I’ve updated the About this Contact card, removed some properties, and added a custom property to assign segments. I tested the section with various contacts, and it’s coming up correctly. However, my Outlook sales desktop and online both show slightly different properties, and neither shows the new custom property. They are not reflecting my changes for my account or other team members. I’ve restarted Outlook and my computer. Appreciate the help!
Hey @C_Schrobilgen and a warm welcome from the HubSpot Community! 
Great question, thanks for asking!
You might want to look at this similar thread “Cannot change which fields are showing in HubSpot Sales Office 365 Plugin - About This Contact” where the solution from @Shadab_Khan might help you!
Also, I’d love to put you in touch with our Top Experts: Hi @karstenkoehler, @Shadab_Khan and @danmoyle can you think of other suggestions to help @C_Schrobilgen, please?
Thanks so much and have a lovely day!
Bérangère
Unfortunately, that didn’t solve the issue.
Hi @C_Schrobilgen and thanks for getting back to us!
There are two separate configurations to keep in mind:
- Your record layout in the CRM (the “About this contact” card)
- The “About” section in Outlook contact profiles (both the desktop version and the Office 365 add-in)
If you’ve only adjusted your personal “About this contact” view, Outlook will continue to use the account-level defaults and preview cards.
To ensure your changes appear in Outlook, try these steps:
- Add the property to the account-wide default “About” card.
- Include the property in the preview cards used by Outlook and the Office 365 add-in.
- Refresh your Outlook add-ins.
This should help sync your updates across both systems! If you are still seeing the same behavior, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screenshare if necessary.
Thanks and have a great weekend!
Bérangère
Welcome to the Community @C_Schrobilgen !
I’m not the best at the Outlook <> HubSpot integration (I don’t think they play well together, and I’ve been a Google Workspace user for longer). However, I want to try to help. Looking over other resources like Reddit, HubSpot’s Knowledge Base, and community threads, it appears you’re running into a limitation/behavior of how HubSpot syncs the About this contact configuration to the Outlook add-ins. There may also be a bit of “wrong layout” vs “preview card” issue.
From what I’ve found, the Outlook add-ins (desktop and Office 365) use the properties defined in the contact preview cards, not just your personal “About this contact” card layout on the record. So there are effectively two configurations:
- The CRM record layout (About this contact card on the contact record).
- The preview card configuration used outside the CRM (email sidebars, including Outlook).
If you only updated your personal view on the record sidebar and didn’t update the admin/preview card configuration, Outlook will keep showing the earlier default set of fields.
The first thing I’d do is confirm we’ve updated the correct place. Go to Settings → Data Management → Objects → Contacts → Preview Customization. Then click Update preview cards and then Edit contact property list.
Make sure your new custom segment property is included in this preview property list and that the properties you removed are no longer there. If you’re good to go, save and publish any changes.
Next, make sure it’s account-level, not just personal. In the contact record, there is both a Profile and Admin/account-level layout; Outlook respects the account-level preview configuration, not your personal-only layout. Confirm you’re editing the account-wide preview settings (you’ll usually need at least Content/Settings/CRM customization permissions).
Finally, confirm the property itself is compatible. I know it seems silly, but HubSpot objects can be finnicky. So ensure the custom property is a contact property (not company/deal). And then ensure it’s not hidden behind field-level restrictions that your user in Outlook can’t see (rare, but can bite with teams/permissions).
Now for the Outlook side. Once the preview card is correctly configured you’ll want to force the add-in to refresh. Here’s what HubSpot KB says those steps are:
- Close all Outlook windows.
- In Outlook desktop, disable the HubSpot add-in, then re-enable it from File → Manage Add-ins or the COM Add-ins list.
- In Office 365 Outlook, toggle the HubSpot Sales / Contact Profiles add-in off and back on from the add-ins manager.
- Then compose a new email to a contact and open Contact Profiles again.
For the last step (I think), confirm you’re on the right add-in. HubSpot is no longer adding new functionality to the legacy Outlook desktop add-in; new customization behavior is centered around the Office 365 add-in. If your org has both installed, make sure you’re testing with the Office 365 add-in where possible, as it’s the one that most faithfully mirrors the preview card configuration.
The last thing I found werre some common gotchas that match what you’re seeing. Outlook showing “slightly different” properties for different users often means some people are seeing legacy defaults cached locally while the account-level preview card has changed. A full Outlook restart plus disabling/re-enabling the add-in usually clears it. If the property appears correctly in the preview card when you hover over the contact in the CRM (or use the record preview), but not in Outlook, it’s almost always a cache/add-in version issue and not the property itself.
I hope that helps give you some answers to help solve your experience.