HubSpot troubleshooting and FAQ

Start with the message or situation you see. Fix only the affected connection, record, or row; avoid repeating a successful import or export for the whole workspace.

Why can I not connect, re-authenticate, or uninstall HubSpot?

Your DOE email must be verified and you must have access to the workspace. After a connection exists, re-authentication and uninstall are restricted to the connection owner. Ask the owner shown in View Details to continue. If that person is unavailable, contact Njord support.

What should I do if HubSpot shows the wrong account?

Cancel before approving the app. Sign out of the wrong HubSpot account or switch to the correct one, then restart from Settings > Integrations. If the wrong account was already connected, avoid imports and exports until the owner uninstalls it and connects the correct account.

Why is mapping still running?

Matching runs in the background and normally takes a few minutes. Keep the setup open while DOE checks progress. If another mapping is already running, follow that run instead of starting a second one. If DOE says the result is old, missing, or belongs to an earlier connection, select Re-run Mapping.

Why did DOE skip an account match?

Common reasons are a missing or invalid domain, the same domain on several DOE or HubSpot records, no HubSpot company match, an archived DOE account, or a HubSpot company already linked to another DOE account. Correct the data and re-run mapping, or connect the correct records manually.

Can I import or export an account without a domain?

Yes. DOE cannot use an absent or invalid domain for automatic matching, but an explicit import or export can still save the final link by HubSpot company ID. Review the result carefully because DOE could not use domain to find an existing company automatically.

Can I import or export a stakeholder without email?

Yes. An explicitly selected HubSpot contact can be imported by contact ID, and a DOE stakeholder can be exported and linked by the new HubSpot contact ID. Email is still useful for automatic matching, duplicate checks, and outreach.

Why are some import rows disabled?

Disabled rows are normally already mapped in DOE and cannot be imported again. The row's View in HubSpot link can remain available so you can verify the existing record.

What does success with warnings mean?

Imports and exports can partially succeed. Keep the records shown as created, updated, or linked. Read the named warning or skipped rows, correct those rows, and retry only them. A warning about one contact does not mean every imported company failed.

Why does DOE say another import is running?

The workspace runs one CRM import at a time to avoid conflicting changes. Wait for the active import to finish, review its result, and then start the next import. Repeated clicks do not make the first request finish sooner.

Why can I not export a stakeholder?

The parent DOE account must be active and mapped to the correct HubSpot company. Other common reasons are that the contact is already linked to another stakeholder, HubSpot rejected contact creation, or HubSpot could not associate the contact with the company. Fix the parent account or the named row and retry.

Why are HubSpot values not updated immediately?

DOE and HubSpot changes are processed in the background. Allow a short delay, then check that the record is mapped, media sync is enabled, and the latest sync does not list the record as failed. HubSpot changes are usually quick but are still not guaranteed to appear instantly.

What happens if a HubSpot company is deleted?

DOE removes that company's mapping and the HubSpot mappings for stakeholders under the affected DOE account. The DOE account and stakeholder records remain; they are not deleted. Connect or export them again only after confirming the new HubSpot destination.

What happens if a DOE account is archived?

DOE removes the active HubSpot account mapping and its active child stakeholder mappings. If the account is restored, a unique safe domain match may reconnect it later. A record that was explicitly disconnected stays blocked from automatic remapping until someone connects it deliberately.

Does changing a domain or email break an existing mapping?

No. A saved mapping uses the HubSpot record ID. The new value may affect future matching, but it does not silently move the existing link to another record. Disconnect a wrong mapping before connecting a different record.

Does disconnect delete records?

No. Record disconnect removes one DOE-to-HubSpot link and stops future sync for that mapping. It does not delete the DOE account or stakeholder, or the HubSpot company or contact.

Does uninstall delete business records?

No. Uninstall removes the workspace connection, mappings, authentication, and sync state. DOE and HubSpot business records remain. Cleanup runs in the background even if you dismiss the waiting dialog.

What should I send support?

Send the DOE workspace name, HubSpot account name, connection owner email, the exact message, the affected account or stakeholder name, what action you chose, and the approximate time with timezone. Do not send HubSpot passwords, DOE passwords, security codes, access tokens, or private customer data that is not needed to identify the row.