Contacts from non synced ads account

[MBravo45]

I have some clients that work with other agencies in meta ads, I used to connect hubspot so they can have a place to see the contacts from the campaigns I work for them, but since March 1st, contacts from campaigns in other ad accounts from the other agencies have been sincyng to hubspot, this didnt happen before.

I contacted support they told me to disconnect the page, to turn off the button below but it does not make any sense and it does not work at all.

Any ideas?

[BérangèreL]

Hi @MBravo45, I hope that you are well!

First, I'd like to apologize for the delay in the response.

I understand that contacts from another Facebook account (not the one we see on the screenshot) have been syncing to your HubSpot account. Please let me know if that's not the case.

If you have a paid subscription, the Technical Support Team is your best point of contact since they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this. You can also re-open a ticket or create a new one if you need to continue investigating the behavior.

I'd like to ask clarifying questions please:

1. Did you even connect this other Facebook account on this Hub ID?
2. Did you check on the create date property on the contact to see how this contact was created? To verify that it was indeed due to a sync from Facebook.

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I also wanted to invite a couple of subject matter experts to this conversation: Hi @danmoyle, @Jonno_Price and @KTownsend have you already seen similar behavior? Do you have suggestions to help @MBravo45, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you and have a great day!

Best,
Bérangère

[danmoyle · Accepted solution]

Thanks for the tag @BérangèreL - this sounds like a change that happened either in Meta or with the Meta/HubSpot sync. 

@MBravo45 Do you have a separate HubSpot account than the client? You say "my hub id," so I'm thinking you have your client's ad account connected to your HubSpot - can you give more detail on that? I've always seen the client have their HubSpot instance and their ads accounts connected rather than connecting something to my own portal. 

I'd also reach out to technical support in addition to the basic support you talked to. They may have more insight. 

[MBravo45]

There is only one hubspot account, one facebook fan page, two facebook ad accounts from diferent companies. My company should receive the contacts from my ad account in Facebook, the other company with its own ad account receive the contacts in another crm that is not Hubspot.

Since march 1st the contacts from my ad account and the other company ad account have been syncing to hubspot. Before this date only the contacts from my company ad account synced.

[MBravo45]

Hi! Thank you for your reply.

The Facebook Fan Page is the same but with different ad accounts. Before March 1st only the contacts from my forms and that are in my ad account were synced. Since Marcch 1st all the contacts from all the forms and ad accounts are syncing. My temporal solution has been to disconect all the Facebook integration and sync the contacts of only the forms and ad accounts I need via zapier, but not just so accurate as before. For your questions

1. yes I connected it the fan page with my hub id, right now is disconnected as the temporal solution I just wrote

2. The creation date is in real time and is syncing contacts from other companies/ad agencies from the same fan page but with different ad accounts into my hub.