Fix a sync that failed

What you'll need

• A connected CRM. If yours needs reconnecting, the first section below covers it.

1. Find the failed captures

   In Captures, open Any state and choose Failed. The reason shows under each status.

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2. Open the capture

   Select the person. Under Connection details, the CRM sync row shows the status and, for a failure, the reason.

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3. Fix the cause, then retry

   Match the reason to the sections below. When it is fixed, choose Retry sync under CRM links.

Result: the status changes to In the CRM, and the message Retry succeeded — this capture is now synced to your CRM. appears.

The reason on the capture

The write to the CRM did not go through.

The send did not complete. Choose Retry sync. If it fails again, check the connection in the next section.

The write to the CRM was rejected.

Your CRM refused the record. Check the CRM's own rules for contacts, such as required fields, then choose Retry sync.

No CRM was connected when this capture was last synced.

Connect a CRM on Connections, then choose Retry sync.

The connection needs attention

Your workspace’s HubSpot connection needs to be reconnected. Ask an owner or admin to reconnect it.

The message names your CRM. On Connections, the CRM shows Reconnect required and Syncing and chat tools are off. An owner or admin chooses the button next to it, which reads Reconnect followed by your CRM's name.

Your workspace has no CRM connected. Ask an owner or admin to connect one.

An owner or admin connects one on Connections.

Your workspace has more than one CRM connected, and RareMachine works with one. Ask an owner or admin to keep one.

An owner or admin disconnects the CRM you do not want to keep, on Connections.

No active CRM connection is available to retry this capture.

The same fix: connect or reconnect your CRM, then retry.

What Retry sync can answer

A sync for this capture is already running. Wait and refresh; do not send it again.

Wait a moment, refresh the page and check the status.

An earlier sync to HubSpot did not confirm whether it finished. To avoid creating a duplicate, we check HubSpot before writing again. Retry in 10 minutes. If this lead has no email or phone, we cannot check automatically; contact support.

Wait the time it says, then retry. If the lead has no email or phone, contact support.

Could not assign this lead to its original capturer. Ask an admin to check that salesperson’s HubSpot owner mapping and active membership, then retry. No contact was created.

The CRM could not find an owner for the teammate who captured the lead. An admin checks that teammate's owner match on Connections and that they are still an active member, then retries.

Could not look up the original capturer’s HubSpot owner. Check the connection and owner-read permissions, then retry. No contact was created.

An admin checks the connection and that the CRM account allows reading owners, then retries.

Retry failed again. See the failure reason above.

Read the reason on the capture again and use the matching fix.

Tags did not arrive

Tags were not sent: the HubSpot contact property "raremachine_tags" does not exist. Ask a HubSpot admin to create it (Single-line text), then export the tags again.

Create a contact property named raremachine_tags in HubSpot, as a single-line text field. Then, in Captures, select the leads and choose Export tags to CRM. For several captures at once, Why did they fail? in the results bar lists each reason.