Articles on: Troubleshooting & FAQ

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If it shows Disconnected or Error, the OAuth token expired or the authorization was revoked on the CRM side.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 (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.


Updated on: 18/06/2026

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