Troubleshooting and FAQs

Find fixes for common HubSpot integration issues, and answers to frequently asked questions.

Troubleshoot common issues

Find your specific issue below, ordered from most to least critical.

Customer syncs fail or show errors

When a Customer sync from Advanced Billing to HubSpot fails, you can view detailed error logs directly within Advanced Billing.

To view Customer sync error logs

1. On the HubSpot integration's home page in Advanced Billing, find the Customers section.
2. Click Re-sync Customers to start a manual sync. While it runs, you'll see inline progress ("Syncing — N customers processed…").
3. If errors occur, the Sync errors section shows the failed records and the messages HubSpot returned for each.

Common causes:

• Invalid email addresses. HubSpot requires a valid email format. An invalid email, such as acme2025@gmail.cim, causes that Customer record to fail.
• Mismatched property values. If your HubSpot account has customized a field like Country/Region into a strict dropdown, its internal values must match what Advanced Billing sends (for example, HubSpot expecting "US" when Advanced Billing sends "United States").

If even one Customer record fails, the Last successful manual sync date doesn't update, even though the sync keeps processing every other record.

To resolve and prevent these errors:

• Correct invalid email formats in Advanced Billing, and align mismatched property values so they match exactly between HubSpot and Advanced Billing.
• Periodically review Customer records for invalid emails or misaligned custom property values.
• Before introducing a new custom field in HubSpot, confirm it's compatible with the values Advanced Billing sends.
• If problems persist, export your Customer list to CSV, filter for invalid or mismatched values, and contact Support with the error details.

Once you make corrections, re-run the sync to push the updated records to HubSpot.

HubSpot deal amount didn't update

Check the following:

• Verify the subscription was created successfully in Advanced Billing.
• Allow a short delay for the sync, then refresh the deal.
• Confirm the HubSpot products are mapped to Advanced Billing products or components.
• Check whether your site calculates the deal amount from Advanced Billing's own totals or from a HubSpot rollup value — this changes what the amount actually reflects. See Configure HubSpot Integration Sync Options.

Taxes aren't showing on an invoice

If taxes aren't appearing on the invoice shown in the Subscription Preview or a deal's line items, verify that the city, state, and country values on the billing Contact record are values Advanced Billing's tax engine recognizes.

Totals don't match what you expect

Check the following:

• Re-check every edited price and quantity in the Custom Pricing wizard.
• Verify the billing period, proration, and any trial or one-time charges.
• Confirm that unsupported metered or usage-based components aren't required for this deal.

The Custom Pricing button isn't visible

Check the following:

• Confirm Enable Custom Pricing from HubSpot to Advanced Billing is turned on. See Configure HubSpot Integration Sync Options.
• Confirm you have access to the Subscription Preview, and that products or components are added as line items on the deal before opening it.
• Refresh the deal page to reload the Activity section.

Grant Maxio Support access to HubSpot

Occasionally Advanced Billing Support needs to view your HubSpot account to troubleshoot an issue.

To grant Maxio Support access

1. In HubSpot, go to Settings to view your account preferences.
2. From the left column, select Users & Teams > Create user.
3. Invite Maxio Support by adding the email support@maxio.com, unless Support gives you a different address to use.
4. Select the CRM and Sales permissions needed for the issue, such as view access to Deals, Contacts, and Companies. The exact permissions needed vary by issue.
5. Save and send the invite.

If you can't complete these steps, check whether:

• A System Admin has disabled the ability for non-admins to grant access.
• Your HubSpot license doesn't include the Hub the access requires.
• Your own HubSpot permissions don't allow granting access — in many accounts, this requires Super Admin.

For more on HubSpot user permissions, see HubSpot's user permissions guide.

A HubSpot API rate limit error appears while creating a subscription

Advanced Billing throttles its own calls to HubSpot's API to avoid exceeding HubSpot's limits. If you see "HubSpot API rate limit reached. Please try again," wait a moment and retry — this isn't a sign anything failed, just that the integration is waiting for API capacity to free up.

Frequently asked questions

Common questions about what the integration does and doesn't support, ordered from most to least critical.

Can I use the integration with a site on the legacy Statement architecture?

No — the integration is intended for sites on Advanced Billing's newer Relationship Invoicing architecture. If your site is on the older Statement-based architecture, contact support@maxio.com about upgrading.

What happens if I don't migrate to the new Advanced Billing cards before September 30, 2026?

HubSpot disables the legacy cards on that date. Until you complete the migration, no Maxio data appears on your Contact, Company, or Deal records.

Do I need to re-authenticate or reconnect Maxio to migrate to the new Advanced Billing cards?

No. Your existing Maxio connection and data aren't affected — this migration only changes which cards display, not how the integration connects or syncs. See Migrate to the New HubSpot Advanced Billing Cards.

I manage multiple HubSpot portals with Maxio installed. Do I need to migrate each one separately?

Yes. Complete the card migration separately in every HubSpot portal where Maxio is installed.

Can I restrict functionality based on user roles?

The integration doesn't restrict anything by role on its own. Any HubSpot user who can see a Contact, Deal, or Company record can use the full Maxio CRM card, and access to the integration's own settings is controlled the same way you'd control access to any other connected app in HubSpot.

Can I use Advanced Billing coupons with this integration?

Yes. The integration syncs your product catalog, including coupons, into the HubSpot Product Library. Once a coupon is associated with the deal, click Sync Deal with Maxio and the discount updates the line item values.

Does the integration support custom line item pricing?

Only through the Custom Pricing wizard. Editing a HubSpot line item's price directly, outside the wizard, is never picked up by the integration — see Set Custom Pricing on a HubSpot Deal.

Does the integration support Subscription Groups or parent/child relationships?

Not for creating or managing them from HubSpot. A narrow, opt-in timeline notification exists for Subscription Group card updates, but there's no group creation, membership view, or parent/child handling anywhere in the integration.

Can I use the HubSpot Merge feature?

Not for most customers. Merging a deal record into another loses the previous Maxio CRM card, so Advanced Billing doesn't support it.

Is the integration using HubSpot Custom Objects?

No. The integration currently uses the CRM card, timeline events, and Product Library functionality — not HubSpot's Custom Objects platform feature.