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Use this page when FirstTouch and HubSpot do not behave as expected.

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Connection Issues

Check:
  • the HubSpot account is connected in Team Settings
  • the connected portal is the intended portal
  • the user has permission to authorize required scopes
  • the FirstTouch card shows Connected rather than Reconnecting
  • reauthorization has completed after any HubSpot permission change

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Workflow Action Issues

If a HubSpot workflow action does not continue, check:
  • the workflow is Contact-based
  • the selected Flow Plan or action is available to the Team
  • required sender strategy fields are configured
  • LinkedIn sender account is connected and ready when needed
  • required Contact identity exists

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Missing Timeline Activity

Check the Team’s Engagement Tracking toggle, Contact matching, action completion, and HubSpot permissions. For email, also confirm email tracking is enabled on the Flow Plan, HubSpot is connected, the email event completed, and the Flow Enrollment has a HubSpot Contact ID. FirstTouch email tracking does not require HubSpot BCC configuration.

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Missing Property Updates

Check property mapping, matching requirements, whether FirstTouch has a value to write, and the applicable overwrite behavior. Normal mapped updates use a fixed server policy; an explicit CRM property-copy action can have its own overwrite choice.

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Missing Tasks

Check the Flow Plan’s Create tasks in CRM setting, HubSpot Company context, the mapping from the assigned FirstTouch owner to a HubSpot owner, and whether the FirstTouch task has already completed or been canceled. If a previously synchronized HubSpot task is missing, FirstTouch cancels the local task; a missing Approval Task can also cancel its Flow Enrollment.

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Disconnect Versus Uninstall

Disconnecting HubSpot in FirstTouch stops HubSpot-dependent sync and actions. Uninstalling the app removes it from the portal. Neither operation stops Flow Plans or Flow Enrollments that do not depend on HubSpot. Historical timeline activity already written to HubSpot is preserved by HubSpot.