1. [Help](https://nuvia.ai/en/docs) 2. [Integrations](https://nuvia.ai/en/docs/colecoes/19378002-integrations) 3. [HubSpot](https://nuvia.ai/en/docs/colecoes/19431232-hubspot) # Troubleshooting the HubSpot integration The most common symptoms of the HubSpot integration, with their cause and fix. Available on Platform > Integrations > HubSpot > History Who can do it Admin Module: Platform Updated on September 9, 2026 [HubSpot](https://nuvia.ai/en/docs/colecoes/19431232-hubspot) 1. [How to set up the HubSpot integration](https://nuvia.ai/en/docs/artigos/14501908-how-to-set-up-the-hubspot-integration) 2. [How to sync contacts and deals between Nuvia and HubSpot](https://nuvia.ai/en/docs/artigos/14590403-how-to-sync-contacts-deals-nuvia-hubspot) 3. [What Nuvia syncs with HubSpot and when](https://nuvia.ai/en/docs/artigos/16473526-what-nuvia-syncs-with-hubspot-and-when) 4. [How to map fields between Nuvia and HubSpot](https://nuvia.ai/en/docs/artigos/16474177-how-to-map-fields-between-nuvia-and-hubspot) 5. [Troubleshooting the HubSpot integration](https://nuvia.ai/en/docs/artigos/16474434-troubleshooting-hubspot-integration) 6. [How to send Nuvia WhatsApp templates straight from a HubSpot workflow](https://nuvia.ai/en/docs/artigos/15879535-send-nuvia-whatsapp-templates-from-hubspot-workflow) 7. [How to enroll leads/contacts in Nuvia campaigns directly from a HubSpot workflow](https://nuvia.ai/en/docs/artigos/15879734-enroll-contacts-nuvia-campaigns-from-hubspot-workflow) On this page 1. Always start with the History 2. Fields stopped going to HubSpot, with no visible error 3. The same contact became two records in HubSpot 4. The same contact showed up with two deals in HubSpot 5. HubSpot contacts are not reaching Nuvia 6. The deal does not change stages in HubSpot 7. The conversation does not move forward when I move the deal in HubSpot 8. HubSpot errors and what to do 9. Frequently asked questions **On this page9 sections** 1. Always start with the History 2. Fields stopped going to HubSpot, with no visible error 3. The same contact became two records in HubSpot 4. The same contact showed up with two deals in HubSpot 5. HubSpot contacts are not reaching Nuvia 6. The deal does not change stages in HubSpot 7. The conversation does not move forward when I move the deal in HubSpot 8. HubSpot errors and what to do 9. Frequently asked questions **Available on:** Platform > Integrations > HubSpot > History **Who can do it:** Admin **Module:** Platform ## Always start with the History Almost every sync problem has a record in the **History** tab, inside the integration. That is where the diagnosis comes from. 1. In **Platform > Integrations > HubSpot**, click **Configure** and open the **History** tab 2. Search by the contact's name, phone number, or ID; the field also accepts conversation IDs and HubSpot IDs 3. Filter by **Status: Failed** or **Partial** to see only what went wrong 4. Click the event to open the details panel In the details, the **Error** section shows the cause in plain language with the HubSpot code next to it, plus the original text returned by HubSpot. Important the history is kept for **7 days** and the integration **does not send alerts** when something fails. A problem that started two weeks ago no longer has a record, so it is worth checking the History regularly, especially after changing fields or stages. ## Fields stopped going to HubSpot, with no visible error **What you see:** a contact was updated in Nuvia, nothing changed in HubSpot, and no message appeared on screen. **Most common cause:** a **dropdown** or **multiple choice** field with a value that does not exactly match the property's options in HubSpot. A difference in capitalization, accents, or spaces is enough. When this happens, HubSpot **rejects the entire record**; all the other fields for that contact are not saved either. **How to confirm:** in the **History**, the event appears with status **Failed** or **Partial** and the message “The value sent is not one of the options accepted by property X in HubSpot.” **How to fix it:** 1. Open the property in HubSpot and copy the exact text of the options 2. In Nuvia, adjust the field options so they are identical 3. Change a test contact and confirm in the History that the status is back to **Success** Note sending is separated by object: contact, deal, and lead go in independent requests. That is why the status can be **Partial**: the contact was saved and the deal was rejected, or the other way around. What went through stays saved. ## The same contact became two records in HubSpot **Cause:** before creating a contact, Nuvia looks for the record in HubSpot by **phone number** and by **email**. The phone search covers the number in international format, with and without a space after +55. If the number is stored in HubSpot in another format, the search does not find it and a new contact is created. Formats the search does **not** find: - (11) 99999-9999 with parentheses and a hyphen - 11999999999 without the country code - A number with the ninth digit on one side and without it on the other - Numbers from other countries stored in local format **How to fix it:** 1. Standardize the phone numbers in HubSpot to international format (+5511999999999) 2. Fill in the contacts' **email** in Nuvia whenever possible; when there is an email, it takes priority over the phone number in the search and the matching is much more accurate 3. Merge the duplicate records in HubSpot itself Note Nuvia already has protection against duplicates caused by HubSpot delays. When the search does not find the contact on the first try, it waits about **30 seconds** and searches again before creating it, because HubSpot takes a few moments to index a newly created contact. ## The same contact showed up with two deals in HubSpot **Cause:** in Nuvia, a contact is unique by phone number within the account; **talking to two different inboxes does not duplicate the contact**. The deal, on the other hand, is linked to the **conversation**. Before creating a new deal, Nuvia looks in HubSpot for a deal already associated with that contact **in the same pipeline** and reuses that record. In other words: two conversations from the same contact mapped to the **same pipeline** share the same deal. Two deals appear when: - The conversations are mapped to **different pipelines** in HubSpot - The contact **was not yet linked** to a HubSpot record when the deal was created - The lookup of deals associated with the contact failed at that moment **How to fix it:** in the **Funnels** tab, review which stages have the **Deal** toggle on and which HubSpot pipelines they point to. If the goal is a single deal per customer, keep deal creation in a single stage and a single pipeline. Deals that are already duplicated need to be merged in HubSpot. ## HubSpot contacts are not reaching Nuvia **Likely cause:** the contact's phone number in HubSpot has no country code or is in a format Nuvia cannot interpret. Contacts with an invalid phone number are discarded on the way in, and this **does not create a record in the History**. **How to fix it:** 1. Open the **Advanced** tab and find **Phone settings** 2. Select the **default country code** for your operation (for example, +55 - Brasil). The setting is saved automatically when you select it 3. Check that the contact has a phone number filled in in HubSpot; contacts without a phone number are not created in Nuvia How the default country code works: - It only applies to numbers that **come from HubSpot** without a country code - It is only applied when the number has **11 digits or fewer** and does not already start with that country code - Numbers that already arrive in international format (with +) are not changed - For Brazil, an 8-digit number starting with 6, 7, 8, or 9 gets the ninth digit added automatically - Numbers with fewer than 8 digits are discarded Important the default country code **only works on the way in**, on numbers that come from HubSpot. It **does not change** the phone number Nuvia sends to HubSpot; on the way out, the country code and number go exactly as they are stored in the Nuvia contact. If phone numbers go out in the wrong format, fix them in the contact record, not in this setting. Leaving the **None (detect automatically)** option makes Nuvia try to guess the country from the first digits of the number, which can be wrong for numbers without a country code. If your operation is mostly in Brazil, set +55 explicitly. ## The deal does not change stages in HubSpot Check in this order: 1. **Is there a mapping?** In the **Funnels** tab, confirm there is a row linking that funnel stage to the HubSpot deal stage 2. **Is the deal closed?** Nuvia does not move a deal already marked as won or lost in HubSpot 3. **Is the stage before the current one?** Nuvia does not move the deal backward. If the deal is already at a later stage, the move is ignored 4. **Is the conversation linked to a deal?** Without a link, there is nothing to move Items 2 and 3 are intentional safeguards; in these cases the deal stays as it is and the event is recorded in the History without an error. ## The conversation does not move forward when I move the deal in HubSpot **Cause:** by default, each mapping row is **Nuvia → HubSpot**, meaning outbound only. **How to fix it:** in the **Funnels** tab, change the **Direction** column for that stage to **↔ Bidirectional** (the same as turning on **Hubspot → Nuvia** for that row). The conversation also needs to be linked to a deal. ## HubSpot errors and what to do Message in the HistoryWhat it meansWhat to do **Value is not one of the accepted options** Selection field with a value outside the property's options Make the option text match in both systems **Property is read-only** The property is calculated by HubSpot and cannot be written to Remove this field from the mapping **The property does not exist in HubSpot** The property was deleted or renamed in HubSpot Run **Advanced > Sync fields** and redo the mapping **Phone number is not valid for the country code** HubSpot does not accept the number sent Fix the phone number in the contact record in Nuvia **The HubSpot connection has expired** The authorization needs to be renewed Reconnect the account in **Platform > Integrations > HubSpotDuplicate contact in HubSpot** A record with that unique value already exists Merge the duplicates in HubSpot **Rate limit reached** Volume above what HubSpot accepts at that moment Nothing to do — Nuvia retries automatically **Service unavailable** Instability on HubSpot's side Wait and check the History later ## Frequently asked questions ## Frequently asked questions **How do I know the integration is healthy without opening the History all the time?** There is currently no automatic alert for sync failures. Monitoring is done in the **History** tab, filtering by **Failed** and **Partial**. Since records last 7 days, a weekly check covers the whole available window. **A contact disappeared from HubSpot. Did Nuvia delete it?** No. Nuvia never deletes records in HubSpot, and deletions are not propagated in either direction; deleting on one side does not delete on the other. **How do I force a contact to resync?** Edit any mapped field of the contact in Nuvia. The change triggers a new send. **The event shows as “Attempt 2 of 3”. What does that mean?** Each send has up to 3 attempts in total, the original send plus two retries, with a wait of about 5 seconds and then 15 seconds. If the failure is a validation error, a value HubSpot rejects, all three attempts fail the same way, because the data sent is the same. Retrying only solves temporary instability. **I found the problem and fixed it. Will the old data sync on its own?** No. The fix applies to future sends. To resend records that failed, edit the affected contacts or re-import the corresponding list. [PreviousHow to map fields between Nuvia and HubSpot](https://nuvia.ai/en/docs/artigos/16474177-how-to-map-fields-between-nuvia-and-hubspot) [NextHow to send Nuvia WhatsApp templates straight from a HubSpot workflow](https://nuvia.ai/en/docs/artigos/15879535-send-nuvia-whatsapp-templates-from-hubspot-workflow) Was this article helpful? ## Related articles - [How to set up the HubSpot integration](https://nuvia.ai/en/docs/artigos/14501908-how-to-set-up-the-hubspot-integration) - [How to sync contacts and deals between Nuvia and HubSpot](https://nuvia.ai/en/docs/artigos/14590403-how-to-sync-contacts-deals-nuvia-hubspot) - [What Nuvia syncs with HubSpot and when](https://nuvia.ai/en/docs/artigos/16473526-what-nuvia-syncs-with-hubspot-and-when) [HubSpot](https://nuvia.ai/en/docs/colecoes/19431232-hubspot) 1. [How to set up the HubSpot integration](https://nuvia.ai/en/docs/artigos/14501908-how-to-set-up-the-hubspot-integration) 2. [How to sync contacts and deals between Nuvia and HubSpot](https://nuvia.ai/en/docs/artigos/14590403-how-to-sync-contacts-deals-nuvia-hubspot) 3. [What Nuvia syncs with HubSpot and when](https://nuvia.ai/en/docs/artigos/16473526-what-nuvia-syncs-with-hubspot-and-when) 4. [How to map fields between Nuvia and HubSpot](https://nuvia.ai/en/docs/artigos/16474177-how-to-map-fields-between-nuvia-and-hubspot) 5. [Troubleshooting the HubSpot integration](https://nuvia.ai/en/docs/artigos/16474434-troubleshooting-hubspot-integration) 6. [How to send Nuvia WhatsApp templates straight from a HubSpot workflow](https://nuvia.ai/en/docs/artigos/15879535-send-nuvia-whatsapp-templates-from-hubspot-workflow) 7. [How to enroll leads/contacts in Nuvia campaigns directly from a HubSpot workflow](https://nuvia.ai/en/docs/artigos/15879734-enroll-contacts-nuvia-campaigns-from-hubspot-workflow) ## Still need help? Customers reach support through the chat inside the platform. Not a customer yet? Talk to our team. [Talk to support in the platform](https://app.nuvia.ai) [I'm not a customer yet](https://nuvia.ai/en/contact) --- Source: https://nuvia.ai/en/docs/artigos/16474434-troubleshooting-hubspot-integration