Directory listings not refreshing
If a Contact's information is not changing in your organization's directory, here are the things to check:
Scenario 1: Member is trying to change listing via their Profile Edit form
Go to Automations and find the workflow that is likely named "Member Submits Profile Update" or something similar. It would typically be found in a Directory folder or Profile folder.
Check the history of the workflow to see if there are any errors or skipped steps. If you see either, you can generally click into the details to see why it happened.
If there are no errors or skipped steps, check to see if the contact went down the path that contains the webhook (that is what syncs the information to your directory).
If the contact did not go down the path with the webhook, look at any branching before that to see why the contact went down a different branch.
Most typically, you are going to find that the workflow is checking for a condition that the contact does not meet. For example, your automation may require contacts to be at a certain membership level, or to have a specific status. If the contact is missing those details, they won't be able to go down the path.
Scenario 2: You (as an Admin) are trying to get the contact to update in the Directory
Go to Automations and find the workflow in the Admin folder that is likely named "Refresh Directory".
Check the triggers on the workflow - did one of those triggers occur?
If yes, then check the history of the workflow to see if there are any errors or skipped steps. If you see either, you can generally click into the details to see why it happened.
If there are no errors or skipped steps, check to see if the contact went down the path that contains the webhook (that is what syncs the information to your directory).
If the contact did not go down the path with the webhook, look at any branching before that to see why the contact went down a different branch.
Most typically, you are going to find that the workflow is checking for a condition that the contact does not meet. For example, your automation may require contacts to be at a certain membership level, or to have a specific status. If the contact is missing those details, they won't be able to go down the path.
If you've checked the things above and you still can't determine why the sync is not working, reach out to us at the Help Desk and we'll check on it for you.