topic Re: two-way sync field issue with Salesforce in Third-Party Apps

two-way sync field issue with Salesforce

LWebster7 — Wed, 21 Aug 2024 20:55:07 GMT

We have email set as a two-way sync with HubSpot. The idea is that if an SFDC user updates an email, it will sync back to HubSpot and vice versa. However, we have a handful (~80 records) of contacts for whom this isn't working properly.

The email gets updated in SFDC, but HubSpot reverts it to what it is in HubSpot.

What would cause this to fail for a few records? We aren't sure where to start looking.

Re: two-way sync field issue with Salesforce

karstenkoehler — Thu, 22 Aug 2024 04:13:28 GMT

Hi @LWebster7,

What do you see when you check the property history for the email field for these contacts? https://knowledge.hubspot.com/records/view-record-property-history#view-historical-values-for-a-property-on-a-record

Just to rule out that there is another integration or workflow making changes to the email field, immediately switching it back after Salesforce updates it – in which case the integration would interpret the HubSpot side as more recent and accept that value.

Additionally, could you please check if the email field appears among the sync errors? https://knowledge.hubspot.com/salesforce/resolve-salesforce-integration-sync-errors#resolve-sync-errors

Best regards

Re: two-way sync field issue with Salesforce

LWebster7 — Thu, 22 Aug 2024 16:09:45 GMT

Sync error! I can't believe I forgot to check there. 🙈

Re: two-way sync field issue with Salesforce

Lucila-Andimol — Fri, 23 Aug 2024 08:51:02 GMT

Hi @LWebster7

you can start by checking the integration sync issues report

and you can always adjust the sync rules to prefer one information over the other, for example prefer SFDC over HubSpot.

When errors appear in the sync it could be caused by owner/permits limitations, not existing contact/record (or not being able to find the match), duplicate records found or missing information, among others.

You could take a sample of those contacts and dig deeper over the records both in HubSpot and in SFDC.

Hope this helps

Re: two-way sync field issue with Salesforce

RubenBurdin — Thu, 30 Oct 2025 16:27:47 GMT

Hi @LWebster7 this usually comes down to conflict rules or something else touching the email field first.

In HubSpot the email is a special identifier, so if a workflow, import, or another integration writes right after Salesforce, the sync can treat the HubSpot value as the most recent and flip it back.

I’d start by opening a few of those 80 contacts and reading the email property history to see which actor last wrote the value and in what order, then cross-check the Salesforce sync error detail for that property to rule out mapping or permission issues (https://knowledge.hubspot.com/salesforce/resolve-salesforce-integration-sync-errors).

Also verify your field mappings for Contact Email. If the mapping is set to two-way with a “prefer HubSpot” conflict rule or if the Salesforce side points to a different field than the one users edit, HubSpot will win and revert.

It’s common to find a normalization workflow, a reverse ETL, or a de-duplication process writing to Email or Additional emails right after the Salesforce change. Adjust the mapping or pause the automation for a quick test (https://knowledge.hubspot.com/salesforce/manage-your-hubspot-salesforce-field-mappings).

Two quick checks that catch many edge cases in 2025 setups: confirm none of the affected contacts are merges or duplicates sharing the same email, and confirm users aren’t editing an alias in Salesforce while HubSpot is holding the primary. One clarifier to narrow it down: on a sample record, does the property history show a HubSpot workflow or import writing within seconds of the Salesforce update?

If duplicates start upstream, Stacksync reduces them by syncing normalized records into HubSpot rather than batch-importing surprises.