Common Support Scenarios – SURFE

<SCENARIO>

<QUESTION>

I have not signed up with Surfe, where did you get my email address from?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

It is most likely that a colleague from your company who created the Surfe account and invited users, invited you too.

Due to this, we would have your email address.

I hope that helps explain how we were able to write out to you.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can you change my trial date to start at a date in the future?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Unfortunately, we are unable to pre-program a trial for a future date. Please reach out to us around the time you'd like your trial to start.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

I bought a Surfe licence but the account is still saying I am on a free/trial plan, can you look at this please?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

It is most likely that you have not allocated a Paid Plan to the Team Members at the time of purchase.

After entering your billing details, the system will prompt you to select which users to allocate to the paid plan.

To enjoy the benefits of the licenses you've purchased, navigate to the Team section of your Surfe Dashboard. From there, assign the paid seats to team members who will use the premium features.

Please find more information in this article.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What billing changes, such as plan cancellations or downgrades, can we schedule to occur at the end of our current billing cycle?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Billing changes that are scheduled include:

• Plan cancellation

• Licences Downgrade

• Plan Downgrade

If you want to downgrade/ upgrade your current plan or change the duration, please go directly to your Surfe Dashboard-> Billing-> Select a different plan or duration.

You can cancel your subscription until 1 day before the end of the current billing cycle.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

How do the lookalikes and filter features work together?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

We have a feature in the Surfe App that helps you find a list of companies or individuals who match your ideal customer profile. With this tool, you can conduct a lookalike search to find companies similar to those you've previously worked with, simply by entering a company name or website. Alternatively, you can use a range of filters to identify companies or people based on specific criteria.

Surfe verifies whether the companies or contacts already exist in your CRM. Hovering over a record will show the owner of the entry, helping you avoid duplicate prospecting efforts.

Please find more information in this article.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can I configure Surfe to use a contact's first and last name as the company name when creating or updating a contact record in my CRM?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

People will always be added to CRM as contacts, not companies. Also, it's not possible to map the person's or the company's name to any other field in CRM.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can we create tasks on deals?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

It’s not possible to create tasks on deals.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can a Surfe admin use the dashboard without connecting their CRM?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Yes, if you are an existing customer and already have a Surfe Account, please follow the steps below:

In the dashboard, invite the user that will be the Surfe admin (the one that does not have a CRM account)

You can also use the the "Admin only access" in the invitation modal to give to that invited admin rights

The invited user will show up in the user list
The invited user can navigate to account.surfe.com and provide their email (the one they received the invitation on), then click on "Send magic link"
They will receive an email with a login url that they can use to login to the dashboard

If you are a new customer (you do not have a Surfe account), please follow the steps below:

You will need at least one user to connect their CRM, this will create the Surfe Account.
Then, follow the steps for an existing customer

I hope that helps.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Do users of the Free plan have any enrichment credits?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Basic plan (Free plan) users monthly get:

- 20 email finder credits

- 5 mobile phone finder credits

- Unlimited email validation

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can I add people to Surfe when they don't have a Sales Seat in Hubspot, is that a requirement?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

You won’t need a Sales Seat, but you need to have edit rights to "Contacts", "Companies", "Deals" and "Tasks" in Hubspot.

In this article: Missing permissions for HubSpot users?, we briefly mention this:

Make sure that all the basic permissions are also activated in your CRM.

Specifically those under the "CRM objects" & "CRM tools" sections, such as "Import".

As mentioned, you will need to have edit rights to "Contacts", "Companies", "Deals" and "Tasks" in Hubspot.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can Zapier be used with Surfe?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

We currently do not integrate with Zapier.

We have the following workaround if you cannot use a different tool:

You can connect Surfe to GoogleSheets, then search for “connect “X” CRM to GoogleSheet sheets through Zapier” on Google, this way you will be able to find ready made zaps on Zapier to use.

Here is a Zapier template to Find or Create a Contact and an Organization when a Row is added or updated on a Spreadsheet via Surfe.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can we change the note title for synced conversations in PipeDrive?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

This is not currently available.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Why did one of my contact’s emails not get saved in my CRM?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

First, we would need to check your “What type of emails would you like Surfe to send to your CRM?” in your Surfe Dashboard -> Settings and check that the email is of the type that you have configured to be saved in your CRM.

If this is not the reason, we will need to further investigate.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What is our enrichment cascade order?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

If you do not have an enrichment provider, here is the standard order:

Email + phone (landline):

Prospeo
PeopleDataLabs
RocketReach
Hunter
Apollo

Mobile:

PeopleDataLabs
RocketReach
Prospeo
Cleon

Nuances:

GDPR Setting ON means that no enrichment data will be fetched unless an enrichment provider is explicitly set up in the system.
"Use Surfe email finder credits first" ON prioritizes Surfe Email finder credits for searching email addresses and phone numbers, followed by the other enrichment providers listed in order.
"Use Surfe email finder credits first" OFF shifts the priority to the other data providers you have configured in your dashboard, before using Surfe Email credits.

In all cases, the cascade stops when valid information is found. Meaning that when one provider returns an email result, we will use ZeroBounce to see if the result is valid (this only happens for emails).

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

When are Sales Navigator List Name and Sales Navigator URL populated (after they are mapped)?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

• Sales Navigator List Name will only be populated when exporting from a list (it will save the name of the exported list on the CRM). We don't otherwise populate the Sales Navigator when adding to CRM from a single profile.

• Sales Navigator URL will only be populated when adding to CRM or exporting from within Sales Navigator. If you add to CRM from LinkedIn, the Sales Navigator URL won't be populated (the reason for this is to avoid extra calls to the LinkedIn API).

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What happens when 'Admin Fields only edit' is switched on?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

When the 'Admin Fields only edit' setting is on, only the admin can:

• Edit the value for the additional fields

• Edit which fields are in the "additional fields" section

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What type of data encryption do we provide?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Surfe is ISO-27001 certified and GDPR compliant.

ISO-27001 certification means we meet the requirements set by ISO for data privacy and information security.

As part of our ISO-27001 certification, our whole database is encrypted at rest and CRM tokens are double encrypted:

The data (i.e. tokens) we use to connect to your CRM is always encrypted at rest
We don't store any of our customers’ CRM data. It's always only transient (i.e. transferred from LinkedIn to CRM or CRM to LinkedIn and not stored)

I hope this helps,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

The company name is missing the company’s abbreviation (for example, GmbH or Ltd), why is this happening?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

When the setting “Clean company name when exporting to CRM” is ON (Surfe Dashboard -> Setting), we remove some abbreviations from the Company name.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

How often and when do we scan the customer’s CRM to automatically update or complete contact information in our CRM?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

We scan it every night, Paris timezone.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Does the customer have to have LinkedIn open for the contact automatic update to run and Data Enrichment Suggestions to show?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

The CRM scan happens during the night, it does not require the user to be using LinkedIn.

But after the scan, we compare the found CRM contacts to their information in LinkedIn.

This part happens while the user is navigating LinkedIn (and logged in to Surfe).

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

When scanning and automatically updating the customer’s CRM data for Contact Updates, is there a way to identify how far along Surfe is in that process? I.E. quarter of the way through, halfway, etc.

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

At the moment, we do not have access to this information. We have a cursor that estimates how many records we've scanned for each customer and that we move forward every night, to make sure we don't scan the same CRM contacts every time. But we don't store where this cursor stands within the total amount of records of the customer's CRM.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Is there a way to view a contact in HubSpot and see when it was last automatically updated by Surfe?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

While you won’t be able to see that, we could check it from our database. However, these records are not stored for a very long time.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Surfe works as expected (the information section loads normally), but the Surfe Side Notch does not appear in the browser as intended, preventing the extension from displaying the Features such as Tasks, Notes or Notifications.

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Could you please try resizing the window or refreshing it? One of these should work.

Sometimes the notch gets stuck somewhere outside the window and resizing makes it snap back into place.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

I am trying to complete field mapping but certain CRM fields are not showing. Why is this?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Users can only map fields of type Text.

When you can only see limited fields, it is probably because those are the only Fields configured to type Text that Surfe can see on the CRM.

For example, if you want the Job Title (LinkedIn) to be mapped to a Job Title field (in your CRM), you will need to make sure that the relevant field on the CRM is of type Text, instead of Single option, for example.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

When I enrich a contact using Surfe, what types of email addresses will be sent to my CRM?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Surfe only sends either valid emails or catch-all. We do not send any other statuses to the CRM.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What information does my CSV need to have to be able to upload it to Surfe App? What specific fields or data columns does my CSV file need to include in order to successfully upload it to the Surfe App for contact or lead management?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

The CSV needs to include at least 3 columns:

- First Name

- Last Name

- Company Name OR Company website

Only the rows that have data for all 3 columns will be processed.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

If my ZeroBounce API key does not work, do we revert to Surfe's?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

If the API key provided is either invalid, expired, or otherwise unable to connect or authenticate with ZeroBounce, the system will automatically switch to using Surfe’s default API key (if available) to ensure that the service continues to function.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can a user create a Surfe account via the dashboard?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

It’s not possible.

What they should do instead:

- If the main Surfe account does not exist -> it will only be created when a user connects their CRM with Surfe

- If the main Surfe account already exists -> someone needs to invite the user, then they will be able to login to dashboard without connecting their CRM

For the Second option, please head to your Surfe Dashboard -> Team > click on Invite Team Member

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Is the Surfe Extension optimised for low accessibility users?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

No, our extension is not optimised for low accessibility.

Most of the buttons/inputs are not picked up by the keyboard because they are not defined with the corresponding html tag button or input.

The elements that get picked up do have the correct tag.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What does the "Read only sales enablement" setting in the Surfe Dashboard mean?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

This is a setting on the Surfe Dashboard -> Settings.

It only appears if you’re connected to a Sales Enablement tool (like SalesLoft or Lemlist).

It means you can do these actions on these integrations from Surfe (if set to "Full access”, vs you can only see information on read only, if set to “Read only”).

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What is the first drop down that appears in the conversation header for HubSpot?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

It's the "Lead status" property.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

How can I configure HubSpot to automatically set the 'Created By' field to the user who added the contact?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

The “created by” field in HubSpot is read only, so it cannot be edited.

A workaround is to create a Hubspot user type of field inside your CRM and add it to the “Additional fields” section in the info section.

Then you could manually set this field via the info section.

It’s possible there is also another way to configure this within HubSpot, using a workflow or automation.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Which Connection Degree Level is synced and shown to users?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

The degree that is imported to the CRM corresponds to the degree of the person that added the contact to the CRM, or that updated the contacts.

The value (on the CRM) is not updated depending on the user who is accessing the profile.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

How can I connect to the Salesforce sandbox/partial site to test the extension? It automatically tries to connect to the production org.

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

At the moment, it is not possible. We can forward this request to the Product Team so they can prioritise this feature in the future.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Do I need to create a new workflow each time I create a new static list in HubSpot?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

It will depend on the way you are using those lists.

While active lists can be automated based on conditions or criteria, static lists remain unchanged, requiring manual additions. Therefore, with Surfe, it is only feasible to add contacts to active lists through LinkedIn, as static lists do not support automation.

Please let us know if you require further information.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

How many credits do we charge for enrichment in the Surfe App?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Here is how we charge for enrichment in the Surfe App:

- email found (landline included) = 1 credit (€ 0.1)

- email and mobile found = 1+2 = 3 credits

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What does it mean when Surfe says my API key is invalid?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

When you get a warning that the API key is invalid, it means that your API key is outdated and has been changed.

If we are still able to retrieve any results, it is because we leverage other providers that the customer has, or Surfe’s resellers. If this is the case, you will need to click on the info icon, which will open the side panel. From the side panel, you will be taken to the dashboard to update your API key.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Contact must be attached to an account - what does this mean?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

You may have a rule in your CRM that does not allow you to create a contact without a company (Account) attached to it. This should be the error you receive from your CRM:

{

"message": "Contact must be attached to an Account. Find or create an Account to continue",

"errorCode": "FIELD_CUSTOM_VALIDATION_EXCEPTION"

}

Suggestion: You will need to enable the "Don't create a Contact in the CRM without a Company attached" settings (Surfe Dashboard -> Settings).

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can we map Company to another field on Contact Updates?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

At the moment it is not possible.

When we update a contact, we will update all possible fields, including the name. But the name mapping is fixed, which means it cannot be changed.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

How can I automatically activate data enrichment when exporting a list?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

To enable setting(s) in the Surfe Dashboard Settings:

“Trigger email & phone enrichment automatically” and/or “Trigger mobile enrichment automatically”

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Why is it important to map data fields in the Surfe Dashboard?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Surfe syncs information on LinkedIn to your CRM. We use specific data fields to make sure the person or company you’re seeing on LinkedIn is correctly matched in your CRM.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Does Surfe automatically create data fields on my CRM?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Surfe will search for essential data fields on your CRM (LinkedIn URL, Email, Phone, Mobile and Company Website) and, if found, it will map them to the LinkedIn fields. If these fields are not found, Surfe will create them for you. This will ensure LinkedIn essential data fields are properly matched to fields on your CRM.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

If I sign up to Surfe App, which plan will I automatically be placed on?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Once you sign up to the Surfe App:

• you will be free to use the ICP finder with up to 2000 daily searches

• will get 20 email finder credits and 5 mobile phone finder free credits

• you can buy credit packs whenever you want

At the start, you will enjoy Surfe on a free trial. If you do not purchase a paid plan after the 7-day trial, you will be moved to the Free plan. Please find more information about what is included in each plan in the following link.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

How does Surfe automatically map fields between LinkedIn and my CRM?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Surfe reads all fields on your CRM and uses an algorithm to predict which field is more suitable to be mapped to an essential field. If no field is found, Surfe will create a new one.

The auto mapping is also limited to certain field types. Please check this article for more details.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Why do I see the name of the Person or Company in red on LinkedIn?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

When the name of the Person or Company appears in red on the Info Section, it means that at least one of the essential data fields is not mapped.

This can create issues when exporting LinkedIn data onto the CRM.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What are the essential data fields for contact enrichment required in Surfe?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

Mandatory fields to map with Surfe are:

LinkedIn URL (on the contact/lead/company level)
Email (on the contact/lead level)
Website (on the company level)
Phone (on the contact/lead level)

You should make sure you have these data fields on your CRM so we can map them to the LinkedIn fields.

Please have a look at this article for more information: What should I set up first with Surfe?

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What impact does the GDPR compliant setting have on the enrichment cascade?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

The GDPR protects the European Union's member country citizens' right to privacy.

When enabled, Surfe will only leverage GDPR compliant email enrichment providers when your current prospect is located in the EU.

If a user has the GDPR Compliance setting turned on, this means that we only run tools that are explicitly GDPR-compliant.

At the moment we are only running Hunter, which means the mobile cascade doesn’t run when this option is ON.

Note that the GDPR Compliance setting only applies to contacts that reside in the EU. If a contact resides outside the EU or doesn't have their location disclosed the GDPR compliance setting won't take effect and the cascade would run normally.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What does “Always Run” mean? And how does it work?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

The “Always Run” configuration on your dashboard means that, for the enrichment cascade, we will always run that specific provider, regardless of whether we have found email or phone before, with another provider.

In the Info Section, we will only display the first result we find.

However, you can still import this information to your CRM, by mapping the email / phone field of that provider on your Dashboard > Fields (or Properties) Mapping.

This option is not available for all providers, only for the most common ones. For example, for BetterContact, there is no option of bringing more emails to the CRM.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What is our “Company Search” logic?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

If we don't find a company by LinkedIn URL search in your CRM, we will search by domain and name. But any companies we find with the same domain or name will be discarded if they already have a LinkedIn URL that is different from the one we are looking for.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

When we integrate with Salesforce, what does Surfe actually have access to?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

The Salesforce REST API gives us access to all the CRM. Surfe requests the following scopes during the OAuth process: api id refresh_token. The scopes are described here: OAuth Tokens and Scopes.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Is it possible to change the Lead name when creating it via Surfe?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

There's no way for you to change the name of the Lead that gets created by Surfe.

As a workaround, you can change it manually in your CRM after it is created or maybe some CRMs allow you to create some sort of workflow or automation to accomplish this.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Is it possible to customise the enrichment cascade per team or region?

</QUESTION>

<ANSWER>

Hi,

Thanks for reaching out.

There's no current way to enrich with region or team specific requirements in Surfe. All enrichment tools (including Surfe cascade) are applied for all users of that Surfe account.

</ANSWER>

<SCENARIO>

<QUESTION>

I would like to pull a list of 5,000 contacts in LinkedIn and download a CSV in order to email it (or directly bring it into Pipedrive). Is this possible with Surfe (which plan can do that many in one action)?

<ANSWER>

</QUESTION>

I am trying to add a lead in LinkedIn but the contact´s employment options are greyed out and I cannot proceed... see attached.

What is the issue here?

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can we have a product tour/demo for our 4 paid licences?

</QUESTION>

<ANSWER>

Hi there,

Thanks for reaching out to Surfe Support.

As for the product tours, unfortunately we don't offer guided tours of the product for customers with less than 5 licences, but here are a few videos showing part of the application and its main features:

Get set up and use all features!
Set up your dashboard

Fields/Properties Mapping settings

Add a contact to CRM

Email and phone finder

Change the contact owner

Relink and Unlink records

You can also check out our YouTube channel which has some great clips on how to get the most out of Surfe.

Let me know if you have any comments or need more videos to help you.

All the best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

If we cancel our subscription and we use an API Key, would we still be able to use the Surfe API?

</QUESTION>

<ANSWER>

Unfortunately you won’t be able to use the Surfe API anymore., if you try to use the Surfe API we would check if any users in your account has a licence for a paid plan assigned to them. If there is no paid licence associated with the user, we would then return an error.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Since Surfe enrichment connects with enrichment providers via API, are there any potential issues to offering the enrichment service via Surfe’s own API?

</QUESTION>

<ANSWER>

The main risk would be if someone using the Surfe API in a way that would make Surfe hit the rate limits imposed by our providers. This is why the Surfe API has its own rate limits that will ensure we avoid this issue.

Another potential issue could be that someone using the Surfe API enriches a lot of contacts so that it consumes all the provider’s credits. To avoid this, we not only have the rate limit, but also the fact that we have our own credit system.

In short, there are no significant additional risks in offering this service via API to our customers.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Does the Surfe API return results in the CSV format?

</QUESTION>

<ANSWER>

No, the results are returned in a JSON format.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can the customer know they are running low on credits via the Surfe API?

</QUESTION>

<ANSWER>

Not at the moment, the Surfe API will only notify the user once they have already run out of credits.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What are the different error responses from Surfe API and what do they mean?

</QUESTION>

<ANSWER>

Hi there,

Thanks for your message,

In case of errors, the API responds with 4XX or 5XX status codes:

If the response code is 400, then the Status is a “Bad Request” which means that the request is invalid or malformed
If the response code is 401, then the Status is “Unauthorized”which means that the API Key is missing or invalid
If the response code is 403, then the Status is “Forbidden” which means that the request cannot be handled because it would either exceed the quota or there is not enough credits available
If the response code is 404, then the Status is “Not Found” which means that the requested record cannot be found
If the response code is 429, then the Status is “Too Many Requests” which means that the rate limit has been exceeded
If the response code is 500, then the Status is “Internal Server Error” which means that there was an unrecoverable error on the server

All error responses include a JSON body with the following format:

{

"code": 400, // The same as the HTTP Status code

"message": "Invalid request", // A message with an explanation of what went wrong

}

The API documentation is available to everyone on https://developers.surfe.com/

Best regards,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What are the different successful API responses?

</QUESTION>

<ANSWER>

Hi there,

Thanks for your message,

A successful request is accompanied by a 20X status code that confirms the operation was completed as expected.

If the response code is 200, then the Status is “OK” which means that the request succeeded and a result is returned
If the response code is 202, then the Status is “Accepted”, which means that the request was received successfully and an asynchronous process has started to handle the request. The response includes the information to fetch the results from this process
If the response code is 204, then the Status is “No response”, which means that the request succeeded but there is no content to return

The API documentation is available to everyone on https://developers.surfe.com/

Best regards,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Could you please provide some documentation and information on Surfe’s API? Do we need to sign up to access Surfe’s API?

</QUESTION>

<ANSWER>

Hi there,

Thanks for your message.

To use Surfe APIs, you need a Surfe account. APIs are available to Surfe customers on all plans, including our free plan. If you're new to Surfe, you can get started by creating an account for free.

Surfe users can generate their API key from the Surfe Dashboard. In the Features section, select API settings.

Simply click Create API key, copy your unique API key, and you're ready to go!

For more information about your API key, check the Authentication page.

The API documentation is available to everyone on https://developers.surfe.com/

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

How can we use Surfe’s API and what are the different ways we can efficiently boost our use of Surfe tools with the Surfe APIs?

</QUESTION>

<ANSWER>

Hi there,

Thanks for your message.

The Surfe API provides a set of RESTful endpoints that unlock advanced enrichment, data intelligence, and workflow automation for sales and revenue teams.

Whether you need to accelerate outbound campaigns, uncover deeper signals about your ICP, or integrate enrichment data with internal tools, Surfe's API brings unprecedented flexibility.

Company Search API

Discover new target companies and access key data points like website, revenue, industry, technology stack and employee size. Rich data with complete market coverage.

Person Search API

Identify and enrich person data using advanced filters of over 50+ attributes including company, job title, seniority and location.

Contact Data Enrichment API

Verified B2B email addresses and mobile phone numbers - powered by Surfe's waterfall enrichment technology. 93% find rates.

Company Enrichment API

Return advanced firmographic data for your target organizations. By providing a 360-degree view of each business, company enrichment delivers accurate, actionable data so you can refine your outreach and engage high-value accounts more effectively.

The API documentation is available to everyone on https://developers.surfe.com/

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Do mobile phone and email credits roll over to the next month if you do not use them?

</QUESTION>

<ANSWER>

Hi there,

Thanks for reaching out to Surfe Support!

The unused credits do not roll over to the next month/billing period. Your monthly credits reset when your monthly bill is renewed.

Checking your remaining credits is quick and easy, anytime, anywhere on LinkedIn. Just hover over the Surfe side panel, click on the profile icon, and you'll see your available credits at a glance.

Another way to check your available credits is through your Surfe app account. Simply open the Surfe app to view your current credit balance.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What is included in the Surfe App and how many searches can I do? Also, do searches consume credits?

</QUESTION>

<ANSWER>

Hi there,

Thanks for reaching out to Surfe Support.

For Free Plan & Essential Plans, the Surfe App offers:

100 Surfe search results per week (10 pages) per user

This refers to the “Search results” of the ICP Finder, per week there’s a limit of 100 results that can be searched (the equivalent of 10 pages).

For Pro Plan and Trial, , the Surfe App offers:

10,000 Surfe search results per day per user

Enrich CSV download option for company lists (available within the company view in ICP).

With the Surfe Chrome extension, you'll have access to all the features from the Free and Essential plans included in the Pro plan.

1,000 email finder credits per user per month

100 mobile phone credits per user per month

The monthly and yearly enrichment credits included in the Pro plan can also be used within the Surfe App.

Need to upgrade your plan? Check out how to do it here.

Regarding the Pages, this refers to the pages of the ICP finder search results, we do not track how many pages users open, we track and limit their search results.

A page in the ICP Finder can contain up to 10 search results (there could be less than 10, depending on the search filters & input).

The credits for finding emails and mobiles (mobile and email enrichment) are not related to the ICP Finder search results.

If, for example, a user doesn’t have any more search results left for the week, they can still find email/mobile for contacts if they have credits, because the email/mobile credits system is independent from the weekly search results limit.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

I upgraded to a paid Plan but my Surfe account on the side panel shows I’m on a Free Plan, why is that?

</QUESTION>

<ANSWER>

Hi there,

Thanks for your message,

It sounds like your paid plan might not be properly allocated to your account. This can happen if the plan wasn't assigned to you after purchase. Here's what you can do:

Go to your Surfe Dashboard -> Team section.
Check if your paid plan is assigned to you or other users you've invited.
If it's not assigned, you'll need to allocate the paid seat to yourself or the intended team member.

If you still see issues after checking this, please let me know, and we can look into it further.

Source

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can we have different paid Plans in one Account? Can we have a user on an Essential Plan and another one on a PRO Plan?

</QUESTION>

<ANSWER>

Hi there,

Thanks for your message,

In fact, Surfe does not support mixed paid plans. All users with a paid seat will be on the same plan level. However, you can create your account, assign paid seats/licenses to specific users, and select between a monthly or yearly subscription (all in a single currency).

If you'd like to learn how to change the duration of your plan, click here!

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can photos from linkedin be automatically synced into the CRM ?

</QUESTION>

<ANSWER>

Hi,

If you use Pipedrive or HubSpot, it’s easy to automatically import a LinkedIn profile photo for any contact you add to your CRM via Surfe. You can find full instructions on how to activate this functionality here.

Unfortunately, if you are a Salesforce or Copper user, it’s not possible at the moment to export a profile photo from LinkedIn to your CRM, but no worries we are working on it!

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can I have more information regarding the pricing in euros? What’s included in each plan?

</QUESTION>

<ANSWER>

Hi there,

Thanks for your message,

Here's an outline of our different pricing tiers:

Surfe Essential monthly → 39 EUR / user / month

Surfe Essential yearly → 348 EUR / user / year (same as 29 EUR / month)

Surfe Pro monthly → 79 EUR / user / month

Surfe Pro yearly → 708 EUR / user / year (same as 59 EUR / month)

Regarding enrichment credits, with unlimited email validation, each user would get:

Surfe Essential monthly → 150 email & 50 mobile / user / month

Surfe Essential yearly → 1800 email & 600 mobile / user / year (front loaded)

Surfe Pro monthly → 1000 email & 100 mobile / user / month

Surfe Pro yearly → 12000 email & 1200 mobile / user / year (front loaded)

Our discounting starts at 11+ licences. So if your account has:

11+ users = 10% discount

51+ users = 15% discount

100+ users = 20% discount

150+ users = 25% discount

To learn more about our current plans, feel free to visit our website.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can I have more information regarding the pricing in US Dollars (USD) s? What’s included in each plan?

</QUESTION>

<ANSWER>

Hi there,

Thanks for your message,

Here's an outline of our different pricing tiers:

Pricing

Surfe Essential monthly → 49 USD / user / month

Surfe Essential yearly → 468 USD / user / year (same as 39 USD / month)

Surfe Pro monthly → 89 USD / user / month

Surfe Pro yearly → 948 USD / user / year (same as 69 USD / month)

Regarding enrichment credits, with unlimited email validation, each user would get:

Surfe Essential monthly → 150 email & 50 mobile / user / month

Surfe Essential yearly → 1800 email & 600 mobile / user / year (front loaded)

Surfe Pro monthly → 1000 email & 100 mobile / user / month

Surfe Pro yearly → 12000 email & 1200 mobile / user / year (front loaded)

Our discounting starts at 11+ licences. So if your account has:

11+ users = 10% discount

51+ users = 15% discount

100+ users = 20% discount

150+ users = 25% discount

To learn more about our current plans, feel free to visit our website.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

I need to export a list of leads and contacts from Sales Navigator to a CSV file. Can Surfe help me with that?

</QUESTION>

<ANSWER>

Great question! We can definitely help you export your Sales Navigator leads to a CSV file.

Here are three Easy Methods to Export Sales Navigator Lists with Surfe:

We do have this article on How to Export Sales Navigator Lists to a CSV File

Please let me know if that helps,

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Is there a way to map and transfer LinkedIn Sales Navigator Notes to our CRM?

</QUESTION>

<ANSWER>

Hi there,

At the moment, we only upload Surfe notes to CRM, not Sales Navigator Notes.

Also, if you want to submit your request, feel free to do that directly from your Surfe Dashboard-> https://account.surfe.com/features/tools-apps (you can use Suggest a tool for us to integrate with). In this way, your request will go directly to the Product Team. 🤗

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

I have tried to receive the Surfe Magic Link but it is not coming through to my email account.

</QUESTION>

<ANSWER>

Hi there,

Before we send your magic link, could you please confirm the following?

Surfe Extension – Do you have the Surfe extension installed on your Google Chrome browser? (Feel free to install Surfe directly from the Chrome Web Store if not)
Email Address – Is the email address connected to both your Surfe account and CRM account?
Typo - Can you check that there is no typo or spaces when entering the email address?
CRM Connection – Do you have a CRM connected to your Surfe account? (e.g., Pipedrive, HubSpot, Salesforce)

Important: The magic link is only for accessing the Surfe dashboard. It does not provide access to the Surfe extension and its features. The dashboard is for admin purposes, such as fields mapping, settings, and billing.

Once you've confirmed these details, we’ll be able to review this request and help you access the magic link! 🚀

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, I need to connect my Surfe Account to a different CRM than the one I’m currently using. I’m switching from HubSpot to Salesforce.

</QUESTION>

<ANSWER>

Hi there,

To ensure a smooth transition between your CRM accounts, could you please confirm the following?

Company Name
Email Address
Which CRM are you currently using?
Which CRM are you switching to?

Have all team members been added to both the current and new CRM?
Are their roles and permissions correctly set up in the new CRM?

Fields Mapping:

Have you ensured that all necessary fields from your current CRM exist and are correctly mapped in the new CRM?
Do you have any custom fields that need to be transferred?

Let us know once you’ve checked these points, and we’ll be happy to assist further! 😊🚀

Thank you,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

How long does the Surfe free trial last for?

</QUESTION>

<ANSWER>

You have 14 days for free (yes, we won’t charge you), where you can try out all of the features that Surfe has to offer on our Essential & Pro plans.

Here is what's included in the free trial:

-Unlimited Add to CRM

-Full access to Deals, Tasks & Notes

-Find email and phone numbers of 20 contacts

-Find the mobile phone numbers of 5 contacts

-Access message analytics

-Possibility to integrate sales enablement tools such as Salesloft, Lemlist, and Outreach

-Gmail and Aircall integration

-10,000 Surfe search results per day (200 pages) per user

To learn more about our current plans, feel free to visit our website. To upgrade your Surfe plan, simply head to the Surfe Dashboard.

Thank you,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Is the Free limited timing wise? Or can we keep it forever?

</QUESTION>

<ANSWER>

Hi there,

The Free plan activates once the Trial (14 days) ends and if you decide not to purchase your Surfe paid plan and is not limited in time.

You can learn more about our Free plan here.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

What kind of payment method is accepted by Surfe?

</QUESTION>

<ANSWER>

For the billing system with Surfe, we accept online payments through Visa, MasterCard, and American Express.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Are the Surfe email and mobile credits individual or for the whole company?

</QUESTION>

<ANSWER>

Hi there,

The credits are not shared in a team pool, they are individual user based.

It's also not possible to share credits between users. Once the paid licence gets assigned to a user, their credits get loaded onto their profile and stay until they're used or expire.

However, you can request to purchase additional credits for an individual from me. I can help with a quote for that.

You can also buy more credits for the whole account (not individual users) by clicking on this link

To check your current credit balance, you have two easy options:

Hover over the Surfe side panel on LinkedIn and click the profile icon.
Open the Surfe app to view your available credits.

Remember, unused credits don't roll over to the next period. They reset when your monthly bill is renewed.

Source

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

I see there is a Free Surfe plan, and I am wondering if that Free version is a trial, or if I can use Surfe indefinitely using the Free version?

</QUESTION>

<ANSWER>

The Free version of Surfe is not a trial and can be used indefinitely. It activates automatically once your 14-day trial ends if you decide not to purchase a paid plan. The Free plan is not limited in time, allowing you to continue using Surfe without any time constraints.

For more details about the Free plan, you can visit the Surfe pricing page.

In our Free plan, you can connect your favourite CRM with LinkedIn and enjoy a limited version of the Surfe Essential plan.

What will you get in your Free plan?

-Add up to 1 contact a day to your CRM

-Update additional fields directly from LinkedIn

-Full access to Deals, Tasks & Notes

-Find email and phone numbers of 20 contacts per month

-Find the mobile phone numbers of 5 contacts per month

-Gmail and Aircall integration

-100 Surfe search results per week (10 pages) per user

To learn more about our current plans, feel free to visit our website. To upgrade your Surfe plan, simply head to the Surfe Dashboard.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

I haven't really been using Surfe the past few months and just checked and saw that my last payment didn't go through. Does that mean if we update the credit card details to renew our plan, we will be charged for the unpaid past invoices that have not been paid/are open?

</QUESTION>

<ANSWER>

Hi there,

Thank you for your request!

Yes, if there are any open invoices from previous billing cycles, they will be processed once you update your credit card details and renew your plan. If you have any questions about your billing history or need assistance, feel free to let us know!

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, I created default properties in the Surfe Dashboard but it does not reflect in LinkedIn, why is that?

</QUESTION>

<ANSWER>

Hi there,

Every time you add a new Default Property to your CRM using Surfe, you can set up “default properties”, that would be saved as a “property” for that record. This way, you don’t have to input the same information over and over again.

But bear in mind that these properties are not visible on LinkedIn but within the Properties of your contact in your CRM.

You can read more about it in our default fields article.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi there, I’d like to resume my subscription that was previously cancelled, thank you.

</QUESTION>

<ANSWER>

Hi there,

You can reactivate your Surfe plan anytime by following these steps:

Open your Surfe Dashboard > Settings
Navigate to the "Danger Zone" section
Click "Undo Cancellation" to reactivate your plan

If you’re not a Surfe admin, please ask your admin to reactivate the plan for you or reach out to us directly for assistance.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

How can I create a look-a-like company list using the ICP Finder or Search feature in the Surfe App?

</QUESTION>

<ANSWER>

Hi there,

Currently, users are limited to creating lists of people. However, list creation for accounts (such as companies) will soon be available.

Learn more: What kind of lists can I create using Surfe Search?

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

When do my mobile and email credits renew?

</QUESTION>

<ANSWER>

Hi there,

Currently, credits renew every 30 days.

Starting from September 1st, 2025, your email credits will be aligned with your billing date.

This change will ensure your account’s credits are consistent with your current subscription tier.

When This Will Happen

The update will take effect from your next billing date. So if your billing renewal happens on September 15th, the change will be effective then.
Your credit renewal will now occur on the same date as your subscription billing.

Why This Is Happening

This adjustment brings all Pro plan accounts back in line with the plan’s official credit limits, ensuring fairness and consistency across all users.

You can view your billing renewal at any time from your Billing page in your Surfe Dashboard > My Plan

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hello, I have two profiles within my account, I would like to transfer my paid seat from one profile to another. How can I do that?

</QUESTION>

<ANSWER>

Hi there,

You can reassign paid plans to your team members directly from your Surfe Dashboard->Team.

Alternatively, you can allocate paid plans to team members at the time of purchase.

If you want to learn how to reassign your paid plan, click here.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hello, how do I check my invoices for the extra mobile and email credits that I’ve purchased?

</QUESTION>

<ANSWER>

Hi there,

If you ever need to Access your Extra Credits Purchases History/Invoices, you will be able to access these not in the Surfe Dashboard but in the Surfe App > top left corner of your screen > Invoice History.

You can buy more credits for the whole account (not individual users) by clicking on this link ⬅️

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

I would like to map the connected date for my contacts in the integration with my CRM. Is this possible in Surfe?

</QUESTION>

<ANSWER>

Thanks for your message.

Currently, it is not possible to sync the date or fact of a connection request into the HubSpot profiles of your contacts.

However, you can sync the 'Connection Degree Level', meaning that you can show if they're a 1st degree connection, or someone within your network but not yet connected, or someone not within your network at all:

You'd just have to make sure you've mapped this field in your properties mapping settings from your Surfe dashboard.

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, can you please remove all my data as I don’t want to receive any communications from Surfe?

</QUESTION>

<ANSWER>

Hi there,

Our Data Protection Officer at dpo@dipeeo.com is here to assist you with any legal questions, especially those related to data privacy and compliance.

If you need any support with Surfe, don’t hesitate to reach out to him directly. He’ll be happy to help!

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, how can I turn another user in the account into an admin?

</QUESTION>

<ANSWER>

Granting or Removing Admin Status in Surfe

Grant Admin Status

If you need to grant admin status to a team member, follow these simple steps:

Open your Surfe Dashboard.
Navigate to the Team section.
Find the user you want to promote and click the three dots next to their name.
Select “Make Admin”—and you're done!

Removing Admin Status

Currently, removing admin rights requires assistance from our team. If you need to revoke admin access, please contact us, and we’ll be happy to help!

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, how can I change the contact owner of a contact/lead in Surfe?

</QUESTION>

<ANSWER>

Thanks for reaching out,

The owner/lead owner/contact owner field is one of the default fields that Surfe maps from your CRM, and therefore you cannot edit the mapping of this field. However, you can edit the actual owner/value, directly from LinkedIn or within your CRM

By default, Surfe displays the owner, company/account, email, phone number, notes and tasks attributed to each of your LinkedIn contacts. You can edit the information in these fields directly from LinkedIn by clicking on them within the Surfe overlay and selecting the correct entries (e.g. transferring the prospect to one of your teammates by changing the owner).

I hope this helps!

Best,

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, how do the Surfe App searches work when doing searches for company or contact lookalikes? It says I’ve already ran out of Searches but I still have some credits left.

</QUESTION>

<ANSWER>

Search credits are different from email and mobile credits in our system. We offer two main types of credits:

Email credits: Used to find email addresses and landline/HQ phone numbers.
Mobile credits: Specifically for finding mobile phone numbers.

For search results, we have limits based on your plan:

Free Plan: 100 search results per week (10 pages) per user
Essential Plan: 1000 search results per week per user
Pro Plan: 10,000 search results per day per user

Free plan — Rolling 7-day window. Results used on a given day are added back exactly 7 days later. Refreshes daily automatically.

Essential plan — Resets weekly on the same day of the week the subscription started (e.g. subscribed on a Friday = resets every Friday). On monthly/yearly renewal, the quota immediately tops back up to 1,000 and the weekly reset day re-anchors to the new renewal day.

Pro plan & trial — Rolling 24-hour reset.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, when I import leads from LinkedIn to hubspot using Surfe, they’re automatically assigned the Lifecycle Stage “Lead.” I’d like them to be categorized as “Sales Qualified Lead” instead, so I can track them more accurately.

Is there a way to adjust this default setting?

Thanks!

</QUESTION>

<ANSWER>

Hi there,

Thanks for reaching out,

So the field you see on LinkedIn,’ Lifecycle’, is not set up from the Default Properties tab.

If you go to your contact's Huspot profile and go to all the contact properties, then you will see this field.

If you want to change the field associated with Lifecycle that appears on LinkedIn, you can do so from the drop-down list for that field in your CRM.

I hope that helps you understand.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, is there a way to do an email search and enrich only emails without using the mobile phone number credits?

</QUESTION>

<ANSWER>

If you wish to have more control over your credits and don't automatically enrich your contacts with mobile numbers when adding them to your CRM, I would suggest to switch 'Trigger mobile enrichment automatically' off, but this would be up to your admin to decide this.

To switch it off, go to your Surfe Dashboard > Settings page > Admin Settings > Switch off 'Trigger mobile enrichment automatically'

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Do I need Sales Navigator Advanced "PLUS" to be able to use Surfe and the Bulk export of contacts feature?

</QUESTION>

<ANSWER>

No, you do not need Sales Navigator Advanced Plus to use Surfe.

Surfe is designed to work seamlessly with various LinkedIn account types, including:

Free LinkedIn accounts
LinkedIn Premium
Sales Navigator Core
Sales Navigator Advanced

While Surfe integrates effectively with these LinkedIn versions, certain features may be enhanced with higher-tier LinkedIn subscriptions. For instance:

Sales Navigator Core provides advanced search filters and lead recommendations, which can improve the quality of prospects you add to your CRM via Surfe.
Sales Navigator Advanced offers additional tools like TeamLink and CRM integrations, which can further streamline your workflow when used alongside Surfe.

However, Surfe's core functionalities—such as exporting contacts to your CRM, enriching lead data, and managing prospecting workflows—are fully operational without requiring the Advanced Plus plan.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can Surfe enrichment cascade find personal email addresses as well as Professional ones?

</QUESTION>

<ANSWER>

Just to clarify:

By default, Surfe does not push personal emails into your CRM.
However, when we enrich a contact and find a personal email, we still display it on LinkedIn via Surfe.

This way, you can see all the emails we've found — even if they don't automatically sync into your CRM.

Now, in order to make sure personal emails are pushed to CRM, you will need to make sure the Setting called “What type of emails would you like Surfe to send to your CRM?” is switched to “Personal only” or “Both” (to have both the professional and personal emails pushed to the CRM).

To access this setting, please head over to your Surfe Dashboard > Settings

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, the Surfe side panel keeps disappearing from my LinkedIn. How can I troubleshoot this?

</QUESTION>

<ANSWER>

Hi there,

I'm sorry you're facing this issue.

To address the issue of Surfe disappearing from LinkedIn after restarting, try the following steps:

Reinstall the Surfe Extension: Uninstall and then reinstall the Surfe extension from the Chrome Web Store to ensure you have the latest version .
Reconnect Your Account:
• Open the Surfe side panel in your Chrome browser by clicking the Surfe icon next to the puzzle piece.
• Click the "Logout" button and then reconnect to refresh your token .
Clear Cache and Cookies: This can help resolve any lingering issues with the browser that might affect the extension's performance .
Restart your computer

These steps should help restore the Surfe functionality on LinkedIn. If the issue persists, consider checking for any updates or changes in LinkedIn's UI that might affect the extension .

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, I am not getting any search results when searching for specific locations or when I use specific filters such as Industry or HQ Location. What could be the reason and how can I improve my searches?

</QUESTION>

<ANSWER>

Just so you know, Surfe currently uses Ocean.io as one of our data sources to help identify companies and generate search results, especially when building Lookalike Audiences or conducting company-level targeting.

That said, there are some limitations to be aware of with Ocean.io's dataset that can affect how results appear in Surfe:

Limited data accuracy in niche industries
For less common sectors or newer companies, Ocean.io’s categorization can be broad or imprecise, which may affect company matching and segmentation.
Geographic variation
Data coverage is stronger in North America and Western Europe. In some regions, Ocean.io’s company database is less comprehensive.

What Surfe Does to Improve This

We combine Ocean.io with multiple enrichment sources (Apollo, Dropcontact, Hunter, etc.) to ensure accurate and actionable person-level data.

When needed, you will need to remove filters to increase your search results

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Can I enrich the country, job title, company, and name for a contact if I only have their email address?

</QUESTION>

<ANSWER>

No, currently, with the CSV upload feature, you would need to map these mandatory fields:

First Name
Last Name
Company Name/ Company domain (website)

Without doing that, the “Enrich list of contacts” button won’t be active.

What type of data will Surfe then enrich?

Verified professional email address
Mobile number
Landline (Company phone)
LinkedIn URL of a contact
Job Title
Company website

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Is it possible, on the Surfe App, to show more Search results per page instead of 10 results per page?

</QUESTION>

<ANSWER>

You can now view more than 10 results at once in the Surfe App when running a search!

Simply head to the bottom-right corner of the page and adjust the Rows/ results per page — you can now see up to 60 results per page for faster browsing.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, I’m getting the following error: “An error occurred

Cannot set 'name' and 'first_name'/'last_name' at the same time. Provide either 'name' or both 'first_name' and 'last_name'.”. How can I fix this error.

</QUESTION>

<ANSWER>

Hi, can you check in your Fields Mapping, if the ‘first name’ and/or ‘last name’ fields are mapped to any Surfe field?

The First name and Last name are automatically mapped and don't need to be mapped in the Dashboard’s Fields Mapping. So there is a conflict.

Can you please check and remove any ‘First Name’ or ‘Last Name’custom field from your Fields Mapping to remove the conflict?

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

In the Surfe LinkedIn extension, is it expected that when ‘Trigger mobile enrichment automatically’ is set to OFF (while email enrichment is ON), the system still enriches both emails and mobiles?

</QUESTION>

<ANSWER>

When you click “Enrich Contact” directly on LinkedIn, Surfe will always enrich both emails and mobile numbers, regardless of whether the Trigger automatic mobile enrichment toggle is set to ON or OFF.

The automatic enrichment settings only apply when you:

Click “Sync contact to CRM”,

In those cases, the extension will follow your preferences (emails only, or emails + mobiles).

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

Hi, we’re getting an error when connecting Surfe to Salesforce: “We can’t authorize you because of an OAuth error. For more information, contact your Salesforce administrator”, how can we solve this?

</QUESTION>

<ANSWER>

Due to recent Security changes when connecting Salesforce to apps, some end users can see the following error message in the UI if they try to access an uninstalled app: “We can’t authorize you because of an OAuth error. For more information, contact your Salesforce administrator.” and the OAUTH_APPROVAL_ERROR_GENERIC message.

From now on, you won’t be able to connect Surfe to Salesforce on your own. Your Salesforce Admin needs to take action first. The CRM Admin needs to approve which users get access to the App.

Here’s what to do:

Ask your Salesforce Admin to install Surfe for the whole company.
- Once the app is installed, you and your teammates will be able to connect Surfe without issues.
If the Admin doesn’t want to install it for everyone, they can instead give you a special permission called “Approve Uninstalled Connected Apps.”
- This option is usually only for specific cases.

Suggestion: Clearing your cache and cookies will also help authenticating once these steps are completed.

After your Admin completes one of these steps, you’ll be able to log into Surfe and connect it to Salesforce as usual.

You can also find more information about this error in this Salesforce article

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How many free credits are given to customers when they invite other Team members? How do we get the free credits?

</QUESTION>

<ANSWER>

• Surfe users get 10 free credits for inviting a person that already exists in their CRM (by using the same email domain). This only works 1 time, so re-inviting an already invited user won't result in 10 credit gift)

◦ BUT sending an invitation to an email that does not correspond to a user in the same CRM Workspace will result in the invitation being sent, but won't result in the 10 credits gift (eg. Google Sheets users won’t get free credits as they’re not CRM users).

• User gets 25 credits after they send an invitation via the extension for the first time

CRM users can invite them from the Side panel or the Dashboard and will get 10 credits

Or they can start the Onboarding checklist and get 25 credits via the extension

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

If a user wants to focus on leads not yet in their CRM, is there a filter for that in the Surfe App?

</QUESTION>

<ANSWER>

To focus on leads not yet in their CRM, the user should go to their individual list in the Surfe App and apply the “Is in CRM = false” filter in the list view.

This will instantly surface only new prospects who haven’t been synced to the CRM yet, allowing the user to prioritize outreach, enrichment, or CRM creation without wasting time on existing records.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How would a user quickly identify contacts missing LinkedIn URLs in their list in the Surfe App?

</QUESTION>

<ANSWER>

A user can quickly identify contacts missing LinkedIn URLs by applying the “LinkedIn URL = does not exist” filter in an individual List in the Surfe App.

This immediately shows which contacts lack a LinkedIn URL, making it easy to decide whether to search for the profile, enrich the contact, or deprioritize them for LinkedIn-based outreach.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How can a user combine filters (mobile, email, LinkedIn, CRM status) to create a high-priority outreach list in the Surfe App?

</QUESTION>

<ANSWER>

To create a high-priority outreach list, the user should go to their individual list in the Surfe App and can combine the filters as follows:

Mobile = exists
Email = exists
LinkedIn URL = exists
Is in CRM = false

This combination surfaces contacts who are fully reachable across channels, have a LinkedIn profile for context, and are not yet in the CRM — making them ideal candidates for immediate, multi-channel outreach.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How would a user segment a large list to separate fully enriched contacts from incomplete ones in a Surfe App list?

</QUESTION>

<ANSWER>

To create a segment list, the user should go to their individual list in the Surfe App.

A user can then segment a large list by creating two filtered views:

Fully enriched contacts:
Apply Mobile = exists, Email = exists, and LinkedIn URL = exists.
Incomplete contacts:
Apply one or more filters set to doesn’t exist (e.g. Email = doesn’t exist or Mobile = doesn’t exist).

This allows users to clearly separate ready-to-contact profiles from those that still need enrichment or cleanup.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

Can I see how many credits my teammates are using, or can I only view my own credits?

</QUESTION>

<ANSWER>

No, you cannot see the credits of other users on your team.
You can only see your own credits, either in the side panel while using Surfe or directly in the Surfe app.

Checking your remaining credits is quick and easy, anytime, anywhere on LinkedIn. Just hover over the Surfe side panel, click on the profile icon, and you'll see your available credits at a glance.

If you ever want to check how many credits you have left on the Surfe App, just hop over to the Surfe App and see the balance at the top right hand corner of the page. It’s all right there for you to see!

This ensures that credit usage is individual and private for each user.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

I exported a list from the Surfe App as a CSV. When I open it in Excel, the mobile numbers look incorrect or badly formatted.
Is this a Surfe issue? Why does this happen and how can I fix it?

</QUESTION>

<ANSWER>

This isn’t a Surfe issue. It’s related to how Excel Desktop handles CSV files.

Excel automatically interprets phone numbers as numeric values, whereas they should be treated as text. This can change the formatting (for example removing the + sign or altering the number).

To fix this in Excel:

Select the phone number column
Change the cell format to “Text”
Re-import or re-paste the values if needed

Google Sheets doesn’t apply the same numeric formatting rules, which is why the data appears correct there.

In short, the data exported by Surfe is correct, the difference comes from Excel’s formatting behavior.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How many contacts can you select when running a Search in the Surfe App?

</QUESTION>

<ANSWER>

Select up to 2,000 contacts at once and quickly jump to the next unselected prospect to keep your workflow moving smoothly.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

Can I filter my contacts to only show those missing an email or LinkedIn URL? Or those who already have one?

</QUESTION>

<ANSWER>

You can now filter contacts by whether key fields exist or are missing—Email, Mobile, LinkedIn URL, and CRM ID.

This lets you quickly isolate sync-ready contacts, prevent CRM errors, and save time on manual checks. Keep your lists clean and your workflows efficient with just a few clicks!

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How should I use Power Mode’s one-prospect-at-a-time flow to stay in the zone and efficiently sync leads to CRM or sequences?

</QUESTION>

<ANSWER>

Enter a focused, card-based lead flow that feeds one high-quality prospect at a time. Stay in the “flow state” longer, quickly review and act on leads, sync to CRM or add to sequences with a single click, and eliminate distractions from tabs or searches. Perfect for SDRs and AEs who want to maximize outreach efficiency and reduce prospecting fatigue.

Focused one-prospect-at-a-time view
Highlights key info (company, role, ICP fit)
Actions: skip, add to CRM, move on

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

If a contact isn’t in my CRM, how do I add that contact or company directly from the new side panel into my CRM?

</QUESTION>

<ANSWER>

The side panel shows key information about your contacts and companies instantly.

First Step: Head over to your Side Panel

Just open your Surfe Side panel!

Step Two: Sync Contact to CRM

Open the contact in the Surfe side panel
If the contact is not in your CRM, click Sync as Contact
You will be given the option to either Sync as Contact or Sync as Lead

4. Once the Contact or Lead is successfully added to your CRM - we will show it instantly on the Side Panel profile

Make sure a contact exists in your CRM before enrichment, so any updates are saved properly.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

What indicator shows me that a contact or company is already in my CRM when using the new side panel?

</QUESTION>

<ANSWER>

Once the Contact or Lead is successfully added to your CRM - we will show it instantly on the Side Panel profile

Make sure a contact exists in your CRM before enrichment, so any updates are saved properly.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How can I filter my Surfe search to show only contacts or companies within specific ZIP/postal codes for a hyper-local outreach campaign?

</QUESTION>

<ANSWER>

New in Surfe: Hyper‑Local Prospecting & ZIP Code Searches

Surfe just rolled out a powerful update focused on hyper‑local prospecting, making it easier to target leads based on geographic criteria like ZIP/postal codes.

This update expands Surfe’s standard search capabilities by letting you:

Filter people and companies by ZIP/postal code
Build more targeted lists based on geography
Combine location filters with existing search criteria to hone in on the most relevant prospects

Overall, it gives you finer control over your prospect lists and helps you focus your outreach in specific areas rather than broad regions — a great tool for localized sales or market segmentation efforts.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

I don’t see message sync in the new side panel. How can I sync my messages?

</QUESTION>

<ANSWER>

Message sync is not available in the new side panel.

This new side panel (rolled out from March 16, 2026) comes with an updated architecture. While some legacy features like message sync aren’t included in this version, it allows us to provide:

A more stable experience (less impacted by LinkedIn changes)
Better performance and speed
A more compliant setup, reducing risks to your LinkedIn account

If you still need to keep track of conversations, the best option for now is to manually log key info into your CRM. We’re also working on improvements in this area.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

I can’t export my list from the new side panel. Is this still possible?

</QUESTION>

<ANSWER>

List Export is no longer available in the new side panel due to compliance reasons.

This new side panel (rolled out from March 16, 2026) comes with an updated architecture. While some legacy features like List export aren’t included in this version, it allows us to provide:

A more stable experience (less impacted by LinkedIn changes)
Better performance and speed
A more compliant setup, reducing risks to your LinkedIn account

If you still need to keep track of conversations, the best option for now is to manually log key info into your CRM. We’re also working on improvements in this area.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

Why is my LinkedIn contact not showing up in Surfe?I don’t see any data in the side panel, is something wrong?

</QUESTION>

<ANSWER>

If you’re seeing no data in the side panel, it means the profile isn’t currently available in our database.

Good news — you can still manually add this contact or company to your CRM directly from the side panel:

Fill in the available details in the form
Click to push the record to your CRM

This lets you keep prospecting without leaving LinkedIn.

This setup is also fully compliant with LinkedIn’s policies, which is why we rely on our own database instead of scraping profiles.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How does the Location filter work in the Surfe App/Surfe Search feature?

</QUESTION>

<ANSWER>

The Location filter allows you to perform different searches. If you’re interested in targeting only the Head Quarters, you can toggle the HQ option. If you’re interested in identifying all companies that operate on a specific region (country, city), leave that option off, to get a full list of results. For very specific locations, you can use the ZIP code filter, which will help you identify companies present in that area. When both filters are used Country, region or area and Zip code, they operate with an or logic.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

Do other customers benefit from records added to the empty state or the form you fill in when no data is found in the new side panel?

</QUESTION>

<ANSWER>

No. The record added to the empty state will be exclusive to that CRM. Meaning that other users from the same company will see the CRM info, but users from other companies will not. We’re doing this to prevent polluting our Database, as we can’t control the inputs users add to the empty state.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

Do CRM records added through the form when no data is found on the new side panel respect the CRM rules?

</QUESTION>

<ANSWER>

CRM only allow for records to be created if they follow their specific rules. So in that sense, this hasn’t change. However, there is a limitation to the current implementation, where if the CRM requires other fields beyond the ones that exist on the Empty State, customers won’t be able to complete the CRM sync. This will be addressed in the future.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

Why are customers seeing so many empty state records? Why do a lot of contacts do not have any data available in the new side panel?

</QUESTION>

<ANSWER>

Our database is currently able to find around ~63% of the records. In some locations / industries, this percentage is higher, in others it is lower. So it also depends on what type of leads the customer is researching.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

If I signed up to Surfe App which plan I’ll be on?

</QUESTION>

<ANSWER>

Once users sign up to the Surfe App they will be • free to use ICP up to 2k daily searches • will get 20 email and 5 mobile free credits • can buy credit packs whenever they want • on the side of extension (inside CS, regardless if they download the extension or not) they will be seen as "trial" plan users. Then get moved to the Free plan after 14 days if they didn't buy a plan

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How does the keywords filter work when I’m running a Search in the Surfe App?

</QUESTION>

<ANSWER>

The keywords that are taken into consideration are up to 3 words long, taken from different sources where the company describes what they do. We store up to 100 keywords per company. Examples of sources are a company's website, LinkedIn description, and LinkedIn specialties.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How does the technology filter work when I’m running a Search in the Surfe App??

</QUESTION>

<ANSWER>

Note that only web technologies are detectable, as oceanio pulls the scripts directly from company websites. For that reason, technologies that can't be detected through the website such as CRM and POS systems are not in our system.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How does the Job Title expansion work in the Surfe App when running a Search and filtering on a Job Title?

</QUESTION>

<ANSWER>

When a user inputs one, or multiple, titles, provided the exact match option is not toggled, we will use an AI algorithm to find 10 similar job titles.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

What is the “Limit results per company” filter when running a Search in the Surfe App?

</QUESTION>

<ANSWER>

This filter allows you to limit a number of people per company when you are doing a People Search. This is particularly valuable if you want to get a high variety of results in terms of companies, and if you’re looking into large enterprises with a large amount of employees.

At the moment, all plans have access to this filter.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How do you choose the results when the “Limit results per company” filter is active?

</QUESTION>

<ANSWER>

The results are picked based on our people sorting logic, which is based on Seniority. If you choose to see only 1 result per company, without any further filtering, most likely you will see CEOs and Founders. Ultimately, it depends on your filter combinations, but we prioritise the most senior ones.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

What is the Recommendation System in the Surfe App?

</QUESTION>

<ANSWER>

The recommendation system shows users a daily set of eight recommended companies based on their ICP profile (ICP that was defined by the user). It finds companies that match those parameters and searches for people in those companies that match the target persona. Key people that have recently changed jobs are highlighted, as job changes typically signal a higher likelihood of implementing change.

Recommendations appear in the home page or search section of Surfe. In Search, users can temporarily hide them by running a search, but the diamond icon allows re-access at any time.

1. User sets up their ICP - user defines their ICP criteria and target persona. This is done from the Surfe App home page.

2. Company matching - based on the ICP filters, we generate a list of companies that would be the customer TAM (total addressable market).

3. People search - Once the companies are identified, we search for people that match the target persona.

4. Signal collection - we collect signals on the companies and people identified: at the moment this is limited to job changes.

5. Companies are sorted - companies are prioritised based on the Job Changes identified, and if there aren’t any, based on whether we found Key People for a given company.

6. Display - up to 4 recommendations on the Home page, and the full list is visible on the Search

A feedback mechanism will allow users to hide or exclude companies they don’t want recommended again, as well as emphasising which recommendations were good. This helps refine the Recommender System, and improve the quality of recommendations.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

How often are new recommendations in the Surfe App generated?

</QUESTION>

<ANSWER>

New recommendations are refreshed daily, with a queue of companies prepared to ensure users always see new suggestions when they log in. Recommendations are only displayed when a user logs-in. Meaning that if a user doesn’t come on a particular day, or is on holidays, they will not miss recommendations.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

Are recommendations the same for all users of the same company?

</QUESTION>

<ANSWER>

No. They are personalized per user, based on their ICP filters.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

What is the Phone provider field in the Fields Mapping section in the Surfe Dashboard?

</QUESTION>

<ANSWER>

The phone provider field corresponds to the landline number’s provider, not the mobile one. At the moment there are no plans to add a mobile provider field.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

Can I search by email for details?

</QUESTION>

<ANSWER>

Yes! You can search for professional details using an email address through our API.

We offer the Enrich by Email (Start) endpoint, which lets you perform a reverse lookup based on an email. When you submit a request, the endpoint returns an enrichment ID that you can use to retrieve the results.

To access the completed data, you have two options:

Polling: Use the ID with the corresponding GET endpoint to check when the enrichment is ready.
Webhooks (recommended): Set up a webhook to automatically receive the data as soon as the enrichment process is complete.

Once finished, the response may include (when available):

First name
Last name
Company
Job title
Country
LinkedIn profile URL

This allows you to efficiently enrich email data with professional profile information.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

With the new Side panel, can I add multiple leads to my CRM from Sales Navigator and see who’s already in my CRM to avoid syncing already existing contacts?

</QUESTION>

<ANSWER>

Hi there,

This new side panel (rolled out from March 16, 2026) comes with an updated architecture.

A more stable experience (less impacted by LinkedIn changes)
Better performance and speed
A more compliant setup, reducing risks to your LinkedIn account

If you’re using Surfe since that date here are the steps to sync your contacts from Sales navigator to your CRM.

You can quickly sync LinkedIn contacts to your CRM and check who’s already in your system using the Surfe side panel:

Open a list of leads in Sales Navigator
Launch the Surfe side panel
View the contacts from that list
Select the contacts you want to add to your CRM
Instantly see who is already in your CRM — names already in your system are clearly indicated

Tip: If you see the CRM logo next to a contact, they’re already in your CRM. Click the logo to jump directly to their CRM profile.

This helps you avoid duplicates, focus on new leads, and streamline your outreach, all without leaving Sales Navigator.

</ANSWER>

</SCENARIO>

<SCENARIO>

<QUESTION>

When I try to install Surfe with Pipedrive, I can’t click allow and install.

</QUESTION>

<ANSWER>

At the moment, Surfe is available only for users with a paid Pipedrive account. This is a limitation on Pipedrive’s side, and unfortunately it’s not something we can control.

If you do have a paid Pipedrive plan and are still unable to access Surfe, we recommend reaching out directly to Pipedrive Support, who will be best placed to help you resolve this.

Let us know if there’s anything else we can help with.

</ANSWER>
</SCENARIO>

<SCENARIO>

<QUESTION>

I’ve connected to Surfe but showing as guest in the team view?

</QUESTION>
<ANSWER>

When connecting an account the status will switch to Active once the user has connected via the Surfe side panel to the account for the first time. Ensure you’ve installed the Surfe exnteion. Once enabled please login via the side panel with the correct CRM login method, once connected you’ll be switched to active status!

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

How can I connect Surfe to Monday.com? I don’t see the option to login with this CRM.

</QUESTION>
<ANSWER>

Surfe does not have a direct Integration with Surfe through the platform. However we do have an integration via our API. You can read more on this integration and the steps to connect here.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Which credits are used in the API?

</QUESTION>
<ANSWER>

The API uses the same credits used on the Surfe extension/App. The user who generated the API key is where the credits will be consumed.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

We have some Salesforce users who have been blocked because they are using a VPN that appears to be from Surfe.

After investigating, we found that the common factor across all affected users is the Surfe app connected to our Salesforce. Salesforce detected OAuth token reuse coming from anonymizing proxies (such as TOR or Mullvad VPN), which led them to automatically freeze the impacted accounts and revoke all access tokens.

</QUESTION>
<ANSWER>

Hi,

We received an update on a Salesforce-CRM disruption, and we´re sorry for any impact this has had on your team.

We've identified the cause: Salesforce recently made an update on one of their internal security systems, This article from SF explains their change in details. The update incorrectly flagged ranged of IP addresses, including ours. Surfe servers as well as your data are completely safe, and this is something Salesforce is responsible for resolving on their end.

The most effective thing you can do in the immediate is to get in touch with your Salesforce account manager and flag that your account has been affected. They'll be best placed to get things moving on their side.

From our end, we´re reaching out to Salesforce to try and solve this.

Please don't hesitate to reach out if there's anything I can help with in the meantime.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Do other customers benefit from records added to the empty state when no record is found in the Side Panel?

</QUESTION>
<ANSWER>

No. The record added to the empty state will be exclusive to that CRM. Meaning that other users from the same company will see the CRM info, but users from other companies will not. We’re doing this to prevent polluting our Database, as we can’t control the inputs users add to the empty state.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

When no record is found for a contact in the Side Panel, do CRM records added through empty states respect the CRM rules?

</QUESTION>
<ANSWER>

The CRM only allows for records to be created if they follow their specific rules. So in that sense, this hasn’t changed. However, there is a limitation to the current implementation, where if the CRM requires other fields beyond the ones that exist on the Empty State, customers won’t be able to complete the CRM sync. This will be addressed in the future.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Why are customers seeing so many empty state records, why are there no records found for m many contacts in the Side Panel?

</QUESTION>
<ANSWER>

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

How is a recommendation generated from scratch?

</QUESTION>
<ANSWER>

The process follows these steps:

1. User sets up their ICP - user defines their ICP criteria and target persona. This is done from the Surfe App home page.

2. Company matching - based on the ICP filters, we generate a list of companies that would be the customer TAM (total addressable market).

3. People search - Once the companies are identified, we search for people that match the target persona.

4. Signal collection - we collect signals on the companies and people identified: at the moment this is limited to job changes.

5. Companies are sorted - companies are prioritised based on the Job Changes identified, and if there aren’t any, based on whether we found Key People for a given company.

6. Display - up to 4 recommendations on the Home page, and the full list is visible on the Search

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

What is the Recommendation System in the Surfe App?

</QUESTION>
<ANSWER>

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

In the Power Mode feature in the Surfe App, are the leads displayed only on net new CRM contacts?

</QUESTION>
<ANSWER>

No, contacts displayed can include people that already exist in your CRM. They may become relevant again if they correspond to a job change (either new hire or promotion) making them relevant for outreach.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

In the Power Mode feature in the Surfe App, all my contacts are irrelevant. How can I improve this?

</QUESTION>
<ANSWER>

If none of the contacts displayed are relevant to you, there may be two causes: either the roles we are suggesting are wrong, or the companies are not a match to your target customers. You can address both cases by editing the ICP (screenshot attached). In the ICP builder, you can better define the job titles that match your target persona, as well as the characteristics that define your target customers.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

I’m getting an error when adding to Sequence when using the Power Mode feature in the Surfe App. What may be?

</QUESTION>
<ANSWER>

A person may not be added to a sequence, due to several reasons: email not found (then Surfe is not able to push to the sequence tool), error when syncing to the CRM, or error with the sequence tool (for example, the person was already enrolled in the sequence). To learn more about the error details, go to Lists > People > Added from ICP Finder > and search for the person. You should see an error icon next to their name, with more details about the error.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

I’m getting an error when syncing to my CRM when using the Power Mode feature in the Surfe App. What may it be?

</QUESTION>
<ANSWER>

Several issues can cause Surfe to not be able to push contacts into the CRM. * CRM permissions * CRM validations To learn more about the error details, go to Lists > People > Added from ICP Finder > and search for the person. You should see an error icon next to their name, with more details about the error.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Do you have a Product Releases page with upcoming and last product releases?

</QUESTION>
<ANSWER>

Hi,

Yes, the Surfe release notes page is where we share all product updates, improvements, and upcoming features.

It helps you:

stay informed about new features
track improvements and fixes
see what is coming next (“Coming soon” section)

https://releases.surfe.com/release-notes

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

In the Surfe App Recommendations, what is taken into account and how long does it take to reflect when we click thumbs up and thumbs down on the Recommendations?

For example how do we know if it was a bad recommendation because of the person, industry, vibes etc. And how quickly and drastically are these changes reflected in the Surfe App?

</QUESTION>
<ANSWER>

We need a considerable amount of feedback to update the ICP, exactly because we need to try to infer what's wrong with the results presented (person, subindustry, size etc...) and because the feedback is quite broad (up/down) we need to collect multiple data points for it to affect the recommendations. However this is something we are working on improving (shorter feedback loops). They can always click on the pencil icon next to Enter Focus Mode to edit their ICP criteria, if they feel there are too many misses.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Can I search for a specific person by name in Surfe?

</QUESTION>
<ANSWER>

Yesn in the Surfe App, in the People search section, there is a Name filter input. Type any part of a person's name and Surfe returns matching results ranked by relevance - exact matches appear first, followed by partial and fuzzy matches.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

When I search for a specific person by their name in Surfe Search, what happens if multiple people share the same name?

</QUESTION>
<ANSWER>

Results are ranked by relevance, with exact matches at the top. You can scroll through the full list in the dropdown and select the right person.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

When I search for a specific person by their name in Surfe Search, why is the input labeled 'Public profile URL' instead of 'LinkedIn URL'?

</QUESTION>
<ANSWER>

LinkedIn compliance requirements prevent third-party products from using LinkedIn's name or branding directly in their UI. The field is intentionally labeled 'Public profile URL' to stay compliant.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

What happened to the "One Company" filter?

</QUESTION>
<ANSWER>

The One Company filter was deprecated on May 4th, 2026 from both the POST /v2/people/search and POST /v2/companies/search endpoints. If you were using this filter, you'll need to update your integration to use alternative filtering options.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

I was using the countries filter in my search, why isn't it working anymore?

</QUESTION>
<ANSWER>

The countries filter has been deprecated and replaced by the new localities filter. The localities filter is more powerful — it lets you search by countries, world regions, specific regions within a country, zip codes, or free text within a company's full address. It also supports targeting HQ-only locations or any location.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

How can I search for companies by the technologies they use?

</QUESTION>
<ANSWER>

You can use the technologies and technologyCategories filters to search for companies using specific tools or tech categories. If you want to exclude certain technologies, use technologiesExcluded and technologyCategoriesExcluded. These are available on both POST /v2/people/search and POST /v2/companies/search.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Can I search for companies based on their industry using NAICS codes?

</QUESTION>
<ANSWER>

Yes! The naicsCodes filter lets you search by specific NAICS industry codes, and naicsCodesExcluded lets you exclude industries you don't want. Both are available on the people and companies search endpoints.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

How do I find people who have recently changed jobs?

</QUESTION>
<ANSWER>

Use the jobChangePeriodInDays filter on POST /v2/people/search. It lets you search for people who have changed jobs within a specified number of days — great for timely outreach to people in new roles.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Can I search by a person's previous employer?

</QUESTION>
<ANSWER>

Yes — the previousCompanyDomains filter (added April 29th) lets you search for people based on the domains of their previous companies. This is useful for targeting people with experience at specific organisations.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

What is the ICP recommendations feature and how does it work?

</QUESTION>
<ANSWER>

The ICP (Ideal Customer Profile) recommendations feature, launched April 7th, lets you define your target audience and receive daily-refreshed company and people suggestions that match. You use POST /v2/recommendations/icp to create or update your ICP filters, GET /v2/recommendations/icp to retrieve your saved filters, and POST /v2/recommendations/fetch to pull the actual recommendations.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

How do I get notified when a batch enrichment job is complete?

</QUESTION>
<ANSWER>

A new webhook event — batch.enrichment.completed — fires when all enrichments in a batch have finished (added April 21st). The payload includes the batchID, eventType, and a data object containing the enrichmentID, enrichmentCallbackURL, and a message, so you can handle completions programmatically.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Can I search for companies by the size of a specific department, not just total headcount?

</QUESTION>
<ANSWER>

Yes — the departmentSizes filter lets you search for companies based on employee count within a specific department, rather than the company as a whole. This is available on both the search and ICP recommendations endpoints.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

How do I find companies founded within a specific time period?

</QUESTION>
<ANSWER>

Use the yearFounded filter on POST /v2/people/search, POST /v2/companies/search, or the ICP recommendations endpoints. It accepts a time range, so you can target newer startups or more established companies depending on your use case.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

How can I change the field "name"? In our CRM it's different?

</QUESTION>
<ANSWER>

You can’t change the “Name” field mapping in Surfe. The name mapping is fixed, so Surfe will always write the person’s name into your CRM’s Name field and you can’t map it to a different field (even if your CRM uses a different field for “name”).

What you can do is map other fields (like job title, phone, etc.) in our Dashboard under Fields Mapping.

If your CRM name is different, the workaround is to rename it manually in your CRM after Surfe creates the record (or use a CRM workflow/automation to do it).

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Why am I getting the error “Contact has unsubscribed from emails, could not be added to Hubspot sequence” when trying to add someone to a HubSpot sequence with Surfe?

</QUESTION>
<ANSWER>

That error means HubSpot is blocking the contact from being added to the sequence because of their email subscription or privacy settings in HubSpot.

In many cases, this is related to HubSpot’s GDPR/privacy configuration, specifically the setting based on the contact’s consent and lawful basis for communication.

You can check this in HubSpot under:

Privacy settings
Contact subscription status
GDPR consent/lawful basis fields

If the contact is unsubscribed or missing the required consent settings, HubSpot will prevent enrollment into sequences to remain compliant with email regulations.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Surfe no longer synchronizes pictures and contact's summary with our CRM. What could cause this issue?

</QUESTION>
<ANSWER>

This feature depends heavily on external factors such as LinkedIn and CRM privacy settings, which are outside of Surfe’s control and can impact reliability.

Additionally, the new side panel now relies on Surfe’s own database infrastructure rather than direct LinkedIn scraping for compliance and long-term stability reasons, which means some LinkedIn-native elements like profile photos may no longer always be available.

With the new architecture, profile photos now depend on what’s available in our own database infrastructure rather than directly from LinkedIn, which is why availability can vary more than before.
The team is definitely aware of the importance of this workflow and continuously evaluating improvements as the new side panel evolves.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

How do I share my credits with my team? Can you share credits from your paid seats with other team members?

</QUESTION>
<ANSWER>

You can’t share or transfer your own credits to another teammate right now. Credits are individual per user, and once a paid license is assigned to someone, their credits stay on their profile until they’re used or expire.

What you can do is buy extra credits for the whole workspace, and those extra credits are shared across your team (they’re pooled). Extra credits expire 3 months after purchase.

So the practical way to “share” is: purchase extra credits for the account, and then everyone on the team can use them when needed.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

What is the difference between Surfe, Apollo and ZoomInfo?

</QUESTION>
<ANSWER>

Hi,

Thanks for reaching out!

The right tool really depends on your team's workflow and priorities. Here's a high-level comparison:

Surfe is built for sales teams prospecting on LinkedIn. It lets you capture, enrich, and sync contacts directly to your CRM without leaving LinkedIn, with real-time CRM updates and global data coverage.
Apollo combines a large contact database with sales engagement features like sequencing and outreach. It's a good all-in-one option for prospecting and outbound campaigns, although many teams use additional verification tools to improve data quality.
ZoomInfo is an enterprise sales intelligence platform with a large proprietary database, intent data, and advanced account intelligence. It's particularly strong for large organizations with US-focused go-to-market teams, but typically comes at a higher price point.

For a more detailed comparison, we've put together the following resources:

Surfe vs Apollo (and other alternatives): Surfe vs Apollo, LeadIQ & LinkedHelper comparison
Surfe vs ZoomInfo: Surfe vs ZoomInfo: Pricing, Features & Accuracy Compared

These articles compare the platforms across data quality, integrations, pricing, workflows, and the types of teams each solution is best suited for.

If you can tell us a bit more about your CRM, team size, and prospecting workflow, we'd be happy to help you determine which solution is the best fit.

Kind regards,

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

And between Surfe and FullEnrich? what is the difference?

</QUESTION>
<ANSWER>

Surfe and FullEnrich both offer high-quality contact enrichment, but they're designed for different use cases.

Surfe is best if you want an end-to-end prospecting workflow. In addition to verified email and phone enrichment, it offers:

Native LinkedIn integration
Real-time CRM sync (Salesforce, HubSpot, Pipedrive, etc.)
CSV and API enrichment
Job change alerts and buying signals
LinkedIn message sync and sales workflow automation

FullEnrich, on the other hand, is primarily focused on bulk contact enrichment. It's a great option if your main goal is enriching existing lists with verified emails and phone numbers, but it doesn't provide the same LinkedIn-native workflows, CRM automation, or prospecting features as Surfe.

For a more detailed comparison, we've put together a dedicated article:

Surfe vs FullEnrich: https://www.surfe.com/blog/surfe-fullenrich/

We also recently published an updated comparison covering pricing, features, workflows, and enrichment accuracy:

Surfe vs FullEnrich: Pricing, Features & Accuracy Compared: https://www.surfe.com/blog/surfe-vs-fullenrich/

If you let us know a bit more about your workflow (bulk enrichment, LinkedIn prospecting, CRM automation, etc.), we'd be happy to recommend which solution would be the best fit.

Kind regards,

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Can I have Surfe pricing in details in USD?

</QUESTION>
<ANSWER>

Pricing

Surfe Essential monthly → 49 USD / user / month

Surfe Essential yearly → 468 USD / user / year (same as 39 USD / month)

Surfe Pro monthly → 89 USD / user / month

Surfe Pro yearly → 948 USD / user / year (same as 69 USD / month)

To learn more about our current plans, feel free to visit our website. To upgrade your Surfe plan, simply head to the Surfe Dashboard.

</ANSWER>
</SCENARIO>

<SCENARIO>
<QUESTION>

Can I have Surfe pricing in details in EUR ?

</QUESTION>
<ANSWER>

Pricing

Surfe Essential monthly → 39 EUR / user / month

Surfe Essential yearly → 348 EUR / user / year (same as 29 EUR / month)

Surfe Pro monthly → 79 EUR / user / month

Surfe Pro yearly → 708 EUR / user / year (same as 59 EUR / month)

To learn more about our current plans, feel free to visit our website. To upgrade your Surfe plan, simply head to the Surfe Dashboard.

</ANSWER>
</SCENARIO>

Related to

Nuances:

When This Will Happen

Why This Is Happening

Step Two: Sync Contact to CRM

New in Surfe: Hyper‑Local Prospecting & ZIP Code Searches

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