When using Aircall Contact Sync with HubSpot, synchronization issues may occur if the same phone number is saved in both the Phone and Mobile phone fields. Since Aircall only syncs the Mobile phone property and does not allow duplicate numbers, this can cause contacts to fail syncing or even be removed.

Key rule for using Mobile phone with Aircall Contact Sync

To use the Mobile phone field in Aircall Contact Sync:

  • You must have a number in the Phone field.
  • If you only have one number (even if it is a mobile number), always save it in the Phone field.

This prevents HubSpot from trying to sync the same number in both fields, which Aircall will reject.

Why this happens

Duplicate phone number issues usually occur when:

  • HubSpot stores identical numbers in both Phone and Mobile phone fields.
  • Aircall rejects duplicate numbers.
  • HubSpot workflows or imports automatically copy Mobile phone into Phone, creating conflicts.

How to check your contacts

Follow these steps to identify and resolve duplicate number issues:

Steps:

  1. Open the HubSpot contact record.
  2. Review the Phone and Mobile phone fields.
    • These fields must contain different numbers.
    • If there is only one known number, it should be in the Phone field.
  3. Check your workflows and import templates to confirm they are not automatically copying values between the two fields.

How to fix the issue

Steps:

  1. Ensure the Phone field contains a valid number.
  2. If there is only one number (even if it is a mobile number), save it in Phone.
  3. Leave Mobile phone empty, or add a different number if available.
  4. Disable or adjust workflows that copy Mobile phone into Phone to avoid creating duplicates.
  5. Trigger a Resync in the Aircall-HubSpot integration.
  6. Verify that the contacts now appear correctly in both Aircall and HubSpot.

Best practices

  • Always use the Phone field when there is only one known number, regardless of whether it is mobile or landline.
  • Use the Mobile phone field only when there is a second, distinct number.
  • After performing imports or workflow updates, review a sample of contacts to confirm correct field usage.
  • Regularly audit HubSpot workflows to ensure they do not duplicate numbers between Phone and Mobile phone fields.