In this article:
Overview
If you expect to see an account as an overlap but do not, it does not necessarily mean something is broken. Crossbeam identifies overlaps using specific matching logic. If any part of that logic doesn't align on both sides of the partnership, the overlap won't appear.
In most cases, this is caused by one of the following:
Website domains do not match
One or both account records are missing a website domain
The account record isn't included in a shared Population
Use the troubleshooting steps below to identify the root cause.
✍️ Note
Crossbeam cannot view or disclose a partner's Population configuration due to data-sharing limitations. You will need to coordinate with your partner to verify their setup.
Common Causes
Website Domain Mismatch
Crossbeam primarily matches accounts using website domains. If the domains differ, the accounts won't match.
These will match:
acme.comwww.acme.comhttps://acme.com
These will not match:
shop.acme.comandacme.comacme.comandacme.net
Missing Website Domain
If a website domain is not available, Crossbeam falls back to matching by company name.
Company names are normalized before matching by removing punctuation, common business suffixes (such as "Inc." or "LLC"), and accent characters. However, abbreviations, trade names, or alternate spellings may still prevent a match.
🤓 Learn more in Understanding Crossbeam Matching.
Account Record Not Included in a Shared Population
An account must be included in a shared Population for both organizations before it can appear as an overlap.
If the account doesn't meet a Population's filters or the Population isn't shared with your partner, the overlap won't appear.
Troubleshooting Steps
Step 1: Search for the account
From the side navigation in Crossbeam, use the search bar to open the account record detail page.
From the account record page, confirm:
The account belongs to a Population
If it shows No Populations, it won't appear as an overlap
The website domain imported into Crossbeam
The company name imported into Crossbeam
Ask your partner to search for the same account in their Crossbeam account. The account record must belong to a shared Population on both sides before an overlap can appear.
Step 2: Confirm the account Is in a Shared Population
Navigate to Data → Populations
Click on the relevant Population to open it
Review the Population filters
Confirm the account meets the Population's filter criteria, then click the Close button
Confirm the Population is shared with the correct partner:
Click the three-dot menu, select Partner-specific Sharing
Search the partner name in the table and confirm the Population is shared
If needed, update the Population filters and allow the changes to sync.
Learn more: How to Edit a Population
✍️ Note
Both organizations must include the account record in a shared Population for the overlap to appear. Ask your partner to verify the same on their side.
Step 3: Compare Website Domains
If the account record is included in a shared population, verify the website domain.
Open the account record in Crossbeam
Note the value in the Website field
Ask your partner to confirm the domain value they have for the same account
If the domains differ, update the value in your CRM and wait for the next sync to complete.
Crossbeam automatically normalizes common formatting differences such as https://, www., and trailing slashes before matching. However, true subdomains (for example, shop.acme.com) and different top-level domains (for example, acme.net) are treated as different domains.
Step 4: Compare Company Names
If neither side has a website domain, Crossbeam attempts to match using company names.
Review the Company Name value in Crossbeam
Ask your partner to confirm the company name they have for the same account
If the names differ significantly, update the value in your CRM and allow the next sync to complete.
Step 5: When to Contact Support
If you've confirmed that:
The account record exists in shared Populations on both sides
The website domains match, or the company names align when a website domain isn't available
and the overlap still does not appear, contact Crossbeam Support with:
The account name
The website domain
The partner organization name
Screenshots showing the account record in your shared Population