1. Check the connection
Read the status badge
A green Connected badge means the OAuth token is valid. A red Reconnect banner means the token has been revoked or expired.
Common causes for a HubSpot connection going bad:
- The HubSpot user who authorised Flowella was removed from the portal.
- HubSpot rotated the token because it had not been used recently.
- A Super Admin disabled the Flowella integration in HubSpot’s app settings.
2. Form submissions not appearing in HubSpot
If a contact completes a WhatsApp Flow but you can’t see the submission in HubSpot:Field mapping mismatch
The Flow may include a field that doesn’t map to a HubSpot property of a compatible type. Open the form on the Forms page and review the mapping for each field.Required field is empty
If a HubSpot form field is marked required and the WhatsApp Flow allowed the user to skip it, the submission will be rejected by HubSpot. Make the field optional in HubSpot, or required in the Flow.Phone number format
HubSpot is strict about phone format. See Phone number format — most “missing contact” issues come down to E.164 vs national format.Lookup happens after the workflow action runs
If your HubSpot workflow runs immediately on form submission, race conditions can cause the workflow to fire before Flowella has finished writing the contact. Add a short delay (1–2 minutes) at the start of the workflow, or trigger off the contact property change instead of the form submission.3. Workflow actions stalled or failing
If a HubSpot workflow that includes a Flowella action is stuck:Open the workflow’s Action history
In HubSpot, find the contact, scroll to Workflow History, and click into the failing run. HubSpot shows the response Flowella returned for each action.Common error responses
| Error | What to do |
|---|---|
Channel not found | The workflow points at a channel that no longer exists. Edit the action and pick a current channel. See Multi-channel. |
Template not approved | The template referenced has changed status to REJECTED, PAUSED, or DISABLED. See Template rejected. |
Contact opted out | The contact has opted out on this channel. Honour the opt-out — do not work around it. |
Phone number invalid | The contact’s phone is not in E.164. See Phone number format. |
Subscription required | Your Flowella plan does not include this action, or your subscription has lapsed. See Billing. |
Action exists but does nothing
If the workflow runs without errors but no message arrives, double-check:- The action is enabled (not paused).
- The recipient is enrolled in the workflow at the right step.
- HubSpot’s enrolment criteria still match the contact.
4. Sync direction confusion
Flowella sync is bidirectional but partial:- WhatsApp Flow submissions → write contact properties to HubSpot.
- HubSpot workflow actions → send WhatsApp messages and templates.
- Inbound WhatsApp replies → log to the contact timeline (does not auto-update properties).
Still stuck?
Capture the following before contacting support:
- The last sync timestamp from Settings → HubSpot
- The exact error message (or screenshot) Flowella or HubSpot returned
- The affected contact ID and workflow ID