Troubleshooting

When something isn’t working in Rizer, this article helps you diagnose and fix it. Problems are organized by symptom — find what you’re experiencing and follow the steps to resolve it.

HubSpot Connection Issues

Connection Shows Disconnected

Symptoms:

• Integration status shows “Disconnected” with red badge
• Rizer card doesn’t load in HubSpot
• No data syncing between systems

Possible causes:

1. HubSpot password changed — Changing your HubSpot password invalidates the OAuth connection.
2. User who connected was deactivated — If the HubSpot user who authorized Rizer is removed from HubSpot, the connection breaks.
3. Permissions revoked in HubSpot — Someone manually disconnected Rizer from HubSpot’s Connected Apps settings.
4. Token expired — OAuth tokens can expire after extended periods of inactivity.
5. HubSpot subscription lapsed — If your HubSpot account is suspended or downgraded, API access may be blocked.

Solutions:

1. Go to Settings > Integrations > HubSpot
2. Click Connect
3. Log in to HubSpot with a current Admin account
4. Review and approve the permissions
5. Complete the authorization

Your data is preserved. Reconnecting resumes normal operation.

Unable to Connect Initially

Symptoms:

• Clicking Connect leads to errors
• Redirected back to Rizer without successful connection
• Error messages during authorization

Possible causes and solutions:

Insufficient HubSpot permissions:

• You must be a Super Admin or Admin in HubSpot
• Check your role in HubSpot Settings > Users & Teams
• Ask a HubSpot Admin to connect if you lack permissions

Browser blocking the connection:

• Ad blockers or privacy extensions can interfere
• Try an incognito/private window
• Disable extensions temporarily
• Whitelist rizer.io and hubspot.com

Corporate firewall or VPN:

• Network restrictions can block OAuth
• Try from a different network
• Disable VPN temporarily during connection
• Ask IT to whitelist necessary endpoints

HubSpot subscription limitations:

• Rizer requires Sales Hub with API access
• Free HubSpot may have limited API access
• Verify your subscription includes API access

“New Scopes Required” Message

Symptom:

• Message appears on integration page asking for additional permissions

What it means:

• Rizer has added features requiring new HubSpot permissions
• This is normal and expected when features are added

Solution:

1. Click Allow on the message
2. Review the requested permissions in HubSpot
3. Click Connect app to grant them
4. Return to Rizer

This doesn’t disconnect anything — it just adds permissions.

Connection Loops or Errors

Symptoms:

• Repeatedly redirected between Rizer and HubSpot
• “State mismatch” or “Invalid redirect URI” errors
• Connection never completes

Solutions:

1. Clear browser state:
   • Close all Rizer and HubSpot tabs
   • Clear browser cache and cookies
   • Open a fresh browser window
   • Try connecting again
2. Use the correct HubSpot portal:
   • If you have multiple portals, log into the right one first
   • Then authorize from that session
3. Try a different browser:
   • Some browsers handle OAuth differently
   • Try Chrome, Firefox, or Edge
4. Check for pending HubSpot notifications:
   • Log into HubSpot directly
   • Complete any security alerts or required actions
   • Then try connecting Rizer

Data Sync Issues

Deals Not Appearing in Rizer

Symptom:

• You marked a deal as closed-lost in HubSpot but it doesn’t show in Rizer

Diagnostic questions:

1. Is the deal in an imported pipeline?
   • Go to Settings > Integrations > HubSpot > Settings > Deal Import
   • Verify the pipeline is selected
   • If not, add it and save
2. Is the deal in a closed-lost stage?
   • In HubSpot, verify the stage is configured as “Closed Lost”
   • Rizer only imports from closed-lost stages
3. Is auto-recycle enabled?
   • If disabled, deals appear in “Not in recycling” instead of “In recycling”
   • Check Settings > Integrations > HubSpot > Settings > Deal Import
4. Has enough time passed?
   • Sync runs every 15 minutes
   • Wait at least 20-30 minutes before troubleshooting

Solutions:

• Add the pipeline to import settings if missing
• Verify stage configuration in HubSpot (Settings > Objects > Deals > Pipelines)
• Enable auto-recycle if you want automatic import
• Wait for the next sync cycle

Missing Contacts on Deals

Symptom:

• Deals appear in Rizer but contact information is missing or incomplete

Why this happens:

• Contact data syncs separately from deals (hourly vs. every 15 minutes)
• The deal was imported but contact sync hasn’t run yet

Solutions:

1. Wait for contact sync — Contact information syncs hourly. Wait up to 60 minutes, then refresh.
2. Check contact exists in HubSpot:
   • Open the deal in HubSpot
   • Verify a contact is associated
   • If no contact, add one — it will sync next cycle
3. Verify permissions:
   • Go to Settings > Integrations > HubSpot
   • If you see “New scopes required,” click Allow
   • Reauthorize if needed

Sync Delays

Symptom:

• Changes in HubSpot take longer than expected to appear in Rizer

Expected sync times:

Data Type	Sync Frequency
Deal status changes	Every 15 minutes
Lead status changes	Every 15 minutes
Contact information	Every hour
Company information	Every hour
Pipelines and stages	Daily
Products	Daily
Users	Daily

When delays are normal:

• Change made 5 minutes ago? Wait another 10-25 minutes
• Contact updated 30 minutes ago? Wait another 30 minutes

When delays indicate problems:

• Deals not syncing after 30+ minutes
• Contacts not syncing after 2+ hours
• Last import timestamp not updating

Solutions:

1. Check last import timestamp:
   • Go to Settings > Integrations > HubSpot
   • If current, syncs are working but specific data hasn’t changed
   • If outdated (hours old), there may be a connection issue
2. Force a reconnection:
   • Go to Settings > Integrations > HubSpot
   • Click Disconnect, then immediately Connect
   • Reauthorize and wait 15 minutes
3. Check HubSpot API limits:
   • Very large accounts may hit rate limits
   • Syncs resume automatically once limits reset
   • Contact support if this happens consistently

Data Discrepancies

Symptom:

• Data in Rizer differs from HubSpot (deal values, owner names, stages)

Common discrepancies explained:

Deal value currency:

• Rizer converts to your default currency
• Different currencies show converted amounts

Owner name differences:

• If a name changed in HubSpot, it syncs within 24 hours (daily user sync)

Stage shows old value:

• Recent changes take up to 15 minutes
• Refresh after 20 minutes

Products missing:

• Product data syncs daily
• Line items on deals sync within 15 minutes

Solutions:

1. Verify data in HubSpot — Confirm what the correct value should be
2. Wait for appropriate sync cycle — Different data types sync at different intervals
3. Trigger a sync for specific records:
   • Make a minor change to the deal in HubSpot (add a note)
   • This triggers a sync for that deal
   • Check Rizer within 15 minutes

Duplicate Records

Symptom:

• Same deal appears multiple times in Rizer

Why this happens (rare):

• Deal deleted and recreated in HubSpot with same name
• Sync conflicts during network issues

Solution:

1. Note the deal IDs of both records (visible in URL when viewing)
2. Contact Rizer support with the duplicate IDs
3. Support will merge them

Don’t try to delete duplicates yourself — this may affect historical data.

Recycling Issues

Cannot Recycle a Deal

Symptom:

• Recycle button doesn’t work, shows error, or isn’t available

Possible causes and solutions:

Deal is already recycled:

• Search for the deal in Rizer
• Check if it’s in “In recycling,” “Ready for callback,” or another status
• If found, it’s already being tracked

Deal is not closed-lost:

• Rizer only allows recycling closed-lost deals
• Verify the deal is in a closed-lost stage in HubSpot
• Mark it as closed-lost first if needed

Missing recycle reason:

• The form requires a recycle reason
• Select a reason from the dropdown
• For multi-product deals, assign a reason to each product

Callback date invalid:

• Date must be today or in the future
• Check for any validation errors on the form

Insufficient permissions:

• Standard users can only recycle deals they own
• Ask an Admin or the deal owner to recycle it
• Or ask an Admin to reassign the deal to you first

Browser issues:

• Clear cache and refresh
• Try an incognito window
• Try a different browser

Deal Stuck in Status

Symptom:

• Deal won’t move from “In recycling” to “Ready for callback”
• Can’t mark as completed
• Status seems frozen

Deal stuck in “In recycling”:

1. Check callback date:
   • Open the deal in Rizer
   • Verify the callback date
   • If the date hasn’t arrived, the deal correctly stays in recycling
2. Wait for daily status update:
   • Deals move to ready at midnight (organization timezone)
   • If today is the callback date, wait until after midnight
3. Check missing feature trigger:
   • If recycled for a missing feature, check feature status
   • Feature must be marked “Completed” to trigger ready status
   • Update feature status in Reports > Missing Features

Deal stuck in “Ready for callback”:

1. Auto-creation limits reached:
   • Check Settings > Integrations > HubSpot > Settings > Deal Export
   • If using Limited strategy, you may have hit the daily/weekly limit
   • Deals wait until the next allowed period
2. Day-of-week restrictions:
   • Check which days are enabled for auto-creation
   • Deals wait until the next allowed day
3. Auto-creation set to None:
   • If strategy is None, you must manually re-engage
   • Select deals and click “Re-engage prospect”

Cannot mark as completed:

• Check if the deal has active dependencies (in a nurturing flow)
• Remove from flows first, then mark completed

Re-engagement Fails

Symptom:

• Clicking to re-engage doesn’t create a record in HubSpot
• Error message appears
• Record doesn’t show up in HubSpot

Diagnostic steps:

1. Check HubSpot connection:
   • Go to Settings > Integrations > HubSpot
   • Verify status shows “Connected”
   • Reconnect if disconnected
2. Verify export configuration:
   • Go to Settings > Integrations > HubSpot > Settings
   • Check Deal Export or Lead Export tab
   • Ensure pipeline and stage are selected
   • Verify pipeline and stage still exist in HubSpot
3. Check error message:
   • “Pipeline not found” — Selected pipeline was deleted in HubSpot. Update export settings.
   • “Insufficient permissions” — Reauthorize HubSpot connection.
   • “Owner not found” — Assigned owner was deactivated in HubSpot. Assign a different active owner.
   • “Required property missing” — HubSpot requires properties not set. Check HubSpot pipeline settings.

Solutions:

• Update export pipeline if it was deleted
• Reauthorize HubSpot if permissions are missing
• Assign a different active owner
• Set required properties in HubSpot or reduce required fields

Cannot Change Recycle Reason

Symptom:

• Want to update a deal’s recycle reason but it won’t save

Solutions:

1. Edit the recycled deal:
   • Go to Deals > In recycling
   • Click the deal to open details
   • Click Edit
   • Update the recycle reason
   • Click Save
2. Check deal status:
   • Recycle reasons can typically only be edited for deals in “In recycling”
   • Deals in “Ready for callback” or “Recycling completed” may have limited editing

Bulk Recycling Problems

Symptom:

• Bulk recycling fails or only partially succeeds

Common causes:

Mixed deal states:

• Selected deals in different states (some already recycled)
• Filter to show only “Not in recycling” deals
• Select only from that filtered list

Validation failures:

• If any deal fails validation, the batch may fail
• Try recycling individually to identify the problem deal
• Fix that deal, then bulk recycle the rest

Too many deals at once:

• Bulk operations have limits (typically 100)
• Process in smaller batches (50 or fewer)

AI Suggestions Not Appearing

Symptom:

• No AI suggestions for recycle reason or callback date when recycling

Why this happens:

AI suggestions require:

• Deal notes or description in HubSpot
• Organization website configured in Settings
• Sufficient deal history to analyze

Solutions:

1. Add deal context:
   • Add notes to the deal in HubSpot explaining why it was lost
   • Include competitor, feature, or budget details
   • Wait a few minutes and try again
2. Configure organization website:
   • Go to Settings > Organization
   • Ensure website URL is filled in
   • Save changes
3. Wait for AI generation:
   • Suggestions can take 10-30 seconds
   • Wait for loading indicator to finish
   • Don’t close the form while it’s loading

If AI still doesn’t generate suggestions, manually select the recycle reason and callback date.

Email Nurturing Issues

Domain Verification Failed

Symptom:

• Domain shows “Pending verification” indefinitely
• Verification fails after adding DNS records

Solutions:

1. Wait for DNS propagation:
   • Most verify in 15-30 minutes
   • Some providers take up to 48 hours
   • Wait at least 2 hours before troubleshooting
2. Check DNS records are correct:
   • Go to Settings > Nurturing > Domains
   • Click the domain to expand DNS details
   • Compare required records with what you entered
   • Common mistakes:
     • Missing periods at the end of values
     • Extra spaces before or after values
     • Wrong record type (TXT vs CNAME)
     • Records on root domain instead of subdomain
3. Verify DNS propagation externally:
   • Use an online DNS checker tool
   • Enter your subdomain
   • Check that SPF, DKIM, and CNAME records appear
   • If they don’t show, records haven’t propagated yet
4. Check subdomain placement:
   • Records should be on your subdomain (mail.yourcompany.com)
   • Not on root domain (yourcompany.com)
   • In your DNS provider, the “host” or “name” field should be “mail” (or your subdomain prefix)
5. Re-enter DNS records:
   • Delete incorrect records from DNS provider
   • Add them again, copying exactly from Rizer
   • Save and wait 30 minutes
   • Click Verify again in Rizer

Emails Not Sending

Symptom:

• Flow is active, contacts are in it, but no emails send

Diagnostic steps:

1. Check domain verification:
   • Go to Settings > Nurturing > Domains
   • Verify status is “Active” (not “Pending verification”)
2. Check sender status:
   • Go to Settings > Nurturing > Senders
   • Verify sender is “Active” (not “Deactivated”)
   • Reactivate if needed
3. Check flow status:
   • Go to Nurturing > Flows
   • Verify flow is “Active” (not “Draft” or “Paused”)
   • Activate if needed
4. Check flow has steps:
   • Open flow details
   • Go to Steps tab
   • Verify at least one email step exists
   • Verify steps have email templates designed
5. Check contacts are in the flow:
   • Go to flow’s Audience tab
   • Verify contacts appear in “Active members”
   • If none, check audience filters
6. Check step timing:
   • Go to Steps tab
   • Check “Step interval” for first email
   • If set to 7 days, contacts must be in flow for 7 days first
   • Change to “Immediately” (0 days) for instant sending

Solutions:

• Complete domain verification if pending
• Reactivate sender if deactivated
• Activate flow if in draft or paused
• Add email steps if missing
• Adjust step timing if delays are too long
• Broaden audience filters if no contacts match

Sender Test Email Doesn’t Arrive

Symptom:

• Clicked “Send test email” but nothing received

Solutions:

1. Check spam folder — Test emails sometimes trigger spam filters
2. Verify domain is Active — Sender’s domain must be verified
3. Check your Rizer account email — Test goes to the email on your account
4. Wait and retry — Sometimes brief delays occur
5. Check sender configuration — Ensure sender is properly set up

Emails Going to Spam

Symptom:

• Emails send but land in recipients’ spam folders

Possible causes and solutions:

New domain reputation:

• New sending domains have no established reputation
• Start with small volumes to build trust
• Increase gradually over weeks
• Send to engaged contacts first

DNS records incomplete:

• Verify all three records are in place (SPF, DKIM, CNAME)
• Use DNS checker to confirm they’re live

Content issues:

• Avoid spam trigger words (FREE, URGENT, ACT NOW)
• Don’t use all caps in subject lines
• Limit exclamation marks
• Include text content (not image-only emails)
• Include valid physical address

Sending too fast:

• Ramp up slowly
• Don’t send thousands on day one

Flow Not Starting

Symptom:

• Flow is active but no contacts entering

Solutions:

1. Check audience filters:
   • Open flow details
   • Go to Audience tab
   • Review matching criteria
   • Check the match count (“X companies match”)
2. Verify matching contacts exist:
   • If zero matches, filters may be too restrictive
   • Or no recycled contacts meet the criteria yet
3. Broaden filters:
   • Remove some criteria to expand audience
   • Save and check match count again
4. Wait for new recycled deals:
   • Flows only enroll contacts when they’re recycled
   • If flow was created before recycling deals, no one enters yet
   • Recycle deals matching the criteria

Emails Going to Wrong Contacts

Symptom:

• People receiving emails who shouldn’t be in the flow

Solutions:

1. Review audience criteria:
   • Go to flow’s Audience tab
   • Click Edit audience
   • Review each filter for accuracy
   • Check for AND vs OR logic issues
2. Remove incorrect contacts:
   • Find them in Active members list
   • Click menu icon, then “Remove from flow”
3. Pause flow if widespread:
   • Pause to stop new enrollments
   • Fix audience criteria
   • Remove incorrectly enrolled contacts
   • Reactivate

High Unsubscribe Rates

Symptom:

• Many contacts opting out of nurturing

Common causes and solutions:

Irrelevant content:

• Review audience targeting
• Make flows more specific to contact needs
• Create separate flows for different recycle reasons

Too frequent:

• Increase step intervals (7+ days between emails)
• Reduce total steps in flow
• Check if contacts are in multiple overlapping flows

Poor subject lines:

• Avoid misleading or spammy subjects
• Test different styles

Too aggressive:

• Focus on value, not hard selling
• Save direct asks for later steps

Monitor and adjust:

• Check flow Performance tab
• Track unsubscribes by step
• Revise or remove problematic emails

Replies Not Arriving

Symptom:

• Contacts reply to nurturing emails but you don’t receive them

Solutions:

1. Check reply-to address:
   • Go to Settings > Nurturing > Senders
   • Verify reply-to is correct
   • Ensure it points to a monitored inbox
2. Check spam on reply-to inbox:
   • Replies might land in spam
   • Check spam/junk folder
3. Subdomain receiving capability:
   • Your sending subdomain may not be configured to receive email
   • Set reply-to to an address on your main domain

Rizer Card Issues in HubSpot

Card Not Loading

Symptom:

• Rizer card shows loading spinner indefinitely
• Card shows error message
• Card doesn’t appear at all

Solutions:

1. Check Rizer connection:
   • Go to Settings > Integrations > HubSpot
   • Verify status is “Connected”
   • Reconnect if needed
2. Add card to layout:
   • Open any deal in HubSpot
   • Click “Customize record” in sidebar
   • Find Rizer card and drag to layout
   • Save
3. Clear browser cache:
   • Clear cache and cookies
   • Refresh the page
   • Try incognito window
4. Try different browser:
   • Some browsers have extension conflicts
   • Test in Chrome, Firefox, or Edge
5. Check HubSpot status:
   • HubSpot may have temporary issues
   • Wait and retry later

Card Shows Wrong Information

Symptom:

• Card displays outdated or incorrect recycling status

Solutions:

1. Wait for sync:
   • Card data syncs periodically
   • Refresh the page after a few minutes
2. Verify in Rizer:
   • Check the deal directly in Rizer
   • If Rizer shows correct info, the card will update on next sync
3. Force refresh:
   • Make a minor edit to the deal in Rizer
   • This triggers a data refresh

Report and Dashboard Issues

Reports Show Unexpected Data

Symptom:

• Numbers don’t match what you expect
• Data seems missing or wrong

Common explanations:

Filter applied:

• Check date filters (year, month)
• Check product or owner filters
• Clear filters to see all data

Different time periods:

• Verify the date range matches your expectations
• “This month” vs “Last month” vs “All time”

Data not yet synced:

• Recent changes may not be reflected
• Wait for sync cycles to complete

Different metric definitions:

• “Lost deals” vs “Recycled deals” are different counts
• “In recycling” doesn’t include “Ready for callback”
• Verify which metric you’re viewing

Dashboard Not Loading

Symptom:

• Dashboard shows loading spinner or errors

Solutions:

1. Refresh the page — Simple first step
2. Clear browser cache — Cached data can cause issues
3. Try different browser — Rule out browser-specific problems
4. Check internet connection — Verify connectivity
5. Wait and retry — Temporary service issues resolve themselves

Performance Issues

Rizer Running Slowly

Symptom:

• Pages take long to load
• Actions feel sluggish

Solutions:

1. Clear browser cache — Accumulated data slows things down
2. Check your internet — Slow connection affects everything
3. Try different browser — Some browsers perform better
4. Close other tabs — Free up browser resources
5. Check if issue is widespread:
   • Ask teammates if they’re experiencing it
   • If everyone is affected, it may be a temporary service issue

Actions Timing Out

Symptom:

• Operations fail with timeout errors
• Large bulk operations don’t complete

Solutions:

1. Reduce batch size — Process fewer records at once
2. Retry the operation — Temporary issues may resolve
3. Check during off-peak hours — Less load on systems
4. Contact support — If persistent, there may be an underlying issue

When to Contact Support

Reach out to Rizer support when:

• Problems persist after trying relevant troubleshooting steps
• Error messages reference “server error” or “unexpected error”
• You see errors you don’t understand
• Data issues persist for 48+ hours despite correct settings
• Connection problems don’t resolve with reconnection
• You need help with something not covered in documentation

What to Include in Support Requests

Help support resolve your issue faster:

Always include:

• Your Hub ID (visible in Settings > Integrations > HubSpot)
• Screenshots of error messages
• What you were trying to do
• What happened instead

For sync issues:

• Specific deal or contact IDs affected
• Timestamps of when changes were made
• Last import timestamp from integration page

For recycling issues:

• Deal ID and name
• Steps to reproduce the problem
• Current status and expected status

For nurturing issues:

• Domain name if verification related
• Flow name and step number if send related
• Example contact who should receive but isn’t

For performance issues:

• Browser and version
• When the issue started
• Whether it affects just you or your whole team

How to Contact Support

• In-app chat: Click the support icon in Rizer
• Email: support@rizer.io
• Include your Hub ID in all communications

Quick Reference: Common Issues and First Steps

Issue	First Step
Connection disconnected	Reconnect in Settings > Integrations > HubSpot
Deals not appearing	Check import pipeline settings
Sync delayed	Wait for sync cycle (15 min for deals, 1 hour for contacts)
Can’t recycle	Verify deal is closed-lost and you have permission
Re-engagement fails	Check export pipeline exists and connection is active
Domain won’t verify	Wait for DNS propagation, verify records are correct
Emails not sending	Check domain, sender, and flow are all Active
Card not loading	Verify connection, add card to HubSpot layout
Reports look wrong	Check date and other filters