Technical

These are general technical frequently asked questions, please see support articles for your specific platform for more details.

How can I check to see if the tracking codes are properly set up?

You can see the status of Javascript code in the All Active Stores view https://bigcommerce.hubshop.ly/admin/shops?scope=active The indicator should say Yes for proper installation. If the indicator says No, follow the instructions in the first part of these FAQs under Installation and confirm.

The tracking codes are not set up correctly, what do I do?

In most instances, the shop owner needs to re-connect their store to HubSpot. See the instructions below for reconnecting your store:

  1. Log in as the store owner in your store.
  2. Log in to your HubSpot portal as a user with Super Admin level permissions in another tab.
  3. Navigate to the HubShop.ly app page in your store (usually in the Apps or My Apps section in the settings).
  4. Click on HubShop.ly link in the list of apps to be taken to the app settings page.
  5. Click on "Connect to HubSpot" link under Billing & Configuration section.
  6. Click Authorize on the new window that pops up.

This particular ‘Contact’ hasn’t properly synced?

On the App dashboard at the bottom, there is a place to sync a single contact. Enter their email address there and wait one hour. If it has not properly populated, let us know via a Support Ticket.

Why is abandoned cart data not coming through Hubspot?

You will need to be able to view the source and edit the html code. You can then paste the personalization token for the product image into the right spot.

We usually recommend that you insert the token into an open spot in your email, then view source and paste into the html tags

<img src="[product image url token]" alt="[product name token]">

https://knowledge.hubspot.com/articles/kcs_article/cos-general/how-to-use-personalization-with-your-content

How can I log back into Hubshop.ly integration if I have forgotten my login information?

To reset your connection with a new user, please follow these steps:

  1. Log in as the store owner in your store.
  2. Log  into your HubSpot portal as a user with Super Admin level permissions in another tab.
  3. Navigate to the Hubshop.ly app page in your store ( usually in the Apps or My Apps section in the settings).
  4. Click on Hubshop.ly link in the list of apps to be taken to the apps setting page.
  5. Click on “Connect to HubSpot” link under Billing and Configuration section.
  6. Click Authorize on the new window that pops up.

How do you display an abandoned product in a Hubspot email template?

Assuming you have set up the integration correctly according to our documentation (https://support.groovecommerce.com/hubshop-ly-shopify), your customer abandoned product details will appear in the newly created Customer Data Property group in Hubspot - there are a number of contact property fields that contain information on abandoned items (Abandoned Cart Product 1, Abandoned Cart Product 2, etc.).

Why can’t I see the fields the order data is populating in my Hubspot portal?

  1. Log in as the store owner in your store.
  2. Log  into your HubSpot portal as a user with Super Admin level permissions in another tab.
  3. Navigate to the HubShop.ly app page in your store (usually in the Apps or My Apps section in the settings).
  4. Click on HubShop.ly link in the list of apps to be taken to the app settings page.
  5. Click on "Connect to HubSpot" link under Billing & Configuration section.
  6. Click Authorize on the new window that pops up.

How long does it take for my initial sync to finish?

This is all based upon the speed of both your cart and HubSpot’s api’s.  It can take a few hours for a smaller store, those with over 100,000 orders may take a few days.  You will get an email once it's completed.

How fast will my orders sync to HubSpot once running?

We like to say ‘near real time’.  We get notified about a new order from your cart, grab the data and then push to HubSpot.  Our process takes less than 30 seconds, but may get slowed down on one side or the other. For example, we have seen HubSpot process the data within a few minutes, we have also seen them take an hour or two.

Can you add XX field?

If it is available from API’s we connect with, then it usually isn’t a problem. Contact our support team for help with any requestions.

I’ve read all the FAQs and I still don’t know the answer to my question:

Email us directly at support@groovecommerce.com or open a Support Ticket by submitting this form http://support.groovecommerce.com/kb-tickets/new