(For upgrading to the current Creditsafe Business Intelligence Plus connector)


This guide covers the most common issues customers or internal teams face when migrating from the old Italian-built connector to the new global connector — and how to resolve them quickly.


1. The Old Connector Still Appears After Installation


Symptoms

  • Creditsafe appears twice in Connected Apps
  • Matching or enrichment doesn’t work
  • Monitoring panel missing

Cause

The Italian connector was not fully uninstalled before installing the new version.

Fix

  1. Go to Settings → Integrations → Connected Apps
  2. Find the old Creditsafe connector
  3. Select Actions → Uninstall
  4. Type “uninstall” to confirm
  5. Refresh the page and confirm only one Creditsafe app remains


2. Missing or Incorrect Data After Migration

Symptoms

  • Creditsafe fields are blank
  • Company records no longer show Creditsafe ID
  • Enrichment does not populate correctly

Cause

Either:

  • Data was not exported before uninstalling the old connector
  • The fields were not mapped correctly in the mapping sheet
  • Incorrect or incomplete SoftSales mapping configuration

Fix

  1. Re‑export company data:
    CRM → Companies → Export
    Use Advanced Filters (e.g., “Creditsafe ID”) if needed.

  2. Check mapping sheet values:

    • Ensure all required HubSpot properties are present
    • Confirm Yes/No toggles are set correctly

  3. Re-import cleaned data into CRM → Companies → Import → File
    Map file columns to HubSpot properties.


3. Cannot Install the New Connector


  • Installation link doesn’t work
  • Authentication fails
  • SoftSales ID rejected

Causes

  • Incorrect installation URL
  • Missing or invalid SoftSales ID
  • Wrong API credentials used

Fix

  1. Use the correct installation URL:
    Production:
    https://www.creditsafe.com/hubspot/production/install.html

  2. Ensure you are logging in with:

    • Creditsafe API username + password
    • SoftSales ID provided after mapping sheet submission

  3. If the SoftSales ID fails:

    • Confirm the mapping sheet was emailed to:
      databridge@softsalesconsulting.com
    • Ensure the correct sheet version was used
    • Request SoftSales to reissue your ID


4. Records Not Matching Correctly

Symptoms

  • Matching returns no results
  • Wrong company matched
  • “Creditsafe ID” not created for imported companies

Causes

  • Missing mandatory properties (Country Code, Country Region)
  • Records not re-imported after data clean
  • Incorrect or inconsistent Safe Numbers in the file

Fix

  1. Verify that Country Region Code + Country Region have valid ISO codes.
    (Required for matching)

  2. Refresh your data via:
    CRM → Companies → Import → File

  3. Use filters to isolate mismatched records:

    • Creditsafe ID is known → shows matched
    • Creditsafe ID is unknown → shows unmatched

  4. Manually match using the Creditsafe panel if needed.


5. PDFs Not Attaching or Not Downloading

Symptoms

  • PDF report does not appear under attachments
  • “Existing file in HubSpot” shows an empty list

Causes

  • Customer downloaded the report but didn’t attach it
  • Using the wrong connector (Italian version)
  • Browser restrictions

Fix

The correct workflow (new connector):

  1. Actions → PDF Report → Download
  2. Scroll to Attachments
  3. Select Add → Existing file in HubSpot
  4. Choose the recently downloaded PDF

If PDFs still don’t appear:

  • Confirm the new global connector is installed
  • Uninstall the Italian connector if still present


6. Monitoring Not Appearing or Not Triggering

Symptoms

  • Monitoring tab is empty
  • “Monitoring Rule” or “Event Date” not populated
  • No alerts received

Causes

  • Company was not added to monitoring
  • Old connector still installed
  • Monitoring fields not populated due to mapping issues

Fix

  1. Add a company to monitoring via either:

    • Actions → Add to Portfolio
    • OR open Properties → Monitoring = Yes

  2. Refresh and check:
    Credit Safe Monitoring → Monitoring Rule / Event Date

  3. Confirm all monitoring rules are enabled (default behaviour).


7. Users Cannot See Creditsafe Fields

Symptoms

  • Creditsafe fields not visible in a record
  • Creditsafe card missing
  • Properties appear in French

Causes

  • Layout not configured
  • User hasn’t customised their company page
  • Legacy French labels from original connector

Fix

  1. From any company record:
    Actions → View All Properties

  2. Add fields to a card using:
    Actions → Customise Properties

  3. Language labels can be updated manually in the property settings if needed.