Resolving owner sync issues
Last updated: August 6, 2026
Owner Sync flags anything it cannot resolve on its own rather than guessing. This article covers where those records appear, what each status means, and how to clear them.
For how the feature works, see CRM Owner Sync — Feature Overview.
The Issues tab
Go to Settings → Organization → Integrations → your CRM → Advanced settings → Issues.
It is split into Accounts, Contacts, and Tasks. Each row shows the record, the owner in Topo, the last owner seen in your CRM, and a link straight through to the record in your CRM. You can filter by status.
What each status means
Status | What it means |
|---|---|
Conflict | Both Topo and your CRM changed the owner since the last sync, so pushing either side would overwrite the other. Choose which side wins to resolve it. |
Blocked mapping | Topo's owner cannot be pushed to your CRM, because it maps to no CRM user, to a deactivated one, or because several Topo users share one CRM user. Fix the user mapping and it clears automatically. |
Pending | The change has not reached your CRM yet. It retries automatically on the next sync. |
Failed | The last push failed. It retries on the next sync, or the next time the record is reassigned. |
CRM owner unresolved | A CRM owner could not be matched to a user. Try refreshing your owner mappings. If it still does not resolve, that CRM user may have been deleted. |
How to resolve a record
For each row you can choose:
Adopt CRM owner, take your CRM's owner into Topo.
Keep Topo owner, push Topo's owner out to your CRM.
Clear owner, remove the owner.
For Blocked mapping records the fix is usually simpler: add the missing user mapping under Owners → User mapping. A check runs on every mapping change, so blocked records clear on their own once the mapping is right.
What Topo fixes on its own, and what it will not
Topo runs a full check once a day, around 05:30 UTC. It re-checks the live owner in your CRM, retries anything Pending, and re-evaluates Blocked records. That catches most temporary problems, for example a brief connection issue, without anyone doing anything.
Conflicts never resolve themselves. No background process picks a winner, because doing so risks overwriting the wrong person's ownership. There is one exception: if both sides happen to end up on the same owner, the conflict heals itself.
Two things worth knowing:
Changing your sync settings does not clear an existing backlog. Records already flagged stay flagged until someone resolves them here.
Turning owner sync off resets each record's sync state in the background. Turning it back on starts from a clean slate and runs the first-run flow again.
Quick troubleshooting checklist
If ownership is not syncing the way you expect, check in this order:
Is the CRM connected and active?
Is Owner Sync switched on? And for tasks, is "Set the task owner to its assignee" on, with task sync enabled?
Is the user mapped? A missing or wrong mapping is by far the most common cause.
Is the record in Conflict? If so, resolve it here.
Is the record showing Partial sync? Then it does not exist in your CRM yet, and it will sync once the lead is in a sequence and the first step has run.
Give it a moment. Custom owner fields sync every few minutes rather than instantly.
Situations Topo handles for you
A teammate leaves your organisation. Their ownerships are cleared in Topo, and that clearance is never pushed to your CRM, so your CRM keeps its owner. Their mapping turns Stale and is treated as unmapped until re-mapped.
A CRM user is deactivated in your CRM. Their mapping shows Deactivated in CRM. They are never a push target and are ignored coming in. If they were one of two CRM users mapped to a teammate, the remaining active one becomes the default automatically.
Your CRM rejects a change as an invalid owner. Topo archives that mapping and marks the record Blocked. It never disconnects the integration and never retries forever.
A record is merged or deleted in your CRM. Topo skips it for that cycle, works out the new link, and settles on the surviving record's owner on the next pass. A deletion in your CRM never unassigns anything in Topo.
Sequences cannot steal an owned record. With your CRM as the source of truth, assignment rules only fill records that have no valid owner. With Topo as the source of truth, assignment rules deliberately win.
Two people change the same owner at once. Topo spots the collision, refreshes, and tells you: "This owner just changed in your CRM. We refreshed the latest values, review and try again."
Everything already agrees. Topo does nothing rather than making needless updates, and quietly tidies its own bookkeeping if that has drifted without changing the actual owner.