Issue with merging companies in HubSpot

Problem Statement

When two companies are merged in HubSpot, the Chargebee Customer card (from the Quote to Cash with Chargebee integration) may stop displaying customer information. Instead, the message below appears:

This Company isn't linked to a Chargebee Customer.

This occurs even if the Chargebee Customer ID remains populated in the merged company record’s properties. The integration card fails to recognize the link to Chargebee.

Solution

This behavior is expected due to how HubSpot handles company merges:

• When companies are merged, HubSpot creates a new company record.

• The source companies (Company A and Company B) are consolidated into a new entity (Company C).

• As a result, the existing Chargebee–HubSpot link breaks, even though the Customer ID property still appears.

To restore the link, you must re-sync the customer in Chargebee.

Steps to re-link the customer

Step 1: Open the HubSpot integration in Chargebee

1. Go to Chargebee > Apps > HubSpot Integration.

Step 2: Locate the customer in Sync logs

1. Select the Sync Logs tab.

2. Search for the relevant Chargebee Customer ID.

Step 3: Re-trigger the sync

1. Click Redirect Sync for that customer.

2. Wait for the sync to complete.

Step 4: Verify in HubSpot

1. Open the merged HubSpot company record.

2. The Chargebee Customer card should now display correctly and link to the Chargebee customer.