--- title: How to Manage Lead Lost Reasons and Mark a Lead as Lost description: Set up the reasons your team picks when a lead doesn’t convert, mark a lead as lost with a reason and comments, and reopen it later. --- [Skip to content](https://support.pabau.com/en/pabau2/how-to-manage-lead-lost-reasons-and-mark-a-lead-as-lost#main-content) [![pabau logo white](https://support.pabau.com/hubfs/pabau%20logo%20white.svg)](https://support.pabau.com/en/pabau2?hsLang=en) Open main navigation Close main navigation - [Get Support](https://pabau.com/support-center/) [Get Support](https://pabau.com/support-center/) Pabau Knowledge Base - There are no suggestions because the search field is empty. 1. [Pabau Knowledge Base](https://support.pabau.com/en/pabau2?hsLang=en) 2. [Leads](https://support.pabau.com/en/pabau2/leads?hsLang=en) 3. [Leads](https://support.pabau.com/en/pabau2/leads?hsLang=en#leads) # How to Manage Lead Lost Reasons and Mark a Lead as Lost When a lead doesn’t convert, mark it as lost and record why. Your team picks the reason from a list you control in Setup, so the reasons stay consistent and you can see the patterns later in the [Lost Leads by Reason report](https://support.pabau.com/en/pabau2/how-to-generate-the-lost-leads-by-reason-report?hsLang=en). **NOTE:** Managing the reasons needs the **Can access the Setup page** permission. Marking a lead as lost needs **Can mark leads as lost**. **Step 1: Open Lead Lost Reasons** 1. Go to **Setup**. 2. Under **Other**, click **Lead Lost Reasons**. You can also type “lost reasons” in the Setup search. ![The Other section of Setup with the Lead Lost Reasons card marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490355150050-01-setup.png) *Setup › Other › Lead Lost Reasons* The page has two lists: - **Your reasons** are your clinic’s own reasons. You can add, rename, reorder and delete them. - **Pabau defaults** are standard reasons available to every clinic: **Chose a competitor**, **Incorrect contact details**, **Lack of budget**, **Not interested in the offer** and **Not responsive**. They are locked and tagged **Default**, and they always appear after your own reasons. **TIP:** Defaults can't be renamed or removed. If your team prefers other wording, add your own reason in that wording. Your reasons are always listed above the defaults. **Step 2: Add a Reason** 1. Click **Add reason**. 2. Type the reason in **Reason**, for example **Booked with another clinic**. 3. Click **Add reason**. A **Reason added** message appears and the reason is added to the end of **Your reasons**. ![The Lead Lost Reasons page with Your reasons, Pabau defaults and the Add reason button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490355150050-02-page.png) *Your reasons sit above the locked Pabau defaults* ![The Add reason window with the Reason field and the Add reason button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490355150050-03-add.png) *Add your own reasons* Each reason can only be on the list once. If it is already there, you will see **That reason is already on the list.** **Step 3: Edit, Reorder or Delete Your Reasons** 1. Click **Edit** next to a reason, change it in the **Edit reason** window and click **Save**. A **Reason updated** message appears. 2. Drag a reason by its handle to change the order. Your reasons appear in this order when someone marks a lead as lost. 3. Click **Delete**, then **Delete** again in the **Delete reason?** window. The reason is no longer offered, but leads already marked lost with it keep it. ![A reason in Your reasons with Edit, the drag handle and Delete marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490355150050-04-row.png) *Edit, reorder or delete a reason* **Step 4: Mark a Lead as Lost** 1. Open the lead card and click **Mark As Lost** at the top right. 2. In the **Mark as lost** window, open **Select a reason** and choose one. Your own reasons are listed first, followed by the Pabau defaults. To use a reason that isn’t on the list, type it and choose it with **(New reason)** after it: it is added to your reasons at the same time. 3. Add any **Comments (optional)**. 4. Click **Mark as lost**. ![The top of a lead card with the Mark As Lost button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490355150050-05-button.png) *Mark As Lost is at the top right of the lead card* ![The Mark as lost window with the reason, comments and Mark as lost button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490355150050-06-modal.png) *Choose why the lead didn’t convert* The lead card now shows a **Lost** tag. The lead stays in its stage on the pipeline board with a **Lost leads** tag. To hide lost leads from the board, set **Lead status** to **Open leads**. **NOTE:** Admins also see a bin next to your clinic’s own reasons in the **Select a reason** list, to remove a reason without going to Setup. **Step 5: Reopen a Lost Lead** 1. If the lead gets back in touch, open the lead card and click **Reopen**. The lead becomes open again in the same stage. ![A lost lead card with the Lost tag and the Reopen button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490355150050-07-reopen.png) *Reopen a lost lead* **What's next?** - [How to Generate the Lost Leads by Reason Report](https://support.pabau.com/en/pabau2/how-to-generate-the-lost-leads-by-reason-report?hsLang=en) - [How to Convert Leads into Clients](https://support.pabau.com/en/pabau2/how-to-convert-leads-into-clients?hsLang=en) - [Overview of the Lead Card](https://support.pabau.com/en/pabau2/overview-of-the-lead-profile?hsLang=en) - [How to Create a Lost Lead Automation](https://support.pabau.com/en/pabau2/how-to-create-a-lost-lead-follow-up-automation?hsLang=en) --- Was this guide helpful? Let us know by voting below - your feedback helps us write clearer articles. 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