In the Agency flow, Uptivo lists authorized installed Locations that can be associated with the selected club. Check these cases:

• The intended Location was not included in the GoHighLevel installation or your account cannot authorize it. Complete that authorization and use Refresh locations when offered, or start a new connection.
• It is already associated with another Uptivo club. A Location cannot receive this integration’s data from two clubs at once.
• It is still being disconnected. Wait for that process to complete; contact support if the status needs attention.
• The list has further pages. Use Load more locations.
• You are reauthorizing an existing connection. Only its current Location is eligible; disconnect first if you intend to change it.

Authorization expired or was canceled

If the attempt started in the Marketplace, use Marketplace authorization expired below. The following retry steps apply to an attempt started from a selected club in Uptivo.

Return to the selected Uptivo club and start Connect GoHighLevel again. Do not reuse a previous authorization link. Complete the GoHighLevel steps and any Location selection in Uptivo in the same connection attempt.

If you canceled authorization, no new completed connection should be assumed. Check the current status before retrying.

I installed the app but the club is not connected

An installation in GoHighLevel does not by itself identify the Uptivo club. Continue on the Uptivo page opened after installation, sign in if needed, choose the club, and select Link to GoHighLevel. If prompted, choose and confirm the installed Location too. See Start from the GoHighLevel Marketplace.

If that page reports missing or expired authorization and the club is not connected, uninstall Uptivo in GoHighLevel and reinstall it. Opening the app’s already-installed Marketplace page or starting another connection does not recover that expired authorization. For a new attempt initiated in Uptivo, see Agency setup or Sub-account setup.

Marketplace authorization expired

After installing Uptivo from the Marketplace, finish the Uptivo club and Location selection within one hour of authorization. Login uses the same temporary authorization; reloading the page does not restart the clock.

If Uptivo reports that the authorization is missing, expired, or already used:

1. Check the club’s Integrations panel first. If it is already connected to the correct account, the connection is complete; an old setup link is no longer needed.
2. If the club is not connected, uninstall Uptivo from the intended GoHighLevel account, reinstall it, and finish the association on the Uptivo page opened by the new installation.

Keeping an unlinked installation for months and linking it later is not supported by this setup flow. The app can remain installed, but a new authorization is needed to link a club after the temporary one expires.

No club is available after Marketplace installation

Check that you signed in to the Uptivo account that manages the intended club. The club must have an active license with Club API access, must not already be associated with GoHighLevel, and must not have a pending disconnection. Use Refresh clubs after correcting those conditions.

If the intended club is already connected, open its Integrations panel to check the existing association. Do not select a different club just to finish installation. Without an explicit club choice and confirmation, no club is linked and no synchronization starts.

Connected, but contacts or updates are missing

1. Verify the Location ID shown in Uptivo and the Location open in GoHighLevel.
2. Check that the person is a current Athlete of this club, not only an Uptivo Contact or an Athlete of a different club.
3. Allow the initial background scan to progress. A large club is processed over time, and Connected is not a completion indicator for every contact.
4. Search for the test contact and inspect Uptivo User ID and Uptivo Club ID. A conflicting identity or ambiguous match requires correction, not repeated creation of duplicate contacts.
5. Test a nickname change in Uptivo and check Uptivo Nickname after processing. Review the connection if Uptivo asks for authorization again.

The periodic refresh helps recover missed updates and changes caused by time, such as membership expiry, attendance windows, and monthly resets. It does not promise an immediate update or a fixed maximum completion time.

Shared phone numbers

On existing contacts, the standard phone is preserved by default. Uptivo Phone continues to show the number from Uptivo even when the standard field differs. See Overwrite standard contact fields.

Two Athletes can share a phone number, such as a parent and child. The integration does not use that number to decide they are the same person.

When filling a new contact or overwriting an existing profile, if GoHighLevel rejects the standard phone specifically because it is already used, synchronization can preserve the Uptivo number in Uptivo Phone while leaving the standard phone unchanged. Other fields and tags can still update. Do not merge different people merely to make their phone numbers unique. Other invalid-phone or contact errors still need correction.

GoHighLevel edits disappear or a deleted contact returns

Uptivo owns its custom fields and managed tags. Change their source values in Uptivo, and store CRM-only information in separate fields. Keep the Uptivo identity fields intact.

Standard fields on existing contacts are preserved unless Overwrite standard fields on existing GoHighLevel contacts is enabled. If profile edits are being replaced, review that option. When disabled, an unchanged standard profile or Contact Type alongside updated Uptivo custom fields is expected, not a failed synchronization. Contacts newly created by the integration are filled from Uptivo, then treated as existing on later synchronizations.

Deleting a GoHighLevel contact does not remove the Athlete from Uptivo. A later event or periodic refresh can recreate or relink the contact while that Athlete remains in the connected club. Do not use CRM deletion as an exclusion rule; control your campaigns with customer-managed eligibility tags.

My workflow is not running or sends repeatedly

• Confirm that you created and published the workflow yourself; Uptivo does not install campaigns or a Snapshot.
• If using Uptivo Evaluation Requested At UTC, confirm that the optional signal is enabled and that Contact Changed monitors that specific field.
• Enable reentry for a short evaluator and keep waits in a separate campaign.
• Check your eligibility tag, uptivo-club-removed, and If/Else conditions.
• Use campaign markers so reevaluating unchanged data does not send repeatedly.
• Inspect Enrollment History, Execution Logs, and message delivery separately. A synchronized contact does not prove a message was sent.

See Workflow examples for sample rules, initial-import precautions, and removal handling.

A former Athlete still has active tags

When an Athlete leaves the club, their synchronized contact remains and is tagged uptivo-club-removed. Other values remain as their last synchronized snapshot; exclude the removal tag from current-member campaigns.

A later successful synchronization when the Athlete is present again removes that tag. Periodic scans cover current Athletes, not a complete history of removals. If the expected removal tag is missing or appears inconsistent, check the actual club relationship and ask support to investigate rather than assuming every retained contact is still a member.

Contact support

Email support@uptivo.fit with the club name and ID, the intended Location ID, the approximate time, the displayed status, and the action you tried. A redacted screenshot and a synthetic test Athlete ID help.

Do not send passwords, API keys, authorization links, access tokens, or unnecessary personal data. For disconnecting or changing Location, see Manage the connection.