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# My CRM isn't syncing (HubSpot, Salesforce)

Your CRM integration (HubSpot or Salesforce) was working; now data isn't flowing (or it's partial). The diagnostic is the same for both — here's how to work through it.

## The CRM integration has two levels

A CRM integration can break at either of two places, and you need to check both:

1. **Org level** — an admin connected the CRM for the whole workspace from **Settings → Integrations**.
2. **User level** — each user must also connect their own CRM account from **their profile → Integrations**, so that the actions they trigger (room sync, property updates, etc.) authenticate with their own permissions.

If sync is broken for **everyone**, it's most likely level 1. If it's broken **only for you** or **a specific user**, it's most likely level 2.

## Step 1a — Check the org-level integration

1. Go to **Settings → Integrations** (admin required).
2. Find your CRM (HubSpot or Salesforce) in the list.
3. Status should show **Connected**.

If it shows **Disconnected** or **Error**, the OAuth token expired or the authorization was revoked on the CRM side. Reconnect:
- Click **Reconnect**
- Authenticate with the CRM
- Grant permissions

## Step 1b — Check your user-level connection

1. Open **your profile → Integrations**.
2. Verify that your CRM is listed as **connected** for your user account.

If you're not connected (or the status shows an error), click **Connect** and authenticate with your CRM account. Until this level is in place, your own actions won't sync — even if the org-level integration is healthy.

## Step 2 — Check field mappings

Even with a healthy connection, specific fields may not sync if mappings broke:

1. Go to **Settings → HubSpot** (or **Salesforce**).
2. Review the **Synced fields** section.
3. Look for mappings where one side is empty or flagged as broken (e.g. a renamed CRM property).

**Fix broken mappings:**
- Click the row
- Re-pick the matching CRM property
- Save

## Step 3 — Check the CRM user's permissions

The OAuth token is tied to the CRM user who authorized the integration. If that user's permissions change (removed from a team, lost deal/opportunity access), sync breaks.

- In the CRM, verify the user still has the right permissions
- If not, have another user re-authorize Katalyz

## Step 4 — Check specific records

If sync is broken for one deal/opportunity but works for others:

- Open the record in the CRM and confirm it exists and the expected fields are filled
- Open the linked room in Katalyz and check the custom property values
- Sometimes a single bad record blocks sync for that record only

## Step 5 — Sync frequency

Sync runs on a schedule (not real-time). Recent changes can take a few minutes to propagate.

- Wait 5–10 minutes and refresh
- If still not synced after that, it's a real issue

## Step 6 — Check activity sync settings

If certain activity types aren't appearing on the CRM timeline, check:

- **Settings → HubSpot → Activities** (or **Salesforce → Activities**) — confirm the relevant events are enabled

See [CRM field mapping & sync](https://katalyz.crisp.help/en/article/crm-field-mapping-sync-hubspot-salesforce-fzz4c/) (the same UI applies to Salesforce).

## Step 7 — Disconnect and reconnect

When nothing else works, a full re-auth can sometimes unblock a stuck state:

1. **Settings → Integrations** → your CRM → **Disconnect**
2. Wait a minute
3. **Connect** again
4. Re-authenticate

This resets the OAuth token and refreshes sync.

⚠️ After reconnecting, double-check that field mappings are still right. Sometimes they need to be re-set.

## Step 8 — Still broken?

Contact **contact@katalyz.co** with:
- Which CRM (HubSpot or Salesforce) and the portal / instance ID
- Which rooms / deals / opportunities are affected
- Which fields specifically aren't syncing
- When it last worked

We can check sync logs on our side.

## Related articles
- [Connecting HubSpot](https://katalyz.crisp.help/en/article/connecting-hubspot-160gs96/)
- [Connecting Salesforce](https://katalyz.crisp.help/en/article/connecting-salesforce-1nj5zkn/)
- [CRM field mapping & sync](https://katalyz.crisp.help/en/article/crm-field-mapping-sync-hubspot-salesforce-fzz4c/)
- [Disconnecting an integration](https://katalyz.crisp.help/en/article/disconnecting-an-integration-prb53m/)