> 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/primer-support-legacy/connections/setting-up-crm/hubspot-integration/troubleshooting-hubspot.md).
# Troubleshooting HubSpot
From time to time, token or permission-related issues may disrupt the Connection. Follow these steps to resolve common problems:
#### **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
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match rates can occur due to factors such as data quality, incomplete fields (e.g., missing emails or phone numbers), outdated records, or differences in data formats.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.
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.
Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:
```
GET https://support.sayprimer.com/primer/primer-support-legacy/connections/setting-up-crm/hubspot-integration/troubleshooting-hubspot.md?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.
