Viewing Error Logs for Failed Customers Syncs

When a Customers sync from Advanced Billing to HubSpot fails, you can now view detailed error logs directly within Advanced Billing. This helps you quickly identify the cause of sync issues without contacting Support or reviewing backend logs.

Previously, when a sync failed:

• Users received no explanation of the failure.
• Troubleshooting required contacting Support, who had to search internal logs.

With this update, the HubSpot integration page now displays error logs for failed Customers syncs. These logs help you:

• See exactly why a sync failed.
• Identify problematic Customer records, such as invalid email addresses or mismatched property values.
• Correct the issues and re-run the sync.

Common Causes of Customers Sync Failures

1. Invalid Email Addresses

   HubSpot requires valid email formats. An invalid email, such as acme2025@gmail.cim, will cause that Customer record to fail syncing.

2. Mismatched Property Values

   If your HubSpot account uses a custom dropdown for fields like Country/Region, the internal values must match the Advanced Billing values. For example:

   • HubSpot property value: "United States"
   • Advanced Billing value: "US". A mismatch prevents the Customer from syncing.

What Happens During a Failed Customers Sync

When you initiate a manual Customer sync:

1. A banner appears at the top of the HubSpot integration page: Customers are being synced.
2. If an error occurs:
   • The sync continues for valid Customer records where possible.
   • A log entry appears in the Customers Sync Error Logs section showing which records failed and why.
   • The Last successful manual sync date does not update if all records fail.

How to View Error Logs

1. In Advanced Billing, go to Config > Integrations > HubSpot > Edit Sync Options.
2. In the Customers section, click Re-Sync Customers to start a manual sync.
3. If errors occur, scroll to the Customers Sync Error Logs section.
4. Review the list of failed records and the associated error messages.

Example error message for an invalid email:

Property values were not valid: 
[{"isValid":false,"message":"Email address testemail@gmail.cim is invalid","error":"INVALID_EMAIL","name":"email"}]

Resolve and Prevent Sync Errors

If you encounter Customers sync errors between Advanced Billing and HubSpot, you can take the following actions to resolve issues and reduce the chance of future failures.

• Correct common issues: Edit any Customer records with invalid email formats in Advanced Billing, and update mismatched property values so they match exactly between HubSpot and Advanced Billing.
• Maintain clean data: Periodically review Customer records for invalid email formats, and ensure all HubSpot custom property values align with Advanced Billing data formats.
• Plan for new fields: When introducing new custom fields in HubSpot, confirm they are compatible with Advanced Billing’s data requirements.
• If problems persist: Export your Customer list to CSV, filter for invalid or mismatched values, and contact Support with the error logs for further assistance.

Once you make corrections, re-run the sync to push the updated Customer records to HubSpot.