Read this page as a quick path: scan the headings, use the step blocks, and escalate if the expected result does not happen.
The most common cause is the "Do nothing" setting. If you selected "Do nothing" for existing contacts in your HubSpot integration, Referral Factory will silently skip any user who already exists in HubSpot.
This applies separately to the Referrers and Leads tabs — check both.
How to fix it
- Go to Campaign Settings → Integrations and API → CRM tab, then open the HubSpot section.
- Check the Leads tab and the Referrers tab independently.
- Under "How to handle duplicate users," change the setting from "do nothing, do not update the Contact" to "update the Contact that already exists in HubSpot" if you want existing contacts to be updated.
- Save your changes.