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Article 17: HubSpot Troubleshooting SOP — What to Do When Records, Views, or Emails Are Not Working

Purpose:  This article shows you what to do when something in HubSpot does not look right or does not work the way you expected.

Your goal is to troubleshoot the basics first, avoid creating duplicate records, and then submit a clear support request when the issue needs help from Sales Ops or support.

This article will help you troubleshoot issues with:

  • Contacts
  • Companies
  • Leads
  • Deals
  • Views
  • Dashboards
  • Filters
  • Email logging
  • Outlook or Gmail plugin
  • Record ownership
  • Record associations
  • Access and permissions

The most important rule is simple:

Do not create workarounds that make the CRM messier.

1. Start With the Exact Problem

Before you try to fix anything, identify what is actually wrong.

Ask yourself:

  • Am I unable to find a record?
  • Am I unable to see records assigned to me?
  • Is my view showing no records?
  • Is my view showing too many records?
  • Is my dashboard showing wrong numbers?
  • Is an email not logging?
  • Is a Contact associated with the wrong Company?
  • Is a Deal missing a Contact or Company?
  • Is the wrong owner listed?
  • Am I missing access to a tool or page?

You need to define the issue before you can resolve it or ask for help.

2. Do Not Create Duplicate Records to Fix Visibility Issues

If you cannot find a Contact, Company, Lead, or Deal, do not immediately create a new one.

The record may already exist, but it may be hidden by:

  • Filters
  • View settings
  • Ownership
  • Permissions
  • Search spelling
  • Incorrect object
  • Duplicate naming
  • Missing association
  • Different email or company name

Creating a duplicate record usually creates more cleanup later.

Search and troubleshoot first.

3. If You Cannot Find a Contact

If you cannot find a Contact, try the following:

  1. Go to CRM > Contacts.
  2. Clear any active filters.
  3. Search by email address.
  4. Search by first and last name.
  5. Search by phone number, if available.
  6. Search by Company name.
  7. Check whether the Contact may be under a different owner.
  8. Check whether you are in the correct HubSpot account.
  9. Ask Sales Ops if the Contact was imported or assigned.

Email is usually the strongest way to find a Contact.

Do not create a new Contact until you have searched carefully.

4. If You Cannot Find a Company

If you cannot find a Company, try the following:

  1. Go to CRM > Companies.
  2. Clear active filters.
  3. Search by exact Company name.
  4. Search by partial Company name.
  5. Search by website domain.
  6. Search by phone number, if available.
  7. Search for known Contacts associated with the Company.
  8. Check for name variations.

Examples of name variations:

  • ABC Chiropractic
  • ABC Chiropractic LLC
  • ABC Chiro
  • ABC Chiropractic Clinic
  • ABC Wellness

Company records are easier to duplicate by mistake, so search carefully.

5. If You Cannot Find a Lead

If you cannot find a Lead, check the Sales Workspace first.

Go to:

Sales > Sales Workspace > Leads

Then check:

  • Are you in the correct Leads view?
  • Is the Lead assigned to you?
  • Is the Lead status hiding it?
  • Is the Lead tied to a Contact or Company?
  • Was the Lead converted to a Deal?
  • Was the Lead disqualified?
  • Are filters hiding it?

If you still cannot find it, check the related Contact or Company record.

6. If You Cannot Find a Deal

If you cannot find a Deal, try the following:

  1. Go to CRM > Deals.
  2. Clear filters.
  3. Search by Deal name.
  4. Search by Company name.
  5. Search by associated Contact.
  6. Check open Deals.
  7. Check Closed Won and Closed Lost Deals.
  8. Check whether another owner is assigned.
  9. Open the Company record and review associated Deals.
  10. Open the Contact record and review associated Deals.

Do not create a replacement Deal until you confirm one does not already exist.

7. If Your View Shows No Records

If your saved view shows no records, check the filters.

Ask yourself:

  • Am I in the right object?
  • Did I filter by the correct owner field?
  • Did I use Contact owner instead of Company owner?
  • Did I accidentally add too many filters?
  • Did I filter for a field that is blank?
  • Did I choose “is known” or “is unknown” incorrectly?
  • Did I limit the date range too much?
  • Are records actually assigned to me?
  • Do I have permission to see the records?

A view with no records does not always mean records are missing.

It often means the filters are too narrow or incorrect.

8. If Your View Shows Too Many Records

If your view shows too many records, your filters may be too broad.

Add filters such as:

  • Owner is me
  • Lead status is active
  • Deal stage is open
  • Next activity date is today or overdue
  • Last activity date is older than 7 days
  • Create date is after the import date
  • Associated Company is known
  • Associated Deals is unknown

A good view should help you focus.

If a view is overwhelming, refine it.

9. If Your View Is Showing the Wrong Owner’s Records

Check whether you used the correct ownership field.

Common ownership fields include:

  • Contact owner
  • Company owner
  • Lead owner
  • Deal owner
  • Task owner

If you are in Contacts, use Contact owner.

If you are in Companies, use Company owner.

If you are in Deals, use Deal owner.

If you use the wrong owner field, your view may show unexpected records or no records.

10. If Your View Will Not Save

If a view will not save:

  1. Confirm you have permission to create views.
  2. Confirm the view has a name.
  3. Confirm the filters are valid.
  4. Try refreshing HubSpot.
  5. Try creating a simpler version of the view.
  6. Check whether another view already has the same name.
  7. Take a screenshot of the issue.
  8. Submit a support request if it continues.

Do not keep rebuilding the same view repeatedly without documenting the issue.

11. If Your Dashboard Looks Wrong

If your dashboard numbers do not look right, check the report filters.

Ask:

  • Is the report filtered to your owner name?
  • Is the date range correct?
  • Are closed Deals excluded where needed?
  • Is the report pulling from the correct object?
  • Are tasks assigned to you?
  • Are Leads assigned to you?
  • Are activities being logged properly?
  • Is the dashboard showing team data instead of your data?
  • Do you have permission to see the underlying records?

Dashboards are only as accurate as the data and filters behind them.

12. If Your Deals Look Incorrect

If Deals look wrong, check:

  • Deal owner
  • Deal stage
  • Close date
  • Amount
  • Associated Contact
  • Associated Company
  • Last activity date
  • Next activity date
  • Deal notes
  • Whether the Deal is actually open, Closed Won, or Closed Lost

If a Deal looks stale, update it or ask for guidance.

If the Deal appears duplicated, do not delete or merge it unless authorized.

13. If a Contact Is Associated With the Wrong Company

If a Contact appears tied to the wrong Company:

  1. Review the Contact email domain.
  2. Review the Company name and website.
  3. Check notes and prior activity.
  4. Search for the correct Company.
  5. Confirm whether a duplicate Company exists.
  6. Do not change the association unless you are confident or authorized.
  7. Submit a support request if unclear.

Incorrect associations can affect emails, Deals, reporting, and account ownership.

14. If a Deal Is Missing a Contact or Company

If a Deal is missing an association:

  1. Open the Deal.
  2. Review Deal notes.
  3. Check the Deal activity timeline.
  4. Identify the main Contact.
  5. Identify the correct Company.
  6. Associate the records if you are authorized.
  7. Add a note if the association was corrected.
  8. Ask Sales Ops if you are unsure.

Every active Deal should have the correct Contact and Company whenever possible.

15. If Ownership Looks Wrong

If a Contact, Company, Lead, or Deal appears to have the wrong owner:

  1. Review recent activity.
  2. Check associated records.
  3. Check existing Deals.
  4. Confirm whether ownership was intentionally assigned.
  5. Do not reassign without clarity.
  6. Ask Sales Ops or leadership.
  7. Submit a support request if ownership needs correction.

Ownership affects accountability and reporting.

Do not change ownership casually.

16. If Your Outlook or Gmail Plugin Is Not Working

If the HubSpot email plugin is not working, check:

  • Are you logged into HubSpot?
  • Are you in the correct HubSpot account?
  • Is the plugin installed?
  • Is the plugin enabled?
  • Is Outlook, Gmail, or Chrome updated?
  • Is the HubSpot sidebar visible?
  • Did you select the option to log the email?
  • Is the Contact already in HubSpot?
  • Are you looking at the correct Contact record?

If the issue continues, submit support with screenshots.

17. If Emails Are Not Logging to HubSpot

If an email does not appear in HubSpot:

  1. Confirm the email was set to log.
  2. Confirm the Contact exists in HubSpot.
  3. Confirm you are looking at the right Contact.
  4. Check whether the email is tied to another record.
  5. Check Company association.
  6. Check plugin login status.
  7. Refresh HubSpot.
  8. Take a screenshot.
  9. Submit support if unresolved.

Do not assume the email logged just because it was sent.

18. If Emails Are Logging to the Wrong Record

If emails appear on the wrong Contact or Company:

  1. Check the email address.
  2. Check Contact duplicates.
  3. Check Company association.
  4. Check whether the recipient is tied to multiple records.
  5. Document the issue.
  6. Do not delete activity unless authorized.
  7. Submit support if cleanup is needed.

Incorrect email logging can create confusion in account history.

19. If You See Duplicate Contacts

If you see duplicate Contacts:

  1. Do not create another Contact.
  2. Do not delete either record.
  3. Compare email addresses.
  4. Compare associated Companies.
  5. Compare activity history.
  6. Copy both record links if available.
  7. Submit a support or data cleanup request.

Duplicates should be reviewed carefully so history is not lost.

20. If You See Duplicate Companies

If you see duplicate Companies:

  1. Do not create another Company.
  2. Do not delete either record.
  3. Compare company names.
  4. Compare website domains.
  5. Compare associated Contacts.
  6. Compare associated Deals.
  7. Copy both record links if available.
  8. Submit a support or data cleanup request.

Company duplicates can damage pipeline and account ownership reporting.

21. If You Cannot Create a Deal

If you cannot create a Deal:

  1. Confirm you have permission to create Deals.
  2. Confirm you are in the correct Contact or Company record.
  3. Check required fields.
  4. Confirm pipeline and stage options.
  5. Try from CRM > Deals if record sidebar creation does not work.
  6. Take a screenshot if an error appears.
  7. Submit support if needed.

Do not create a workaround Deal under the wrong Company or Contact.

22. If Required Fields Are Blocking You

If a required field blocks you:

  1. Read the field label carefully.
  2. Enter accurate information if you know it.
  3. Do not enter fake information just to move forward.
  4. If you do not know the answer, add a note or ask for guidance.
  5. Submit support if the required field appears incorrect.

Required fields exist to protect CRM data quality.

Do not bypass them with bad data.

23. If You Cannot Access a Knowledge Base Article

If you cannot access a Knowledge Base article:

  1. Confirm you are using the correct link.
  2. Confirm you are logged in if required.
  3. Try the main Knowledge Base page.
  4. Check whether the article is internal-facing.
  5. Ask whether your access group or permissions are correct.
  6. Submit support if you still cannot access it.

Do not assume the article is missing.

It may be an access issue.

24. If You Are Unsure Whether It Is a HubSpot Issue or Process Issue

Sometimes the problem is not technical.

It may be a process question.

Examples:

  • Should I create a Deal?
  • Should I disqualify this Lead?
  • Should I change ownership?
  • Should I associate this Contact to this Company?
  • Should this be a support issue?
  • Should this record be merged?

When it is a process question, ask Sales Ops or your manager.

When it is a system issue, submit support.

When it is both, do both.

25. What to Include When You Submit Support

If troubleshooting does not resolve the issue, submit a support request at:

https://support.chainit.com/

Include:

  • Your name
  • System affected
  • Object affected: Contact, Company, Lead, Deal, view, dashboard, or email plugin
  • What you were trying to do
  • What happened instead
  • Record names or links if available
  • Screenshot
  • Error message
  • Business impact
  • Urgency level

Specific requests get resolved faster.

26. Troubleshooting Checklist

Before escalating, confirm:

  • I am in the correct HubSpot account.
  • I am in the correct object.
  • I cleared filters.
  • I searched by multiple fields.
  • I checked ownership.
  • I checked associations.
  • I checked related Contact or Company records.
  • I confirmed the plugin is installed and logged in.
  • I captured screenshots.
  • I avoided creating duplicate records.
  • I documented the issue clearly.
27. Common Troubleshooting Mistakes to Avoid

Avoid:

  • Creating duplicate records because you cannot find something
  • Deleting records without approval
  • Reassigning ownership without clarity
  • Re-importing files
  • Editing fields you do not understand
  • Creating Deals under the wrong Company
  • Ignoring filters
  • Assuming dashboards are wrong without checking report filters
  • Assuming emails logged without confirming
  • Submitting vague support requests
  • Marking every issue urgent
28. Final Standard

When HubSpot does not look right, slow down and troubleshoot carefully.

The ChainIT Pay troubleshooting standard is:

  • Define the issue.
  • Search before creating.
  • Clear filters.
  • Check ownership.
  • Check associations.
  • Check permissions.
  • Capture screenshots.
  • Do not create duplicate records.
  • Do not guess on process questions.
  • Submit support when the issue needs help.

Clean troubleshooting protects the CRM.

A clean CRM protects your pipeline.

A clean pipeline helps ChainIT Pay operate with better visibility, accountability, and confidence.