Salesforce - Hubspot contacts not recognizing Salesforce Lead to Contact conversion

[IanShawUnily]

Hi,

We had a mass conversion of Leads to Contacts in Salesforce as part of a data cleanup activity. The SF Leads already existed in Hubspot as Contacts, but percentage of the Hubspot Contacts have not recognized the SF conversion - they still sync to the Salesforce Lead.

Is there a reason why the contacts may not register the conversion, and is there a way to force it?

Its been 2 days since we kicked off the conversion process, so we shouldn't be dealing with API/sync limits at this point.

Thanks!

[RubenBurdin · Accepted solution]

Hi @IanShawUnily 

What’s happening here is that HubSpot keys its sync to the Salesforce record ID, and when you convert a Lead to a Contact in SFDC the Lead ID doesn’t “become” the Contact ID it creates a new object with a different ID. If HubSpot is still linked to the old Lead ID, it won’t magically switch over.

First step is to confirm that the Salesforce Contact ID has been written into HubSpot. You can check this by looking at the “Salesforce Contact ID” property in HubSpot. If it’s empty but the “Salesforce Lead ID” is still present, HubSpot will keep syncing as if it’s a Lead

Unfortunately, HubSpot won’t automatically remap old Lead IDs to their new Contact IDs. The usual options are:

• Run a resync of the affected records after making sure the inclusion list allows Contacts.
• Export the mapping of Lead → Contact IDs from Salesforce and backfill those into HubSpot via import.
• If you have Operations Hub or API access, you can script an update to re-associate HubSpot records with the new Contact IDss

HubSpot’s own documentation touches on how Salesforce Leads and Contacts sync differently  and the difference between objects and IDs is explained here

(https://knowledge.hubspot.com/salesforce/install-the-hubspot-salesforce-integration )

(https://knowledge.hubspot.com/integrations/sync-salesforce-leads-and-contacts-to-hubspot )

One more note: if your sync inclusion list excludes Leads, manual resync won’t pull them back in once they’re Contacts unless the criteria matches. So double check your list logic before retrying.

On a related note, some teams use a platform like Stacksync to smooth over these kinds of ID mismatches. Because it runs true two-way sync at the database level, it automatically handles changes in IDs and associations across Salesforce and HubSpot, so you don’t get stuck chasing ghost Lead IDs after conversions.

Hope this helps.

[BReid21]

I have the same issue with a client integration. We have identified a number of contacts (full number not yet ascertained) who have not had their contatc record sync into HubSpot from SalesForce when they have been converted from a Lead to a Contact in SF.

Their SalesForce Contact ID has not synced in, neither have any other custom data fields. Why might this be and what can we do to correct it?

Manual resyncs are not working as we have the HubSpot inclusion list set to NOT sync Leads back into SalesForce.

[Jaycee_Lewis]

Hey, @BReid21 You may want to make a new post and list out the details specific to your use case. Feel free to tag me in the thread 😊 — Jaycee 

[PamCotton]

Hey @IanShawUnily, happy Friday!

It seems the issue may be due to Salesforce Lead IDs not properly syncing with HubSpot Contacts. 

To resolve this, check that the Salesforce Contact ID was updated in HubSpot. You can also try manually resyncing the affected records or use HubSpot’s “Resync” option.

Let me know if you need help with this!

Kindly,

Pam