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When a userā€™s RevenueHero login email differs from their CRM email address, meetings may sync to the wrong user record or fail to sync entirely. For example, if a sales rep logs into RevenueHero with sarah.jones@company.com but their CRM record uses sarah@company.com, meeting attribution will break. This mismatch can occur for several reasonsā€”users managing multiple email addresses, organizational IT configurations, or legacy email formats. Regardless of the cause, you can now resolve this issue directly from your admin settings without contacting support. Simply sync the user to the correct CRM record, and meetings will attribute properly going forward.

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Why email mismatches happen

RevenueHero identifies users by their login email. Your CRM identifies users by the email in their user record. When these donā€™t match, meetings canā€™t attribute correctly. Common scenarios:
  • Rep logs into RevenueHero with firstname.lastname@company.com but uses firstname@company.com in the CRM
  • Company uses different email formats for tools vs. CRM (e.g., Google Workspace vs. Salesforce)
  • Rep changed their email in one system but not the other
When this happens, meetings book successfully but show up under the wrong rep in your CRMā€”or donā€™t sync at all.

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What gets affected

When emails donā€™t match between RevenueHero and your CRM:
  • āŒ Meetings sync to the wrong CRM user (or donā€™t sync)
  • āŒ Activity tracking breaks
  • āŒ Reports show incorrect meeting attribution
  • āŒ Round robin assignment works, but CRM attribution fails
What still works:
  • āœ“ Prospects can book meetings normally
  • āœ“ Calendar invites go out correctly
  • āœ“ The scheduler functions as expected
  • āœ“ Team assignment in RevenueHero is accurate
The issue is purely about getting the meeting to show under the correct rep in your CRM.

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How to sync CRM IDs

1

Navigate to Users ā†’ Needs Action

Go to Settings ā†’ Users, then click the Needs Action tab at the top.This view shows all users with CRM sync issues in one place.
If you have multiple new users in your CRM who arenā€™t yet synced to RevenueHero, click the Sync Users button at the top right. RevenueHero will automatically fetch and match users from your CRM based on email addresses.This works best when emails match exactly between systems. If emails donā€™t match, youā€™ll need to link those users using the steps below.
2

Click Sync

Look for users with the status ā€œUser not found in [CRM Name]ā€ in the STATUS column and click on the Sync button.Ā 
Crm Sync Needs Action
3

Search for and select the correct CRM user

A modal titled ā€œRe-link the userā€ will appear showing:
  • The RevenueHero member at the top
  • A searchable list of CRM users below
Search for the correct CRM user by name or email, then click to select them. A checkmark will appear next to the selected user.
Relink Crm User
4

Click Re-link

Once youā€™ve selected the correct CRM user, click the Re-link button at the bottom right.The user will be linked to the selected CRM record, and their status will update immediately. Future meetings for this user will sync to the correct CRM record.
This only affects future meetings. Past meetings will remain under the original CRM user unless you manually reassign them in your CRM.

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Verify the sync worked

After syncing, test the connection:
  1. Have the user book a test meeting
  2. Check your CRM to confirm the meeting appears under the correct user
  3. Verify the meeting owner and activity record are accurate
If the meeting still goes to the wrong place, double-check that you selected the correct CRM user during the sync.

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Prevent email mismatches

Hereā€™s how to avoid this issue in the first place:
During onboarding:
  • Ask new users which email they use in your CRM before inviting them to RevenueHero
  • Send RevenueHero invites to the same email address they use in the CRM
  • Document your email conventions (firstname@company vs firstname.lastname@company)
For existing users:
  • Audit your user list quarterly to catch mismatches early
  • When someone changes their email, update it in both systems simultaneously
  • Set up a process for IT to notify admins of email changes

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Common questions

No. Each RevenueHero user must sync to a unique CRM user.
No, only admins can sync CRM IDs. Users donā€™t have access to this feature in their personal settings.
Yes, the Sync CRM ID feature works with HubSpot, Salesforce, and Zoho CRM.
Check these:
  1. Did you sync to the correct CRM user? Verify the email in the CRM record matches what you expected
  2. Is the CRM user active? Inactive CRM users can cause sync issues
  3. Are there multiple CRM records with similar emails? Make sure you selected the right one
If issues persist, check your routing logs (Inbound ā†’ Routing Logs) to see which CRM user ID RevenueHero is sending the meeting to, then compare that to your CRM.