Problem Description
My Account and its corresponding Organization are linked in HubSpot, but the association does not exist in Vitally. Why is this happening? 🤔
These steps only cover Account to Organization associations. If a custom object record or trait value is missing from an Account or Organization that is otherwise syncing, external IDs and import filters are not the cause. For custom object records, see Scenario 5 in How can I handle errors and configure the HubSpot Integration in Vitally?. For trait values, see Resyncing Traits (properties) in Vitally.
Potential Reasons for the Issue:
Account and/or Organization is not connected to HubSpot: Your Account or Organization in Vitally may not be connected to HubSpot if the external IDs between the systems do not match.
Import Filters Not Met: Your Account or Organization may not meet the import filters set in the HubSpot integration settings. If either record does not meet this criteria, Vitally won't sync and update them regularly. Note that for HubSpot enumeration fields (such as Lifecycle Stage), filters must use values selected from the options surfaced in the filter UI — entering a display label manually may not match the underlying enumeration value HubSpot stores, causing records to fail the filter even when they appear to qualify.
Sync Timing Issue: Even if both records exist in Vitally and meet the import filters, the issue may be due to the timing of the sync. Often, if the Organization was created in Vitally after the Account, the association may not be established automatically. Updating the Account will trigger the sync to establish the relationship.
Organization or Account is Ignored: Track rules under Lifecycle Tracking do not prevent a HubSpot record from importing into Vitally. They control whether a record that is already in Vitally is categorized as Ignored. Ignored records don't appear in table views but can be searched by their names, so an Account can be correctly associated with its Organization and still look like it is missing. Ignoring an Organization also ignores every Account beneath it.
Step-by-Step Solution
Follow these steps to resolve the issue:
1. Check the external IDs match for the Account and Organization in Vitally and HubSpot
1. Check the external IDs match for the Account and Organization in Vitally and HubSpot
Open the HubSpot Integration Settings:
In Vitally, navigate to Settings > Integrations (under Connectors) > HubSpot (or via Quick Jump Mac:
⌘ + jWindows:Alt + j)Click on the Organizations tab.
Review the External ID field:
Go to the section titled
Select the HubSpot Company field that contains the Organization's external IDIdentify the field that is selected as the External ID
Confirm the External IDs match:
Open the Organization's profile in HubSpot and find the value in the External ID field
Confirm it matches the External ID found in Vitally under the Organization's profile:
Repeat for Accounts:
Go to the Accounts tab and review the External ID property. Make sure the Account in HubSpot has the same External ID as listed in the Account's Vitally profile.
If the external IDs match, proceed to the next step to ensure they meet the import filters on the HubSpot integration page.
If the external IDs do not match, we can not establish the parent <> child connection in Vitally. Collaborate with your data team to understand what the correct external ID should be. If you've added an external ID, but the Customer still isn't syncing to Vitally, please contact our Support team.
2. Ensure your Account and Organization meet the import filters on the HubSpot integration page.
2. Ensure your Account and Organization meet the import filters on the HubSpot integration page.
Open the HubSpot Integration Settings:
In Vitally, navigate to Settings > Integrations (under Connectors) > HubSpot (or via Quick Jump Mac:
⌘ + jWindows:Alt + j)Click on the Organizations tab.
Review Import Filters:
Scroll down to the section labeled
Define conditions below if you'd like to limit the set of Companies to import into Vitally. Otherwise, we will import ALL HubSpot Companies into Vitally.Compare the Organization's profile in HubSpot with the filters you've set to ensure it meets the import criteria.
Repeat for Accounts:
Go to the Accounts tab and review the filters for importing Accounts. Make sure the Account in HubSpot meets the defined filters.
If the Account and Organization match the import filters, continue to the next step to trigger an update to the record in HubSpot.
If the Account or Organization does not match the import filters, we can not establish the parent <> child relationship in Vitally. Collaborate with your data team to update the related import fields in HubSpot, and after an hour, the relationship will be established in Vitally! If you've updated the correct field values in HubSpot, but the association still isn't syncing, please contact our Support team.
3. Update the Account in HubSpot to trigger a sync and pull the Organization association into Vitally
3. Update the Account in HubSpot to trigger a sync and pull the Organization association into Vitally
Open the Account Profile in HubSpot:
Locate the Account in HubSpot that isn't properly associated with its Organization.
Make a Minor Change to the Account Profile in HubSpot:
Temporarily modify or set one of the Account's property values in HubSpot that is synced to Vitally.
Allow Time for the Sync:
HubSpot syncs with Vitally hourly. After the change, the Account should be associated with the Organization in Vitally within an hour.
4. Check whether the Organization or Account is Ignored by your track rules
4. Check whether the Organization or Account is Ignored by your track rules
Search for the record directly:
Ignored records don't appear in table views but can be searched by their names. Use the search bar or Quick Jump (Mac:
⌘ + jWindows:Alt + j) and enter the Organization or Account name.
Check the record's Lifecycle status:
Open the record's profile. If it shows as Ignored, your track rules are causing what you are seeing, not the HubSpot sync.
Review your track rules:
In Vitally, navigate to Settings > Accounts or Organizations > Track Rules (or via Quick Jump Mac:
⌘ + jWindows:Alt + j)Confirm whether the record matches an exclusion rule, or, if your rules are set to Include, whether it falls outside them. Learn more in Categorizing Ignored Accounts.
Adjust the source data or the rules:
Update the HubSpot values your track rules evaluate so the record no longer matches, or change the track rules themselves. Allow up to an hour for the change to take effect.
Changes to track rules apply to every record in Vitally, not just the one you are troubleshooting. Editing a rule to bring one Organization or Account back into view can also change the Lifecycle status of other records. Where possible, update the HubSpot values the rule evaluates rather than the rule itself.
Accounts belonging to an Ignored Organization are also Ignored, even if they match your subscribed rules. Check the Organization's status before troubleshooting the Account.
If neither record is Ignored and the steps above all check out, please contact our Support team.
FAQs
Q: What if my Organization or Account doesn't meet the import filters in HubSpot?
A: If either the Account or Organization doesn't meet the defined import filters, they won't sync or update in Vitally. You can either adjust the filters in the HubSpot integration settings or modify the HubSpot records to meet the filter criteria.
Q: The Account and Organization meet the filters, and I made an update, but the sync still hasn't happened. What should I do?
A: HubSpot only syncs hourly. If, after an hour, the sync hasn't occurred even after ensuring filters are met and making changes to the Account, please contact our Support team and we can help troubleshoot the issue together.
Q: Both records exist in Vitally, but I can't find the Account in any list or view. Why?
A: The Account is most likely Ignored. Ignored Accounts and Organizations remain in Vitally and continue to sync most trait data, but they don't appear in table views, including the Accounts table on their Organization's profile, and can only be found by searching for them by name. Check the record's Lifecycle status, then review your track rules under Settings > Accounts or Organizations > Track Rules.
Q: Do track rules stop HubSpot records from importing into Vitally?
A: No. The import filters on the HubSpot integration page control which records come into Vitally. Track rules apply after import and control whether a record already in Vitally is categorized as Ignored. A record can pass your import filters and still end up Ignored.