The default waiting time in Trackbox is 15 seconds for a response from the brand API.
After 15 seconds, which is a very long time for API, it is usually assumed the brand server is experiencing issues and it is best that they would check the servers.
First let us know if its about the lead sending or lead status / FTD pull methods,
In both cases we can increase the waiting time on our side to prevent the issue from happening so frequently.
When its about sending leads,the steps you may take are:
Speak with the brand and ask him to check why it took him more than the set waiting time to give us a response.
Most likely it was a temporary issue with their servers.
If the issue with the brand repeats and you prefer, we can increase the waiting time to more than for example to 30 seconds, the maximum we support is 60 seconds.
However, it means that the lead will wait longer to register.
If you would like that, let us know.
Ask the brand if the lead was registered on his side. If it was, ask the brand for the customer id of the lead, then go to CRM, search for Lead's email, press 3 dots->Change customer id/change Failure to Lead and insert the customer id you got from the brand then Save.