Troubleshooting & FAQ

Last updated: May 29, 2026

Common questions and how to resolve them. If your issue isn't here, see the related articles linked at the bottom or contact support.

My contact has the wrong email — why?

HubSpot doesn't allow two contacts to share an email address. The integration tries to maintain contacts by smartrec_person_id, but if the same email appears on another HubSpot record, the integration may switch which record represents that person.

What to check:

  1. Search HubSpot for the email — is there another contact already using it?

  2. Look at the smartrec_person_id on both records. The one that matches the SmartRec person is the canonical record.

  3. If a stale contact is holding the email, merge it into the correct record in HubSpot.

See Account Members & Owners → Contacts for details on email handling.

Why don't I see Appointments or Courses in HubSpot?

Both objects require activation by a HubSpot super-admin before they're visible. You also need to enable the default Appointments ↔ Courses association (it only needs to be enabled from one of the objects).

If the integration ran before activation, the records were created but are hidden until you activate the objects. They'll appear once activation is complete.

See Setting Up the Integration.

A child member is missing from HubSpot — where are they?

Persons without a valid email address — typically children — are synced to HubSpot without the email field. They're still in HubSpot; you just can't find them by email search.

To find them:

  • Search by smartrec_person_id

  • Search by smartrec_full_name

  • Look at the Account Owner's contact and check the contact-to-contact associations (children are linked to their owner)

A deleted SmartRec account is still in HubSpot

That's expected. SmartRec deletes never hard-delete HubSpot records — they archive them.

After a SmartRec Account or Person delete:

  • The contact's smartrec_is_archived is set to true

  • The organization branch is removed from smartrec_organization

See How Deletions & Archiving Work.

How do I tell which SmartRec branch a record belongs to?

Look at the smartrec_organization property. It's a single-select on most objects and a multi-select (checkbox) on Contacts (since one person can belong to multiple branches).

You can also filter HubSpot lists, views, and reports by this property. See Multi-Organization Support.

My custom membership intake question isn't appearing on the deal

Custom Extra Questions sync only when:

  1. The smartrecExtraQuestions configuration variable includes the question's name

  2. The question name matches (case-insensitive, whitespace-normalized, startsWith matching)

  3. The question's AnswerType is one of the supported types (see the Memberships article)

What to check:

  • Verify the question name in SmartRec matches what's in your config (extra spaces or punctuation can break the match)

  • Confirm the AnswerType is supported — unsupported types are silently skipped

  • Look for the property smartrec_ex_{slugified_name} in the deal's smartrec_membership group

How fresh is the data I'm seeing in HubSpot?

It depends on the data type:

  • Webhook-driven data (Contacts, purchase Deals, Registrations, Activities) — typically within seconds

  • Scheduled data (Locations, Activity Occurrences, Memberships/MultiPasses catalog, Access Scans) — refreshed once a day at the scheduled time

Check the smartrec_last_sync_timestamp property on any record for its last sync time.

See How Sync Works.

Can I edit SmartRec-synced properties manually in HubSpot?

  • Standard object properties (Contacts, Deals, Appointments, Courses) — Yes, but your edits will be overwritten on the next sync from SmartRec. Edit in SmartRec instead.

  • App Object properties (Locations, Memberships/MultiPasses) — No. App-provided properties are locked by HubSpot. Edit in SmartRec; the next scheduled sync brings it across.

  • App Event properties (Person Access Scans) — No. Same constraint as App Objects.

I see duplicate-looking deals on a contact

Each row in a SmartRec invoice creates its own HubSpot deal — and each transaction type lives in its own pipeline stage. So a contact who bought a membership, then a multipass, then made a donation will have three deals on their record. They're not duplicates; they're separate transactions.

Use the dealstage property to tell them apart:

  • Donation Purchased

  • Membership Purchased

  • MultiPass Purchased

  • Activity Occurrence

  • Membership Archived (for cancelled memberships)

Sync seems stuck — what should I do?

  1. Check the integration dashboard for any error messages or paused jobs.

  2. Verify credentials — if your SmartRec password changed recently, the JWT token may have expired.

  3. Check HubSpot API rate limits — large historical syncs can hit limits; the integration retries automatically.

  4. Wait for the next scheduled run if it's a scheduled-only data type (Locations, Activity Occurrences, etc.).

  5. Contact support if the issue persists past 24 hours.

📸 Screenshot: Integration dashboard with sync status indicators and recent job log.

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