Problem Description
My Account and its corresponding Organization are linked in HubSpot, but the association does not exist in Vitally. Why is this happening? 🤔
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.
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.
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 > 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 > 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.
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.