HubSpot Troubleshooting Guide
1. HubSpot Not Connected
- Go to myCRMSIM → Integrations and confirm HubSpot shows Connected.
- If not connected, reconnect the correct HubSpot account and approve the permissions.
- Make sure you have an active HubSpot Sales Hub Professional Plan.
2. Company Not Showing
Important: One HubSpot account should have only one company connected for myCRMSIM use. If your HubSpot account has multiple companies and you do not want to delete them, please contact myCRMSIM Support. Our team will guide you and help set up the correct company connection.
- In HubSpot, go to CRM → Companies and confirm the company exists.
- Make sure the same HubSpot account is connected to myCRMSIM.
- Refresh the Subaccount SIM page in myCRMSIM.
3. Sub-Account Not Connected
- Go to Subaccount SIM in myCRMSIM.
- Click Connect Location, select the correct HubSpot company, and turn on the Connected toggle.
4. Device Not Assigned
- Assign an active messaging device to the sub-account.
- Supported devices include SMS, iMessage, WhatsApp, and RCS.
- Confirm the device is connected and working.
5. Message Routing Issue
- Go to Message Routing in myCRMSIM.
- Select the correct sub-account.
- Set the channel priority and save the routing settings again.
6. Contact Issues
- In HubSpot, go to CRM → Contacts.
- Search by phone number or email before creating a new contact.
- Avoid duplicate contacts.
- Make sure the phone number is valid.
- Link the contact to the correct company.
- For unknown contacts, update the contact from CRM → Contacts, not directly from the conversation inbox.
7. SMS Not Sending
- In the HubSpot workflow Send SMS action, check:
- Phone Number token is selected.
- Correct Location ID is selected.
- Message text is not empty.
- Attachment URLs are valid, if used.
- Device and routing are properly configured.
8. Workflow Not Triggering
- Make sure the workflow is turned ON.
- Trigger should be set to: Custom Events → External Events → myCRMSIM Inbound Message Received.
- Enable Re-enrollment.
- Confirm the contact phone number and company association are correct.
9. Check Workflow Logs
- Go to HubSpot → Automation → Workflows → View → Action Logs.
- Check trigger status, Send SMS action status, errors, phone number, and server response.
Final Checklist
Before testing again, confirm:
- HubSpot is connected.
- Company is linked as a sub-account.
- Device is assigned and active.
- Message routing is saved.
- Contact is correct and linked to the company.
- Workflow is ON and properly configured.