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Troubleshooting the Contact Sync feature

When using the Contact Sync feature, you may run into some technical issues. It is recommended that you ensure your Contact Sync feature is active before following the troubleshooting steps outlined below. 

If contacts are missing...

  • Check for any filters. In the List View under your People contacts tab, check to see if there are any filters applied. To clear out any existing filters, switch over to Owners > Everyone under the filters button in the top right corner.

    Screen_Shot_2019-05-17_at_4.56.54_PM.png

  • Check ownership of contacts. Only contacts that you are the owner of will sync with your third-party contact provider. You can check to see which contacts you own by going to the List View of your people contacts and selecting your name under the filter icon. 

    Screen_Shot_2019-05-17_at_4.59.28_PM.png


  • Check the settings of your Contact Sync. To do this you can go to Settings > Personal > Contact Sync. It is recommended to confirm that the correct Group of contacts and Sync Direction is selected. If 'One-way' is selected, contacts from your contact provider will show up in Pipedrive, but not the other way around. 

    Screen_Shot_2019-05-17_at_5.04.57_PM.png

  • Disconnect and reconnect your Contact Sync. To do this, go to Settings > Personal > Contact Sync > Stop sync. When reconnecting, click on Add New Account rather than reconnect. This will require you to re-enter the credentials of your account and therefore reauthenticate your connection. You will then be given the window to set up your contact sync with your preferred settings. 

    Screen_Shot_2019-05-17_at_5.20.37_PM.png

Note: The Contact Sync takes about 15 minutes to fully sync after it has been re-synced. 

 

If contacts are not being updated...

  • Clear the cache and cookies of your browser. To learn how to do this, click here.
  • Check the settings of your Contact Sync. To do this you can go to Settings > Personal > Contact sync. It is recommended to confirm the correct Group of contacts and Sync Direction is selected. Only contacts that are under the synced folders will be updated.
     
    Screen_Shot_2019-05-17_at_5.04.57_PM.png

  • Disconnect and reconnect your Contact Sync. To do this, go to Settings > Personal > Contact Sync, and click on the Stop sync button. When reconnecting, click on Add New Account rather than Reconnect. This will require you to re-enter the credentials of your account and therefore reauthenticate your connection. You will then be given the window to set up your contact sync with your preferred settings.

    Screen_Shot_2019-05-17_at_5.20.37_PM.png

 

If contacts are being duplicated...

  • Merge existing duplicates with our Merge Duplicates feature. To learn more about this feature, click here.
  • If duplicates are being created for all contacts synced over from your third-party contact provider, disconnect your contact sync by going to Settings > Personal > Contact sync, and click on the Stop sync button, and reach out to support by following the instructions here.  



If you are still having issues with your contact sync, reach out to Pipedrive support for further information by following this link here.
If there are any ongoing technical issues that may be affecting the status of the Contact Sync feature, it will be posted on the Pipedrive status page