Personalization tag not appearing in email

[NancyO4804]

Hello,

I'm having an issue with personalization within email.

I created 2 custom properties fields. Both are on the deal (not contact). All of the contacts have an association tag to the deal.

The properties are:

• Advisor phone
• Application month

I'm using personalization tags in an email. So it short it says

• "In (month), you completed an application..."
• "To pick up where you left us, call us at (phone)..."

In the first instance (month), it picks up the personalization.

However, in the second instance (phone), it does NOT pick up the personalization.

I have tried the following:

• I have confirmed that both properties are completed. 
• I have confirmed they have association labels connecting the contact and deal.
• I tried refreshing, exiting, and coming back.
• I've gone into the preview to "preview as (selected contact)".

Do you have any ideas on how to fix this glitch?

[danmoyle]

@NancyO4804 the first thing that comes to mind for me is whether the property in question has a "default value" in its setting. I know that shouldn't affect it if there's a value in it, but I'd start there. 

[NancyO4804]

Hi Dan - it does have a default.

The phone number is (555) 555-5555. So, I experimented and tried it without the parathesis. That didn't work either. 

Literally stumped on this one.

[danmoyle]

Nancy - Is the property a phone number field? I tested in my own portal with and without parentheses, and it worked both ways. If the data is in the field, HubSpot should be pulling it in. 

Have you asked HubSpot Support? 

[NancyO4804]

It's a drop down select. I'll try changing it to a formatted number.

I've reached out but their service is limited this week.