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HubSpot integration: Troubleshooting and FAQ

Troubleshooting integrations can be a little tricky when you don’t know where to get started. Should you be looking for a setting in Typeform or in HubSpot? Read on to find out how to fix some of the most common issues when setting up our HubSpot integration.

- Is there a guide to setting up the HubSpot integration?

- Can I send partial responses from Typeform to HubSpot?

- Why are new HubSpot contacts not created?

- Why does the HubSpot Source show "Direct Traffic" when contacts are created?

- Why is HubSpot chat showing up in my typeform?

- Why is there a HubSpot popup in my typeform’s start screen?

- Why are no properties updated in a HubSpot Form submission?

- Why do I see the following error message when I toggle the switch to activate the integration: "We couldn't activate your integration. Try again, or refresh this page."?

- Does disconnecting then reconnecting the integration generate a new Hubspot Form name?

- Can I modify the HubSpot form name created by Typeform?

- Does typeform collect IP addresses?

Is there a guide to setting up the HubSpot integration?

Yes, check out our step-by-step guide here.

Can I send partial responses from Typeform to HubSpot?

Yes, you can now send data from your partial responses in Typeform to HubSpot.

If your form includes a Partial Submit Point, and you've connected it to HubSpot already, you'll have to delete the integration and reconnect it to HubSpot to start collecting partial responses.

Why are new HubSpot contacts not created?

If you see that no new HubSpot contacts are created when testing the integration, try to rule out the following two issues before further investigation:

1. Using the same device while testing the form.

There's a cookie in your device or browser that detects existing users and updates HubSpot contacts. For example, if you submit a form with one name, and then submit it again with another name on the same device, the existing HubSpot contact will be updated, but no new contact will be created.

2. Using an email address that has already been added as a HubSpot contact.

In this case, the existing HubSpot contact will be updated with new information (if any), but no new HubSpot contact will be created.

Why does the HubSpot Source show "Direct Traffic" when contacts are created?

This happens when the UTM parameters in the URL of a form response are missing or incorrect.

Whether you've shared your form using a link, or embedded it on a page, you must make sure that the matching UTM parameters are included in the URL.

You can find out more about how HubSpot traffic sources are categorized here.

Why is HubSpot chat showing up in my form?

You’ll see a HubSpot chat appearing in your forms if the chatflow feature is turned on in your HubSpot settings. To disable chatflow, go to your HubSpot account and follow the instructions in this HubSpot guide.

Make sure to disable HubSpot chatflow before connecting your form to Hubspot. If you’ve already connected your accounts, you can disable the chat option by following the instructions in the targeting section of this HubSpot article.

If you can still see the HubSpot chat box on the Typeform container, try deleting the HubSpot integration, and connecting it again.

If none of the above methods worked, please reach out to HubSpot’s support team.

Why is there a HubSpot popup in my form’s start screen?

If you’ve created a pop-up in your HubSpot account, it'll appear on your form’s Welcome Screen after setting up the integration.

You can use the inspect element tool in your browser to check for the HubSpot popup in your website code.

image3.png

To disable this pop-up, go to your HubSpot’s account settings, and follow the instructions here.

Why are no properties updated in a HubSpot Form submission?

In some cases, you’ll see a “no properties updated” message in your HubSpot form submissions, like in the screenshot below.

image1.png

This might happen when the only response submitted to a form is the Email question, or if the answer to other questions matches the exact values that are already in the properties of the HubSpot contact.

Why do I see the following error message when I toggle the switch to activate the integration: "We couldn't activate your integration. Try again, or refresh this page."?

If you see this error message after pressing the toggle button to activate the integration, it's likely because you haven't fully completed the integration setup. Click the three dots to either Edit and complete the existing setup, or Delete the integration and set it up from scratch.

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Does disconnecting and then reconnecting the integration generate a new HubSpot form name?

Yes, it does! Each time the integration is connected, it generates a new HubSpot form name. You can see some examples of these form names in the screenshot below.

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Can I modify the HubSpot form name created by Typeform?

Yes, you can modify the HubSpot form name created by Typeform by hovering over the form name and clicking Edit.

Screenshot 2024-03-07 at 16.00.45.png

However, you should not modify the fields and properties specified within the HubSpot form itself because that can break the integration. If you want to update your fields and questions, you can do that in Typeform. 

Screenshot 2024-03-07 at 16.04.08.png

Does Typeform collect IP addresses?

Typeform doesn’t collect IP addresses, but you can use HubSpot’s tracking code to collect this information. You can find out more about creating tracking URLs in HubSpot here.

 

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