Context

When a lead submits a form in Surface Labs, it is expected to be synced to HubSpot automatically. In some cases, a lead may appear in the Forms section but fail to sync to HubSpot. This article explains the most common reasons why this happens.

Answer

There are a few reasons why a lead may not be pushed to HubSpot:

1. Invalid email address: If our email checker marks the submitted email as invalid, the lead will not be pushed to HubSpot. This is to prevent bad data from entering your CRM.

2. Email marked as "abuse": Some emails are flagged as abuse by our email validation system. For inbound form submissions, leads with abuse-flagged emails that have valid MX records should still be passed through to HubSpot. If you notice a legitimate lead being blocked for this reason, please contact support.

3. HubSpot account disruption or migration: If your HubSpot account undergoes a migration or experiences downtime, leads submitted during that window may fail to sync. In this case, please reach out to our support team and we can re-run the workflows for the affected leads.

4. Unexpected platform behavior: In rare cases, a lead captured via a form may not appear in the Leads Hub due to an unexpected issue. If you notice a lead showing under Forms but not under the Leads section, please contact support so we can investigate and escalate as needed.

If you believe a lead was incorrectly blocked or failed to sync, please reach out to our support team with the lead's email address and we will investigate and re-push the lead to HubSpot if appropriate.