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Troubleshooting

Common issues and how to resolve them. If your problem isn’t listed here, open the affected event in the dashboard and ask the agent — it has full execution traces and usually pinpoints the cause.

“Event blocked: 429 Too Many Requests”

Your organization hit its tier quota.

• Developer tier: 2,000 events/month. Upgrade to Starter (25,000/month) or Pro (75,000/month) for more headroom.
• Higher volumes: Scale includes 400,000 events/month; Enterprise plans include a custom fair-use band. Visit Settings → Billing.

“Sync failed: HubSpot 401 Unauthorized”

Your HubSpot OAuth token has been revoked or expired.

1. Go to Settings → Integrations → HubSpot.
2. Click Reconnect and approve the OAuth flow again.
3. Retry the failed event from the dashboard.

If reconnect fails, your HubSpot admin may have removed Plugsync from approved apps. Ask them to reapprove.

“Identity mapping conflict: ambiguous match”

Plugsync found two HubSpot records that could match the incoming event (e.g., two contacts with the same email).

• Open the event in the dashboard. The conflict resolution panel shows both candidates.
• Pick the correct match, or merge the duplicates in HubSpot first and retry.
• This is about identity matching, not field-level conflicts. For per-field conflict resolution between your source system and HubSpot edits, see Bidirectional sync and conflict resolution: configure the connector’s conflicts block with strategy set to source_wins, target_wins, or most_recent.

“Custom object property does not exist”

The connector tried to write to a HubSpot property that isn’t defined on your portal.

• Open HubSpot Settings → Properties and create the property.
• Or, change the field mapping to point to an existing property.

“Webhook signature invalid”

The HMAC signature on your inbound webhook didn’t match.

• Confirm the secret in your sender matches the one shown under the connector’s Webhooks tab.
• Confirm the signature header name and encoding (default: x-signature-sha256, HMAC-SHA256 of the raw body, base64-encoded).

“My connector is paused”

Connectors auto-pause after repeated permanent errors to prevent runaway failures.

• Open the connector and click Resume.
• Review the latest failed events to fix the root cause first; otherwise it’ll re-pause.

Still stuck

Email [email protected] with:

• Your organization ID (Settings → Account).
• The connector ID and event ID for the failure.
• The execution trace (downloadable from the event detail page).

Pro and Enterprise customers have priority response SLAs.