> For the complete documentation index, see [llms.txt](https://support.sayprimer.com/primer/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.sayprimer.com/primer/support-faq-follow-ups.md). # Support FAQ Follow-Ups This page collects answers to specific follow-up questions that came up in recent customer support conversations. It's a working reference and isn't linked from the main navigation. ## Single sign-on (SSO) with Okta Okta SAML SSO is available on the **Scale** tier. If you're on the **Grow** tier, Google SSO is supported instead — Okta SAML requires an upgrade to Scale. Reach out to your account team if you'd like to discuss upgrading. ## Public API and MCP access Primer's public API and MCP surface currently expose read-only access to your account data (audiences, integrations, reporting). There isn't a live "ask a question and get an AI-generated answer" endpoint available today — Ask AI is only available through the support docs site itself. The read-only API/MCP surface can be connected to MCP-compatible AI tools (for example, Claude) so an agent can read your account data programmatically — audiences, integrations, and reporting. It's read-only, so it's well suited to use cases like exporting website reveal leads into a CRM (e.g. HubSpot) on a schedule, but it can't create or modify audiences. To request an API key, reach out to your account team. ## Connection stuck on "processing" A connection showing **processing** means Primer is still validating or syncing that connection — this is expected for a period during initial setup. If a connection stays on processing longer than expected, first check **Connections** for a failed-connection banner and use **Fix Connection Errors** to resolve it. For Microsoft specifically, the most common cause of a stuck processing state is that **Customer Match Terms and Conditions** haven't been accepted yet in Microsoft Advertising. To resolve it: log into Microsoft Advertising, create a customer list audience (no data required), and select **I ACCEPT** when prompted. Return to Primer afterward and resolve the connection from **Connections** if it's still showing an error. If the issue persists after accepting the terms, contact support. ## What the "Keywords" audience filter matches The **Keywords** filter matches company activities and content associated with the term(s) you enter — it's broader than an exact brand- or product-name match. It's designed to catch companies showing contextual signals of being "in-market" for a topic (based on their site content and described offerings), not just literal mentions of your brand or competitors' names. To validate whether an audience built with keyword filters actually reflects your ICP, use **Audience Preview** before syncing — it shows the top 250 matched records and lets you search by company, job title, and industry to sanity-check the mix. ## Salesforce field matching Some customers have seen audience matching fall back to older, deprecated Salesforce fields instead of the active fields configured in their org. If your matched-audience counts look off after a Salesforce field change, check **Connections → Salesforce Integration** and re-confirm your field mapping — re-selecting the correct field resolves the fallback. To see exactly which Salesforce fields (both **Contact** and **Account**) are currently mapped to Primer, go to **Connections → Salesforce Integration → Field Mapping** — this shows the live mapping Primer is actually using, not just the fields available in your org. If the field mapped there turns out to be a deprecated or "do not use" field, that's the fallback scenario above: re-map to the correct active field and re-run the audience. ## Bridging data via Userled For customers using Userled alongside Primer, data is bridged between the two platforms rather than natively unified — each system keeps its own record, and syncing happens on a scheduled basis rather than in real time. If you need near-real-time sync, let your account team know so they can flag it to the product team. For customers running 1:1 ABM campaigns with Userled specifically, today's integration bridges account-level and campaign data, but it does not currently pass contact-level website reveal data (i.e., named visitor identities from Primer's website reveal) into Userled for sales follow-up or retargeting. If surfacing named contacts from ad-driven site visits and routing them to sales is a priority for your team, flag it with your account team — it's a common ask worth raising as a feature request. ## Recovering an interrupted onboarding flow If a user's onboarding session is interrupted partway through (for example, a customer closed their browser mid-setup during onboarding), progress up to the last completed step is saved. Returning users can resume from where they left off by logging back in and reopening the onboarding flow — there's no need to start over unless more than 30 days have passed, after which the session resets. ## Getting unstuck from the wrong org during onboarding If your account was transferred from another admin and you land in onboarding for the wrong organization (for example, an old or renamed version of your account), you may not be able to back out of that onboarding flow from within the product. Don't complete setup for the wrong org — contact Primer Support (or your account team) directly and they can move you to the correct organization and clear the incorrect onboarding session on the backend. ## Deleting vs. archiving an audience Primer doesn't currently support permanently deleting an audience. Instead, audiences you no longer need can be set to **Archived** status, which removes them from your active audience count and stops ad-platform syncing without deleting the underlying data. If an audience was created unexpectedly — for example, from filter changes that auto-saved as a draft and then ran on a later daily refresh — check **Created by** and **Created at** on the **Audience Dashboard** to confirm how it was created, then archive it if it's not needed. Archiving also frees up the active-audience slot it was using. ## Exporting Account Research data Account Research export is currently a **beta** feature. Exports are delivered as CSV and are limited to 10,000 rows per export. If you need a larger export, contact support and we can help pull it manually while the beta limit is in place. ## Exporting the Account Research view as an image Today, the only way to capture the visual view that populates when you add a URL to Account Research is a screenshot — there's no built-in high-resolution export (PNG/PDF) of that view yet. If you need the underlying data rather than the visual, use the CSV export instead (see above). For a higher-resolution capture of the view itself, contact support. ## Headcount bands and cost-per-lead (CPL) performance There isn't a universal rule for which headcount band (for example, 25K–500K employees vs. 25K+ employees) will produce a lower CPL — it depends on your specific ICP, ad platform, and campaign objective. To compare bands directly: build two audiences that differ only by the **Headcount** filter, preview each in **Audience Preview** to confirm composition, then run them under matched campaign settings and compare CPL/conversion using **Historical Win Rates** and your ad platform's reporting. If a narrower headcount band's delivery looks unexpectedly small, check **Matched Size** (not just built size) in the audience's **History Log** — narrow bands can produce a much smaller matched pool than the raw filter suggests. ## Billing when operating as an agency Agencies managing multiple client accounts are billed at the parent (agency) level, with individual client accounts set up as sub-accounts. Seats and usage roll up to the agency's plan rather than being billed separately per client. To bill under your agency name instead of the client's name, you don't need to rename the organization itself — invoicing/billing details (including the name that appears on invoices) are set separately under **Settings → Billing**, independent of the Organization name field. If you don't see that option, contact your account team and they can set it up. Agency discounts are also applied at the agency level — ask your account team to confirm the discount is attached to your agency account so it applies consistently across client sub-accounts. ## Applying coupon codes Coupon codes can be applied during initial checkout or from **Settings → Billing** on an existing account. Most codes are single-use and apply only to new subscriptions — they won't apply retroactively to an existing paid period. If a coupon code doesn't apply automatically at checkout or in Settings → Billing, don't retry repeatedly — reach out to support with the code and the account/organization it's for. Codes can fail to apply if they're tied to a specific plan tier, already used, or expired, and support can apply it manually or issue a corrected one. ## Monthly vs. annual pricing You can switch from monthly to annual billing at any time from **Settings → Billing**; the switch takes effect immediately with a prorated credit for the remaining monthly period. Switching from annual back to monthly takes effect at the end of the current annual term. The tiers shown in-app (in your account's upgrade flow) can include additional or higher tiers beyond what's listed on the public pricing page. Some of the higher tiers are annual-billing only and don't offer a monthly payment option — if you need a higher tier with monthly billing specifically, check with your account team on what's available. ## Plan pricing and the lowest available tier Exact monthly price points for each tier aren't published on this docs site, since pricing can vary and in-app tiers can differ from what's shown publicly — check the public pricing page or your account's **Settings → Manage Plan** for current numbers. As a general structure: the **Free** plan allows syncing up to 3 audiences with unlimited drafts, and paid tiers start at 6 active audience slots, billed monthly by default (with a discount available if you switch to annual billing — see above). If you need to confirm the current lowest paid price point for your region or tier eligibility, your account team can provide it. ## D\&B (Dun & Bradstreet) integration The D\&B integration enriches account and company records with firmographic data (industry, employee count, revenue range). Sync runs on a daily cadence, so newly enriched fields may take up to 24 hours to appear after a record is created or matched. There's no separate "import D\&B definitions" feature — because D\&B firmographic data is already built into Primer's native audience filters, you can target on it directly via **Industry**, **Headcount**, and related filter criteria when building an audience, without a manual import step. If you have an external list of company definitions (for example, exported from D\&B) that you want to use as-is, upload it as a **Companies CSV** (Company Domain and Company LinkedIn URL required) and use it as filter criteria — see **Importing CSVs**. ## Slack notification triggers Slack notifications can be configured to fire on specific account events — for example, one customer wanted a Slack alert whenever a new high-intent audience match came in. These are configured under **Settings → Notifications → Slack**, where you can choose which event types trigger a message and which channel receives it. Intent-based labels referenced in Slack notifications (for example, "cold," "warm," or "hot" intent) reflect relative intent-score levels — based on signals like page-visit depth, time on site, repeat visits, and campaign context — rather than a single fixed threshold. A "cold" lead is simply on the lower end of the intent-score range within a given notification batch, not a distinct documented category. If you want Slack alerts restricted to only your highest-intent accounts, use the event-type and intent-score filtering options under **Settings → Notifications → Slack** rather than trying to filter by label after the fact. *** If you don't see what you're looking for here, contact ****. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://support.sayprimer.com/primer/support-faq-follow-ups.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.