Before you start: This article assumes you've already connected Scratcher to Apsis One. If you haven't set the integration up yet, follow How to integrate Apsis with Scratcher first, then come back here if something isn't working.
How your data flows: Scratcher → Apsis One
When someone plays your Scratcher game, their data travels through a fixed sequence of hand-offs before it becomes a usable profile in Apsis One. Knowing this path is the fastest way to pinpoint where something has gone wrong — the break is always at one specific stage, not everywhere at once.
In Scratcher:
Campaign built — your game and form are created, and the form fields (email, name, preferences, consent) are defined.
Integration set — Apsis One is connected 1. at account level, 2. at form level, or 3. in the campaign editor under Step 3 → Connect.
Participant plays — the visitor completes the game, fills in the form, and gives consent in exchange for the prize.
The hand-off — sync / write-back: Scratcher sends the collected data into Apsis One using your configured field mapping.
In Apsis One:
Profile created or updated — the contact lands on the list or segment you mapped to.
Automation fires — any Marketing Automation flow with a matching entry condition triggers (welcome, nurture, prize delivery), and the consent state is written to the profile.
Segments update — dynamic segments rebuild to include the new or updated profile based on the incoming data.
Most issues live at the hand-off. If data reaches your Scratcher dashboard but never appears in Apsis One, the problem is almost always in the integration connection or the field mapping — not in your game or your Apsis flows.
Find the break: match your symptom to a stage
Start by matching what you're seeing to the table below. The "Likely stage" column tells you where to focus first.
What you're seeing | Likely stage |
No data in Apsis One at all — nothing arrives on the list or segment. | Integration / connection |
Contacts arrive, but name, preferences or consent are blank or in the wrong field. | Field mapping |
Profiles land, but your flows won't send to them. | Consent / permission state |
The profile updates correctly, but the welcome or nurture email never triggers. | Marketing Automation flow |
The data is on the profile, but your dynamic segment isn't picking it up. | Segments |
Step-by-step checks, in order
Work through these in sequence. Confirming each stage before moving to the next isolates the break instead of leaving you guessing.
1. Reproduce the problem with a test submission
Open your live campaign URL and complete the full journey exactly as a real participant would — play the game, fill in the form, and submit. Then check that your test entry appears in the Scratcher dashboard first.
If it doesn't appear in Scratcher, the issue is in your campaign or form setup, upstream of Apsis One.
If it does appear in Scratcher but not in Apsis One, continue to the next check.
Tip: Use a real, unique email address you can look up afterwards (for example, an alias like yourname+test1@company.com). It makes the test profile easy to find in Apsis One.
2. Verify the integration is connected
In Scratcher, confirm the Apsis One integration is added and still authenticated. Depending on how you set it up, check one of these locations:
Account level — Account → menu overview → Integrations.
Form level — your campaign → Form Settings → Integrations.
Campaign editor — Step 3 → Connect → integration.
If the connection shows as disconnected or errored, reconnect and log in with your Apsis One account again. A silent expiry of the connection is one of the most common causes of a campaign that "suddenly stopped syncing."
3. Check the field mapping
Open the integration's field mapping and confirm that every field you rely on is matched between Scratcher and Apsis One — in particular:
Email — the key that identifies the profile.
Consent / permission — so the correct permission state is written.
Any name, preference or custom fields your flows and segments depend on.
Scratcher uses predefined fields that must be matched to your Apsis One fields. Any required field left unmapped results in incomplete or missing data — which is why contacts can arrive with blank or misplaced values.
Watch for: a field mapped to the wrong Apsis One field (for example, a preference answer landing in a notes field). The contact still syncs, so it looks like it's "working" — but your segments and flows won't find the data where they expect it.
4. Confirm the target list or segment
Check that the integration points at the same list or segment your Marketing Automation flow and your reporting actually use. It's easy to leave the integration pointing at a leftover test list from setup, which sends live data somewhere you're not looking.
5. Trace consent → flow → segment in Apsis One
Find your test profile in Apsis One and check the final three stages in order:
Consent: the profile's permission state is set as you expect. If permission is missing or set to "no," flows that require consent won't send.
Flow: your Marketing Automation flow's entry condition matches how the profile actually arrives (the right list/segment, tag or event).
Segment: your dynamic segment's rules read the same fields the integration writes to.
Common issues and quick fixes
Issue | Fix |
Nothing syncs after it worked before | Reconnect and re-authenticate the Apsis One integration in Scratcher — the connection has likely expired. |
Contacts arrive with blank or wrong fields | Review the field mapping; map any missing required fields and correct any that point to the wrong Apsis One field. |
Flows won't send to new profiles | Check the consent field is mapped and the permission state on the profile is correct. |
Data lands but the flow never triggers | Confirm the flow's entry condition matches the list/segment or event the profile actually arrives through. |
Segment stays empty despite new data | Check the segment rules reference the exact fields the integration writes to, then allow the segment to rebuild. |
Live data going to the wrong place | Point the integration at your live list/segment instead of a leftover test list. |
Always test before you launch. Before sharing a live URL or embed script, run one full test submission and confirm the data appears correctly in both the Scratcher dashboard and Apsis One. Catching a mapping issue before go-live saves re-collecting data later.
Email variations and duplicate profiles
Because the integration matches on the Email keyspace, it treats the exact email string a participant types as the unique identifier. Many email providers, though, treat certain variations of an address as the same inbox — most commonly a plus sign (+) and, on Gmail, dots (.) in the part before the @.
For example, Gmail delivers all of the following to the same person:
agneta.nevell@gmail.comagnetanevell@gmail.comagneta.nevell+scratcher@gmail.com
To the participant these are one and the same address. To Scratcher and Apsis One they are three different strings. So one person can be counted as one participant but several participations — and in Apsis One you would end up with separate profiles, one per variation.
⚠️ This inflates participation counts and fragments the profile. Consent, preference data and flow entry all attach to whichever email string was submitted — so the same person can receive duplicate communication, or trigger the same flow more than once, across their variant profiles.
What you can do:
Be aware of it when reading campaign reporting — treat participation counts as plays, not unique people, if plus/dot variations are likely in your audience.
If deduplication matters for a campaign (for example, one entry per person in a prize draw), plan for it up front and raise it during scoping — normalising or reconciling variant addresses is not something the integration does automatically.
Where profiles have already fragmented, they can be reviewed and merged on the Apsis One side.
💡 Not sure whether this affects your campaign? Raise it with your onboarding contact when scoping the field mapping — it's cheapest to decide how you want to handle email variations before go-live.
Still stuck? What to send us
If you've worked through the checks above and data still isn't flowing correctly, get in touch. To help us resolve it quickly, please include:
Your campaign URL.
The email address of the test profile you used.
The date and time of your test submission.
A screenshot of your field mapping.
Which list or segment the integration is pointing at.
As a rule of thumb:
If the data never leaves Scratcher, or the integration won't connect, your Scratcher contact can help.
If the data reaches Apsis One but flows or segments don't behave as expected, reach out to Apsis One support.
Not sure which side the problem is on? Send it to either team with the details above — we'll route it to the right place.
What's next?
How to integrate Apsis with Scratcher — set up or reconnect the integration.
Scratcher: Integration Setup — the three ways to add integrations and how field mapping works.
Building segments in Apsis One — make sure your segment rules read the incoming Scratcher data.
Setting up a Marketing Automation flow — check your entry conditions.