> For the complete documentation index, see [llms.txt](https://support.sayprimer.com/primer/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.sayprimer.com/primer/connections/setting-up-crm/hubspot-integration/troubleshooting-hubspot.md).

# Troubleshooting HubSpot

#### **Inactive User Status**

If the connecting user becomes inactive in HubSpot, the connection may break. Ensure the connecting user is active or reconnect using an active account.

#### **Changed Permissions**

Altered user permissions in HubSpot may disrupt the connection. Verify and update user permissions to meet connection requirements.

#### Inability to See All Records

<figure><img src="/files/Ca7Ae8Tv3DA9txFcREvI" alt=""><figcaption></figcaption></figure>

When you upload 1st party data (like HubSpot records) into Primer, the system performs an **entity matching** process. This matching ensures that the contacts in your data are accurately identified within Primer's database. The process is akin to a **quality control procedure** that verifies the validity and completeness of the data before using it for audience creation.

Lower-than-expected match rates can occur due to factors such as data quality, incomplete fields (e.g., missing emails or phone numbers), outdated records, or differences in data formats. Primer’s goal is to ensure that only verified, accurate data gets used, which may sometimes result in a smaller portion of your data matching initially.

#### **Need Help?**

If you encounter persistent issues or have additional questions about the connection, contact our [support team](mailto:undefined). We’re here to ensure a seamless experience.


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