Frequently asked questions

Getting started

What do I need before I connect a platform?

Admin access to HubSpot and to ConnectWise PSA, so you can authorize HubConnector and, for ConnectWise, create a dedicated API member. See Connect your first platforms.

Which platforms does HubConnector support?

HubSpot and ConnectWise PSA. HubConnector syncs records between the two, in both directions.

Do I need to link existing records before I start syncing?

Only if both platforms already contain records for the same companies or contacts. Run Auto-Match first so your first sync links to the existing records instead of creating new ones. If one platform is empty, this step is optional.

How sync works

How often does HubConnector sync?

Platforms that send webhooks sync in real time as changes happen. HubConnector also polls every 5 minutes to catch anything a webhook missed.

What happens if the same record changes on both platforms at once?

HubConnector resolves the conflict field by field, normally using whichever side changed more recently. See How HubConnector resolves conflicts.

Will HubConnector create duplicate records?

HubConnector checks for an existing match before creating any record, and links to it instead when the match is confident. See How duplicate detection works and Link existing records with Auto-Match.

Why don't my changes sync back and forth in a loop?

HubConnector recognizes its own writes and skips syncing them back to where they came from. See Why changes don't bounce back.

If I delete a record on one platform, does it delete on the other?

No. Deleting a record on one platform does not delete its linked copy on the other. HubConnector stops syncing that pair, so the deleted record is not created again. An admin can allow it again from Entity Links.

Can I change which fields sync?

ConnectWise PSA connections get default field mappings for companies and contacts automatically. For other changes, email hello@hubconnector.io. See How field mapping works.

Billing and trial

Is there a free trial?

Yes. New accounts start on a 14-day free trial on the Professional plan.

How much does HubConnector cost?

Starter is $99 a month and Professional is $199 a month. See Pricing for what each plan includes.

How do I cancel?

Email hello@hubconnector.io and we will cancel your subscription.

Data and security

Where is HubConnector hosted?

On AWS, in the Sydney (ap-southeast-2) region.

How are my platform credentials protected?

Each connection's credentials are encrypted with their own AWS KMS data key, scoped to your account, so a key generated for one account cannot be used to decrypt another account's credentials.

Are webhook requests verified?

Yes. Inbound webhooks from HubSpot and ConnectWise PSA are all signature-checked, and a request with a missing or invalid signature is rejected.

How long do you keep my sync history?

While your account is active, HubConnector does not currently delete sync events automatically. The Audit Trail page shows the most recent 100 events. To ask about your data after account closure, email hello@hubconnector.io.

Troubleshooting

A record didn't sync. What do I check first?

Search the audit trail for the record, by its ID or by correlation ID, and look for a Skipped or Failed event.

I see a record linked or created that I didn't expect.

Read How duplicate detection works and Link existing records with Auto-Match to see how HubConnector matches records, then email hello@hubconnector.io with the record IDs if something still looks wrong.

Where can I get help?

See Get help for how to contact us and what to include.