How to troubleshoot HubSpot sync issues with SourceLoop

If a HubSpot sync isn’t behaving as expected, run through this checklist in order. Most problems fall into one of six buckets.

Before you start

Have these open:

• SourceLoop’s HubSpot card at Setup -> CRM -> HubSpot (showing Last sync timestamp + connection status)
• HubSpot’s Connected Apps page at Settings -> Account -> Integrations -> Connected Apps (to verify SourceLoop is authorised)
• Optional: the Overview tab of the HubSpot drawer, which shows the most recent sync errors

Step 1: Check the connection status

1. Open Setup -> CRM -> HubSpot in SourceLoop.
2. Look at the card status:
   • Connected + recent Last sync timestamp → connection is healthy; the issue is downstream
   • Connected + stale Last sync (more than an hour ago) → the sync is stuck
   • Token expired → the OAuth token couldn’t be refreshed; reconnect required
   • Disconnected → not connected; run the connect flow

For each state, jump to the matching section below.

Step 2: For ‘Token expired’ or ‘Disconnected’

1. Click Reconnect on the HubSpot card.
2. SourceLoop runs the OAuth flow with HubSpot again. Sign in if prompted.
3. Authorise SourceLoop on HubSpot’s consent screen.
4. You’re returned to SourceLoop. The card flips to Connected.

If reconnect fails immediately:

• “App not authorised” → SourceLoop was removed from HubSpot’s Connected Apps. The reconnect should re-add it.
• “User does not have access” → the user authorising the connection needs Super Admin or Account Access permission in HubSpot. Sign in as a user who does.
• “Scope rejected” → HubSpot blocked one or more requested scopes (rare; usually a HubSpot side restriction). Email [email protected] with the exact error.

Step 3: For a stuck sync (Connected but Last sync is hours old)

1. Open the HubSpot drawer under Setup -> CRM and check the Overview tab, which lists the most recent errors to see the most recent failure.
2. Common errors and fixes:
   • HTTP 401 (Unauthorized) → token expired between scheduled runs. Click Reconnect.
   • HTTP 403 (Forbidden) → a scope you previously had is no longer granted. Reconnect with a user that has the missing scope.
   • HTTP 429 (Rate limit exceeded) → HubSpot is throttling. SourceLoop backs off automatically; the next scheduled run (within 15 minutes) usually picks back up.
   • Network timeout → temporary; will retry on the next cycle. If it persists for more than 24 hours, email us.
3. To force a sync now instead of waiting for the next scheduled cycle, click Resync at the top of the HubSpot drawer.

Step 4: For missing contacts

If sync looks healthy but specific contacts aren’t appearing in SourceLoop or aren’t getting SourceLoop properties written, walk through these:

1. Email mismatch. SourceLoop matches contacts to HubSpot by email. Open the contact in HubSpot and check the email is identical (case-insensitive) to what SourceLoop captured. Email aliases (e.g., [email protected] vs [email protected]) count as different contacts.
2. Contact created before connection. SourceLoop only brings in older HubSpot contacts who are linked to deals or already known to SourceLoop. Turn on Add contacts Sourceloop has not seen on the Sync tab, then click Resync at the top of the drawer.
3. Exclude / include lists. Some HubSpot accounts have list-based sync filters configured on SourceLoop. Open the HubSpot card and check the Sync Filters tab.
4. HubSpot list membership. If the contact is in a HubSpot list that’s set as Exclude in the sync filters, they won’t sync.

Step 5: For “contacts sync but no properties update”

If contacts are appearing but their UTM / source / lifecycle properties aren’t getting populated:

1. Confirm Outbound sync is enabled on the HubSpot card.
2. Open the Fields tab. Confirm SourceLoop’s fields are mapped. See Push UTMs to HubSpot for what should be there by default.
3. For each mapping, confirm direction is outbound or bidirectional, not inbound (inbound mappings only read; they don’t write).
4. Confirm the target HubSpot property actually exists. Open HubSpot at Settings -> Properties and search for the property’s API name. If it doesn’t exist, the auto-create may have failed (e.g., due to scope issues). Create it manually in HubSpot or remap to an existing property.

Step 6: For “pipelines not loading”

When inbound sync runs but pipelines and deal stages aren’t appearing in SourceLoop:

1. The connecting HubSpot user needs crm.objects.deals.read and crm.pipelines.deals.read scopes. These are normally requested at OAuth time. If a HubSpot admin restricted these scopes for your user, you’ll need to either get the restriction lifted or have someone else with full access run the reconnect.
2. Click Reconnect with a Super Admin user.

Step 7: How to disconnect

If you need to fully remove the HubSpot integration:

1. Open the HubSpot card in SourceLoop’s CRM tab.
2. Open the Overview tab and click Disconnect.
3. Confirm.

SourceLoop stops syncing immediately, revokes the OAuth token, and clears the cached property schema. Your existing SourceLoop data (contacts, conversions, dashboards) stays intact, only future HubSpot syncs are paused. You can reconnect any time.

For a full app removal on HubSpot’s side, also go to HubSpot Settings -> Integrations -> Connected Apps, find SourceLoop, and click Disconnect. This is optional, the OAuth revocation from SourceLoop’s side already invalidates the token.

When to email support

If you’ve worked through the checklist and the sync still isn’t healthy, email [email protected] with:

• The HubSpot card’s current status
• The most recent error message from the sync log
• Your HubSpot portal ID (visible on the HubSpot card)
• Approximate time the issue started

We’ll dig in from our side and respond within one business day.