Most problems with the HubSpot connection show up in one of three places: the box Connection health in Settings, then Integrations, the installation page, or the history of the HubSpot workflow that ran a MemberArea step. This article goes through them in that order.
The connection health box
Open Settings, then Integrations, and click the HubSpot row. The dialog shows the box Connection health with a badge for the state the connection is in.
| Badge | What it means | What to do |
|---|---|---|
| Active | HubSpot answered and the access MemberArea holds is valid | Nothing |
| Reconnect required | HubSpot no longer accepts that access, for example because the app was removed in HubSpot | Press Reconnect in the box |
| Wrong portal | The access answers for a different HubSpot account than the one stored here | Press Reconnect in the box |
| Not reachable | HubSpot did not answer the check | Press Check again in a moment |
Under the badge the box names the connected account and its portal ID, then lists every permission the account granted. These notes can appear below:
- The HubSpot connection has expired: HubSpot no longer accepts the access MemberArea holds. Contacts do not sync and the MemberArea steps in your workflows do not run until you reconnect.
- Permissions are missing: a required permission is absent, and the note names each one. Parts of the sync stay off until you reconnect and confirm the requested permissions.
- Workflow actions are off: the optional automation permission was not granted, so the MemberArea steps do not appear in your HubSpot workflows. Everything else keeps working.
Each of these notes has a Reconnect button. HubSpot asks for the permissions again, and you come back to Integrations.
The result is kept for 15 minutes, so the line at the bottom of the box usually shows the time of the last check. Check again asks HubSpot straight away. Three fresh checks a minute are allowed. After that the box says Checked a moment ago, showing the last result.
When the connection was interrupted, the HubSpot row in Integrations reads Disconnected, and the dialog says This connection was interrupted. Reconnect to keep the data in sync. Press Reconnect there. Nothing that already reached HubSpot is lost.
"Connecting the account failed."
This red note appears at the top of Integrations when you came back from HubSpot without a connection. The line below it gives the reason:
| Reason | What to do |
|---|---|
| HubSpot authorisation was cancelled. | The HubSpot dialog was closed or declined. Connect again and confirm it. |
| HubSpot account … is already connected to another MemberArea business. | One HubSpot account belongs to one workspace. Disconnect it in the other workspace first. |
| HubSpot did not tell us which account was connected. | Connect again and pick an account in the HubSpot dialog. |
| Missing OAuth state or code. | HubSpot sent you back without a result. Connect again. |
| HubSpot did not return an access token. | HubSpot did not finish the connection. Connect again in a moment. |
If more than 15 minutes pass in the HubSpot dialog, you land on your list of workspaces instead and nothing is connected. Open your workspace and connect again.
On the installation page
These messages appear when you install the app from an installation link.
"This installation link is no longer valid. Links stay open for 15 minutes." More than 15 minutes passed, or you opened the page in a different browser than the one you started the installation in. The link only works in the browser that went through the HubSpot dialog. Open the installation link again in one browser and finish it there.
"This HubSpot account is already connected": the account belongs to a workspace you have no access to. Ask the owner of that workspace to disconnect it there.
"HubSpot account … is already connected to another MemberArea workspace.": the account belongs to another workspace of yours. Disconnect it in that workspace first, then install again.
"Confirm that HubSpot account … may be disconnected before this one takes its place.": the workspace you picked already has a different HubSpot account. Tick Replace the current account to swap it, or pick another workspace.
"Create a workspace to finish the installation": your account has no workspace yet. Press Create a workspace, then open the installation link again.
A HubSpot step in an automation failed
Open the automation and look at its Run history. A run with a failed HubSpot step reads Failed and gives the reason:
| Reason | What to do |
|---|---|
| No HubSpot connection is selected on this step. Pick one in the editor. | Open the step and choose the connection under Integration. |
| The HubSpot connection has expired. | Press Reconnect in Settings, then Integrations. |
| HubSpot did not accept the contact. | Check the member's email address and the permissions in Connection health. For Set Contact Property, check that the value fits the property, for example the internal value of a dropdown option. |
| HubSpot did not add the contact to the list. | Check that the list still exists in HubSpot and is a static list. |
| HubSpot did not remove the contact from the list. | Check that the list still exists in HubSpot and is a static list. |
A member without an email address, a list step with no list picked, or a Set Contact Property step with no property picked does not fail the run. The step finishes with a note that nothing was sent, for example No HubSpot property is selected on this step.
A MemberArea step in a HubSpot workflow failed
When a MemberArea action cannot do its work, the step is marked as failed in the HubSpot workflow with a code and a sentence that says what to do. The workflow carries on with the next step, so one contact does not hold up everyone behind them. If MemberArea itself has a short outage, HubSpot tries the step again later.
| Code | What happened | What to do |
|---|---|---|
PORTAL_NOT_CONNECTED |
The HubSpot account is not connected to any workspace | Connect HubSpot in the workspace it belongs to, under Settings, then Integrations |
WORKSPACE_MISSING |
The workspace behind the HubSpot account no longer exists | Connect the HubSpot account to a workspace that exists |
EMAIL_MISSING |
The contact has no email address | Add one to the contact, or fill in Email address in the step |
MEMBER_LIMIT_REACHED |
The plan has reached its number of members | Upgrade the plan and run the step again |
MEMBER_NOT_CREATED |
The member could not be created | Check the email address on the contact |
COURSE_MISSING |
The step has no course ID | Fill in Course ID |
COURSE_NOT_FOUND |
No course with that ID in this workspace | Copy the ID from the course address again |
COURSE_NOT_PUBLISHED |
The course is a draft | Publish the course |
PRODUCT_MISSING |
The step has no product or bundle ID | Fill in the ID |
PRODUCT_NOT_FOUND |
No product or bundle with that ID in this workspace | Copy the ID from the product or bundle address again |
PRODUCT_NOT_PURCHASABLE |
Create checkout link: the product is inactive or has no price that can be bought | Activate the product and give it a price |
PRICE_NOT_FOUND |
Create checkout link: the price belongs to another product or is no longer active | Leave Price ID empty for the default price, or pick a price of this product |
WORKSPACE_DOMAIN_MISSING |
Create checkout link: the workspace has no web address | Set the domain in Settings |
GROUP_MISSING |
The step has no group ID | Fill in Group ID |
GROUP_NOT_FOUND |
No group with that ID in this workspace | Copy the ID from the group address again |
GROUP_IS_SYSTEM |
The step points at the automatic "All members" group | Pick a different group |
GROUP_FULL |
The group has reached its member limit | Raise the limit in Audience, then Groups |
TAG_MISSING |
The step has no tag | Fill in Tag |
TAG_NOT_FOUND |
Remove tag: no tag of that name in this workspace | Check the spelling of the tag name |
FIELD_MISSING |
The step has no member field | Fill in Member field |
FIELD_NOT_FOUND |
No member field of that name in this workspace | Check the spelling against Audience, Fields tab |
FIELD_TYPE_NOT_SUPPORTED |
The field is a multi-select or an upload field | Pick a field of another type |
INVALID_VALUE |
The value does not fit the field, for example text in a number field | Correct the value or the HubSpot property it comes from |
AUTOMATION_MISSING |
The step has no automation ID | Fill in Automation ID |
AUTOMATION_NOT_FOUND |
No automation with that ID in this workspace | Copy the ID from the automation address again |
AUTOMATION_DISABLED |
The automation is switched off | Switch it on in Automations |
AUTOMATION_NOT_PUBLISHED |
The automation has never been published | Publish it |
AUTOMATION_NO_TRIGGER |
The automation has no trigger | Add the trigger Started from a HubSpot Workflow and publish again |
Where to find the IDs is described in Using MemberArea actions in a HubSpot workflow.
An automation does not start from HubSpot
Go through these in order:
- The automation is published and switched on in Automations.
- The connection reads Active in Connection health. While it needs a Reconnect, nothing from HubSpot arrives, and changes made in the meantime do not start anything afterwards.
- For HubSpot Contact Property Changed: only the lifecycle stage and the
lead status are reported. New value has to be the internal value, such
as
customer, spelled exactly like in HubSpot. - For Started from a HubSpot Workflow: look at the history of the HubSpot
workflow. A failed Start automation step names the reason with one of
the
AUTOMATION_codes above.
How the triggers work is described in Starting automations from HubSpot.
The access came back after I revoked it
It never went away. Access the member paid for survives Revoke access: an order for the product keeps what it unlocked. Refund or cancel the order if the access really has to go.