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Hyperline integrations link Hyperline customers to external records in tools such as CRMs and payment providers. Correct matching matters because quotes, subscriptions, invoices, payment methods, and sync actions depend on the linked external record.

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How matching works

When Hyperline syncs a customer with an external system, it first looks for an existing provider link on the Hyperline customer. If a link already exists, Hyperline updates or reads from that external record. If no link exists yet, the integration tries to find or create the external record according to the integration settings and the action being performed. Typical matching inputs include:
  • The external provider record ID already stored on the Hyperline customer
  • The customer email, company name, tax ID, or other integration-specific fields
  • The CRM object selected in the integration settings, such as a company or deal
  • Payment-provider routing rules, such as the invoicing entity used for the customer
Matching rules can differ by provider. A CRM integration and a payment provider integration may not use the same identifier or create records at the same time.

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Create versus update

Hyperline updates an external record when the Hyperline customer is already linked to that record. Hyperline creates a new external record only when the integration action and settings allow creation. For example:
  • If a customer is already linked to a CRM company, Hyperline syncs future quote or subscription data to that company.
  • If a CRM action starts from a contact but the integration expects a company, Hyperline may need a company link before quote or subscription data can sync correctly.
  • If a payment provider customer does not exist yet, Hyperline may create it only when a payment method, checkout, or payment flow requires it.
Duplicates or wrong links usually come from one of these situations:
  • The same customer exists more than once in the external system
  • A CRM contact is used where the integration expects a company
  • A Hyperline customer was manually linked to the wrong external record
  • The customer changed invoicing entity or payment-provider account
  • A previous sync failed before Hyperline saved the provider link

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Fix a wrong or duplicate match

  1. Open the Hyperline customer
  2. Check which CRM or provider records are linked to the customer
  3. Open the external system and identify the correct record
  4. Remove duplicate external records if they should not exist
  5. Re-link or re-associate the Hyperline customer to the correct external record
  6. Retry the failed sync or send the record to the provider again
Do not delete external records that may still be used for payments, accounting, or reporting. If you are unsure which record should be kept, contact support before deleting anything.

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If “Send to CRM” does nothing

If a send or sync action appears to do nothing, check whether the expected external object exists and is linked. For CRM integrations, verify:
  • The company or deal exists in the CRM
  • The Hyperline customer is linked to the expected CRM object
  • The integration settings allow customer creation or linking
  • The CRM user has permission to view and update the object
For payment providers, verify:
  • The customer has the expected invoicing entity
  • The payment-provider account for that invoicing entity is connected
  • A payment method or checkout flow has created the external customer when required

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When to contact support

Contact support if:
  • You cannot see or change the provider link from Hyperline
  • The same external record is linked to multiple Hyperline customers
  • A quote or subscription was created on the wrong customer
  • Retrying the sync keeps targeting the wrong external record