Someone signed up and I can't find them in my ChMS at all.

Search your ChMS by the email on their sign-up, not their name — matching is by email, so if that address was already on a record (a spouse's, an old one), the sign-up landed on that record and nothing new was created. If the sign-up has no email, it was never sent.

They're in my ChMS, but not on the team or schedule.

Adding a person to a record and placing them on a plan are two steps. The second only happens on a sheet that's linked to a Planning Center Services team on its Settings tab, and each sign-up on that sheet shows a badge with the result. Only people who are already in Services can be scheduled — the badge says “Not in Services yet,” and Try again works once you've added them to the team in Planning Center. CCB and MinistryPlatform sync the person record only.

Can I re-run the sync for one person?

For a Planning Center plan placement, yes — the badge on that sign-up has a Try again button. The person record itself has no re-run button: if they were never created, their next sign-up with the same email creates them.

Do people I add myself sync too?

Yes. A person added from the Slots tab syncs the same way a public sign-up does, as long as you gave them an email.

What happens in my ChMS when someone cancels?

If they were placed on a schedule or team by the sign-up, that placement is removed. The person record stays — SignUpChurch never deletes from a ChMS.

Which answers go across?

The sign-up itself carries name, email, and phone. Custom-question answers go to Planning Center as a note only when you've chosen a note category on the Integrations page; carpool answers never sync. The full list of what each provider writes, and what it never touches, is in What sync updates.

troubleshooting

Sign-ups aren't showing up in my ChMS

Connecting each provider is covered in Connect your ChMS, and exactly what sync writes in What sync updates. This is the order to check when a name you expected isn't there.

The short answer: Sync needs the Pro plan, an integration that shows Connected, and an email on the sign-up. It runs in the background seconds after the sign-up and matches by email, so an existing record gets the sign-up rather than a new one being made. Team and schedule placement happens only on sheets you link, and each sign-up shows a badge with the result.

Check these, in order

Is the church on Pro? ChMS sync is a Pro feature. On Basic or Free the integration stays connected but new sign-ups aren't sent, and the Integrations page says so. A church whose Pro period just ended is in this state.
Does the integration say Connected? Dashboard → Settings → Integrations. A Connection error badge means the key or sign-in stopped working — revoked, expired, or missing permissions. Reconnect, and sign-ups from then on sync; the ones that arrived while it was broken need to be added in your ChMS by hand.
Does the sign-up have an email? Matching is by email, so a sign-up without one — on a sheet that makes email optional, or one you keyed in without it — is never sent to any ChMS. The Sign-ups tab shows each person's email.
Did it land on an existing record? If that email is already on a person in your ChMS, the sign-up matched it and nothing new appears. Search by email before concluding it's missing.
Give it a minute. Sync runs right after the sign-up, in the background, and usually finishes in seconds. If the provider was down at that moment, that sign-up isn't retried later — add the person in your ChMS by hand, or wait for their next sign-up, which creates them if they're still missing.
Expecting them on a team or plan? That happens only on a sheet linked to a Planning Center Services team on its Settings tab (Breeze tags and Tithe.ly groups follow when those launch). CCB and MinistryPlatform sync the person only. Each sign-up on a linked sheet shows a badge: on the plan, or what went wrong, with a Try again button where that can help.
Check your inbox. When a provider reports a problem with a sign-up, every admin gets a sync-issue email naming it — that email ignores personal mutes.

Church Community Builder: a blank email for a while

In CCB, a newly created person can show no email for a while after sync, and searching CCB by that email finds nothing — even though the create succeeded. CCB stores the email in a background job on its side, usually within seconds, sometimes hours when its queue is backed up. Nothing is lost: the email appears on the record when the job runs. SignUpChurch remembers which CCB person each email belongs to, so a second sign-up during that window updates the same person rather than creating a duplicate.

Checking a CCB record right after a sign-up tells you nothing either way. Look again later before deciding a sync failed.

Common questions

Someone signed up and I can't find them in my ChMS at all.: Search your ChMS by the email on their sign-up, not their name — matching is by email, so if that address was already on a record (a spouse's, an old one), the sign-up landed on that record and nothing new was created. If the sign-up has no email, it was never sent.
They're in my ChMS, but not on the team or schedule.: Adding a person to a record and placing them on a plan are two steps. The second only happens on a sheet that's linked to a Planning Center Services team on its Settings tab, and each sign-up on that sheet shows a badge with the result. Only people who are already in Services can be scheduled — the badge says “Not in Services yet,” and Try again works once you've added them to the team in Planning Center. CCB and MinistryPlatform sync the person record only.
Can I re-run the sync for one person?: For a Planning Center plan placement, yes — the badge on that sign-up has a Try again button. The person record itself has no re-run button: if they were never created, their next sign-up with the same email creates them.
Do people I add myself sync too?: Yes. A person added from the Slots tab syncs the same way a public sign-up does, as long as you gave them an email.
What happens in my ChMS when someone cancels?: If they were placed on a schedule or team by the sign-up, that placement is removed. The person record stays — SignUpChurch never deletes from a ChMS.
Which answers go across?: The sign-up itself carries name, email, and phone. Custom-question answers go to Planning Center as a note only when you've chosen a note category on the Integrations page; carpool answers never sync. The full list of what each provider writes, and what it never touches, is in What sync updates.

Next up: What sync updates (and what it doesn't) →