Troubleshoot sync
A four-step diagnostic when a HubSpot or Stripe record is missing or stale in Pivotal.
A four-step diagnostic when a HubSpot or Stripe record is missing or stale in Pivotal.
A customer should be in Pivotal but isn’t. Or a field went stale and the customer page still shows last quarter’s MRR. Work through these four checks in order before you escalate to support. Three out of four cases resolve on step one or two.
Open Admin > Integrations > [provider]. The banner at the top of the page reads Connected, Reauthorize, or Disconnected.
If it says Reauthorize, the OAuth token expired or your IT team rotated the user who installed it. Click the button and walk the OAuth flow again. Sync resumes automatically.
If it says Disconnected, the connection was deleted (by you, by an admin, or by the provider revoking the app). Reconnect from scratch. Your field mapping is preserved.
Below the connection banner, you see two timestamps:
If Last incremental update is more than 30 minutes old during business hours, the webhook channel from the provider is broken (HubSpot dropped the subscription, Stripe’s endpoint signature failed). The nightly sync still picks up changes, but real-time is gone until you reconnect.
If Last full sync is more than 24 hours old, the nightly job failed. Click Run sync now and watch the log.
Click View log on the integration page. The log shows every sync attempt for the last 30 days, with status, duration, and error counts. Filter to Errors only.
Common error types and what they mean:
Click any log row to see the offending record id, the provider response body, and a Retry this record button.
If the integration looks healthy but one specific customer is wrong, open the customer page, click the ⋯ menu in the header, and pick Resync from HubSpot or Resync from Stripe. This pulls that one record fresh and overwrites the Pivotal fields the mapping covers.
For a fleet-wide resync, the Run sync now button on the integration page does the same for every mirrored record.
If a HubSpot company isn’t in the list you mirror (see Connect HubSpot), the sync never sees it. Check the list membership in HubSpot before assuming the sync is broken.
Email help@pivotal.app with a screenshot of where you got stuck and the customer or onboarding id from the URL.