📌 Important to note
This article relates to Planhat's legacy HubSpot integration.
For help troubleshooting Planhat's current HubSpot integration, please see this article.
If you have noticed that data from HubSpot isn't syncing to Planhat as you would expect then you have come to the right place! We have listed several steps that you can take to try and troubleshoot the issue and if none of those steps resolves your issue then please reach out to support 😃
Troubleshooting Steps
Closed won stages by pipeline: If an account isn't syncing to Planhat, check that the account is in one of the pipelines that have been selected to sync to Planhat.
Sync direction: Make sure the sync direction is set to "Receive from HubSpot" or "Both directions".
Filters: Under the "Deal" object on the HubSpot integration settings page in Planhat you have the option to add filters, make sure the deal matches the filter.
Values in a list/multipicklist field are not appearing: If you're syncing a list or multipicklist field you need to make sure the values in those fields match in both HubSpot and Planhat. For example, if you're syncing the value "apple" from HubSpot, then the field in Planhat that you're syncing to also needs to have the value "apple".
It's also important to note that we match the list values in Planhat against the internal values in HubSpot, not the labels.
The account owner isn't syncing: Confirm that the account owner (user) exists in Planhat with the same email address.
Deal: A company must have at least one closed won deal in the correct pipeline. That deal should have a value that's 0 or more in the MRR (or ARR) value field and it must have a valid date in the "Start Date" field.
ExternalId: If the HubSpot integration is syncing the external Id then the company external Id shouldn't already exist in Planhat in another company.
Currency: Under "Deal" a default currency must be selected.
Mapped a new field and the data isn't syncing: When you map a new field on the HubSpot integration settings page, we will sync any updates made to that field going forwards. If you would like to sync all of the current data, then you would need to use the "Fetch All" option.
📌 Important to note: When you use the "Fetch All" option, we will sync the fields that you have mapped but there are also system fields that we will sync. This is important because if you have manually updated those fields in Planhat, HubSpot could overwrite them.
Sync job process: If the "Sync Job Process" setting is disabled, we will still sync closed won deals and the sync will run every time one of these fields is updated on a closed won deal: Amount, Description, Deal Stage, Close Date. If any other updates on the deal are made, they will be ignored.
📌 Important to note: On the HubSpot integration settings page in Planhat there's an option that you can enable and it's called "Sync job process". If you enable that setting the Hubspot sync process will run every 60 minutes to get relevant updates made in Hubspot and save them in Planhat.
If you don't want the sync to run every 60 minutes then leave that option disabled. If that setting is disabled, we will still sync closed won deals and the sync will run every time a closed won deal is updated.