# Callrail contact integration issues

**URL:** <https://community.hubspot.com/t/callrail-contact-integration-issues/87354>\
**Category:** APIs & Integrations\
**Tags:** professional\
**Created:** [August 12, 2023, 2:00am UTC](https://community.hubspot.com/t/callrail-contact-integration-issues/87354 "2023-08-12T02:00:44Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![purplegoanna](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/purplegoanna/32/48242_2.png) [@purplegoanna](https://community.hubspot.com/u/purplegoanna)\
**Post date:** [August 12, 2023, 2:00am UTC](https://community.hubspot.com/t/callrail-contact-integration-issues/87354/1 "2023-08-12T02:00:44Z")

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Hi there,

We have integrated callrail and are having issues with the incoming call data not always finding and appending to existing contacts, but rather creating a duplicate contact. Some calls do and others don’t.  
Has anybody has this issue and could you share the fix with me as have reviewed setup and everything looks to be ok.

Thanks.

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**Author:** ![Jaycee\_Lewis](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jaycee_lewis/32/61352_2.png) [@Jaycee\_Lewis](https://community.hubspot.com/u/Jaycee_Lewis)\
**Post date:** [August 14, 2023, 3:33pm UTC](https://community.hubspot.com/t/callrail-contact-integration-issues/87354/2 "2023-08-14T15:33:32Z")

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Hi, @purplegoanna 👋 Thanks for your question! I’d like to invite some of our community members to the converstaion — hey @gabriel-nextiny @Bryantworks @StjepanGrcic, do you have any related experience with the CallRail integration?

Thank you for taking a look! — Jaycee

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**Author:** ![NFrost1](https://avatars.discourse-cdn.com/v4/letter/n/a6a055/32.png) [@NFrost1](https://community.hubspot.com/u/NFrost1)\
**Post date:** [August 16, 2023, 4:31pm UTC](https://community.hubspot.com/t/callrail-contact-integration-issues/87354/3 "2023-08-16T16:31:16Z")

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We’ve started seeing the same issue this week.

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**Author:** ![Jonas\_De\_Mets](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jonas_de_mets/32/72908_2.png) [@Jonas\_De\_Mets](https://community.hubspot.com/u/Jonas_De_Mets)\
**Post date:** [March 27, 2026, 10:37am UTC](https://community.hubspot.com/t/callrail-contact-integration-issues/87354/4 "2026-03-27T10:37:00Z")

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@purplegoanna I am following on this questions as we have some clients that experienced the same issue so documented the main reasons and how to prevent it. Usually it happens when CallRail can’t confidently match the call to an existing contact, often because of phone-number formatting, the number being in the wrong field, or because CallRail is allowed to create a new contact when no match is found.  
What I’d check first:

- whether CallRail is set to create new contacts

- whether phone numbers are stored correctly and formatted in HubSpot

- whether the number is in the main phone fields, not just custom ones

Hope this helps other who experience this issue as well!