Troubleshooting

Symptoms you are likely to hit, what usually causes them, and what to check first.

Connection and authentication

When I try to authenticate the HubSpot connection, I receive an error that it's already connected. How can I fix this?

This happens if you have another Jira instance connected to HubSpot. Because of technical limitations, only one Jira instance can be connected to the same HubSpot. You need to delete one of the connections first before you can authenticate the other.

How do I troubleshoot authentication errors between Jira and HubSpot?

Authentication errors typically occur due to expired or revoked access. Re-authenticate the HubSpot for Jira integration by visiting the app settings in Jira and reconnecting to your HubSpot account.

What steps should I follow if the integration suddenly stops working?

First, verify system statuses for downtime or service disruptions. Next, check the integration configuration within Jira, confirming active connection status. If issues persist, reconnect the integration by re-authorizing the service accounts on both platforms.

The panel and linked records

Why can't I see the HubSpot panel in my Jira work item view?

The HubSpot CRM panel is not shown on a work item by default. To display it, open the work item, select View app actions in the button row under the work item title, then choose HubSpot CRM. The panel is added to the work item body.

If the panel still does not appear, check that the app is installed and that a HubSpot connection exists, and confirm with your administrator that your user group is included in the View Permissions configuration.

In the HubSpot CRM panel in Jira, I see an error message that the configuration is missing, but I have successfully created a connection to my HubSpot account and on the HubSpot side I can see a card where I can link work items. What is causing this?

Please ensure that the group "atlassian-addons-admin" still has permission to "Browse Users and Groups" in the global permissions.

I linked a Jira work item to the wrong HubSpot CRM record. How can I unlink it?

Open the work item in Jira and display the HubSpot CRM panel. Select the linked record and use the unlink action to remove the association. The HubSpot record itself is not deleted.

Data not appearing

Why aren't changes made in HubSpot showing in Jira?

The panel reads HubSpot data when it loads. Refresh the work item, and check that the property is one your administrator has made visible under View Permissions.

Changes made in Jira are not written onto existing HubSpot records. The app reads HubSpot records and can create new ones, but it does not update them.

Why is some HubSpot data missing in Jira after syncing?

Missing data could be due to configuration settings that specify which fields to sync. Check the integration's field selection settings and ensure that all relevant fields are included.

Automation

My HubSpot actions are not triggering Jira work items as expected. What should I check?

Verify that your HubSpot workflows or triggers are correctly set up and that the conditions specified for triggering Jira work item creation are being met. Also, ensure that the integration permissions are appropriately configured to allow work item creation.

Common symptoms at a glance

Symptom	Likely cause	What to do
Cannot connect to HubSpot	The authorisation was declined, has expired, or was made against the wrong portal	Re-authorise the connection from the General tab and sign in to the intended HubSpot portal.
No HubSpot data on work items	The user is not in a group selected under View Permissions, or the space is out of scope	Add the group under Specify Groups, and check the space appears under Specify Spaces.
The panel is missing entirely	The panel is not shown by default	Open the work item, select View app actions, then HubSpot CRM.
Field mapping errors	Incompatible field types, for example free text mapped to a dropdown	Map compatible types: text to text, dropdown to single select.
Automation creates duplicates instead of linking	The rule maps to a property other than the object's identifying property	Map to the identifying property: Email for contacts, Company Name, Deal Name or Ticket Name.
Reporting count fields are empty	The fields are not on the work item layout, or Synchronize Data has not run	Add the fields to the layout, then run Synchronize Data.
Changes are slow to appear	HubSpot API rate limits, or a bulk update in progress	Check HubSpot API usage and avoid running mass updates at the same time.

Large data volumes

With very large numbers of contacts or deals, HubSpot API rate limits become the practical constraint. Limit the properties you make visible to the ones your teams actually use, and avoid running Synchronize Data at the same time as a bulk update in HubSpot.

Getting help

If a problem is not covered here, note the exact wording of any error message before contacting resolution support. See Support.