Pardot Knowledge Base

Why won't my field sync?

Last Updated: Aug 13, 2016 | Print this Article

Field type mismatch

In most cases, in order for values to be passed back and forth between your CRM and Pardot, the field types for each respective system must match. For example, if you have a dropdown picklist field in your CRM, the matching field type must be used in Pardot (also with matching value options).

While Pardot will accept most values from any CRM field type into a Pardot text type field, most CRMs will not accept values from a Pardot field type that does not match the CRM field type. For example, if you are mapping a dropdown picklist field to a text field in Pardot, Pardot will accept any value, but the CRM will not accept any value coming from Pardot. So, when trying to pull values from the CRM to Pardot, the field type should not matter. However, if you are trying to push values from Pardot to your CRM, the field types must match.

Unsupported field type

Pardot cannot recognize all field types supported by your CRM. The most common case of this is when a field value is being sourced from another field or object. The following fields types are not supported for mapping with your CRM:

CRM Unsupported Field Types
Salesforce Lookup
NetSuite Currency, Help, Document, Image, Inline HTML
SugarCRM Relational
Dynamics Lookup

Note: While Pardot can sync with formula fields, they will not trigger a sync. However, changes to values in roll-up summary type fields will trigger a sync. You can learn more about roll-up summary fields here.

Field value mismatch

If your CRM field has a restricted set of acceptable values, the values in Pardot must be identical (case-sensitive, and leading/following spaces). The most common examples of this are dropdown fields. Because the CRM is expecting only a certain list of values, if the value that is pushed from Pardot is not identical, the sync will fail. Other examples of this are character limit restrictions, mandatory field restrictions and unsupported character types.

Wrong field mapped

It is common to map the incorrect field between the CRM and Pardot. If values are not syncing across, you may want to verify the mapping of the intended field. This is especially true when there fields with similar names. It is important to note that when mapping a CRM field to a Pardot field, Pardot lists your CRM field name, not the label.

Lead vs. contact field

If you have created a custom field in your CRM, make sure that the field has been created for the object type (lead, contact, account, opportunity) that you wish to sync with. For example, if you create a lead field in your CRM and map it to a field in Pardot, that field will not sync if a prospect is synced with a contact record. It may possible to map fields within your CRM to both leads and contacts so that when a lead is converted to a contact, the value flows along with it.

Formula field

Formula fields in your CRM can be used to source a value from one object to another. While Pardot can sync with formula fields, a change to a formula field  will not trigger a sync. This is because a formula field is a way of arriving at a value, but does not actually store the value and will not update the last modified timestamp on a record when it changes.

Metadata not pulled

Is your new CRM field missing from the dropdown selection when creating a Pardot custom field? When a new field is created in your CRM, it is not instantly pulled into Pardot. If you create a field and need for it to show up in Pardot immediately, then when you create the Pardot custom field that will be used for mapping, click on the circular arrows button next to CRM Field Name. This will pull all current CRM fields in to the dropdown list in Pardot.

Field not visible

In order for Pardot to successfully pull or push values from/to your CRM, the connector user must be able to view the field. Be sure that your page layout has the desired fields as showing.

Master system

For custom fields, and certain default fields, it is possible to make either your CRM or Pardot the master for that field. In other words, in the case of a data conflict, you can decide which system will dictate the value that will remain. If you are trying to sync a value, but it continues to be overwritten by what is in the other system, you may have the unintended system set to be the master. You can control this behavior by checking or unchecking the Overwrite CRM Value checkbox in the Pardot field settings.

Pardot always views some data as being better than no data. So, regardless of which system is set to be the master, if a value exists for a field in one system and there is no value in the other system, the value will be set in both systems upon syncing.

Wrong prospect

When a value is expected to sync between your CRM and Pardot, but it is not, you may want to test this on multiple prospects. It is common that the value is in fact syncing, however, your CRM record or Pardot prospect is not syncing with the record that you are expecting. The best way to address this issue is to use the CRM icon/link on the record that you are looking at in Pardot, or the “pi_url” on the CRM record that you are looking at. Doing a simple search in your CRM can be misleading, as you may have duplicate records or bad data.

Multiple values

If you have multiple values recorded in a Pardot field, note that CRMs are not able to accept multiple values from Pardot. The CRM will only accept the newest value for that custom field. A hypothetical example: in Pardot, there is a custom field, Hair Color, that can accept multiple values. The Pardot prospect record has values "blond; purple". CRMs will not accept both "blond" and "purple" from Pardot to its corresponding text field — the CRM record will only be updated with the value added most recently.

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