Unable to locate records in Playbooks - Error: This person was never added to Playbooks or their record has been removed.

Overview

You added a record (for example, a lead) from Salesforce and you are unable to locate it in Playbooks. Every time you load a record in Playbooks, you receive a message: This person was never added to Playbooks or their record has been removed is displayed.

The same message is displayed when you load your tasks by clicking the Start Today Tasks option, loading a specific task from the Task View, or removing a contact from a Play.

Information

This behavior is experienced when the record you are interacting with, in the Playbooks app was previously enrolled but has already been removed from your CRM, and the record/task became stuck. Because of this, the record will continue to appear in your Tasks list. 

To fix this, the task will need to be deleted by the Playbooks development team on the back-end. Contact Playbooks Support to request this, making sure to include specific details about the record/task that needs to be deleted.

Note: If this error happens for all tasks or records irrespective of whether the contact record was deleted or not, this indicates there could be an outage in the Playbooks environment. check the Playbooks Status page to see if there is an ongoing incident or maintenance for your region affecting the connection to CRM. 

<supportagent>All tasks for users may show this error due to an outage (e.g. INSIDESALES-1876). Please check for any ongoing outages, and see if this issue affects multiple users. Open a SaaS Jira if required.</supportagent>