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

“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 “Pre-recycling” instead of “Recycling”
    • Check Settings > Integrations > HubSpot > Settings > Deal Import
  4. Has enough time passed?
    • Wait at least 15-20 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

Sync Delays

Symptom:

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

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

Recycling Issues

Deal Stuck in Status

Symptom:

  • Deal won’t move from “Recycling” to “Ready for callback”
  • Status seems frozen

Deal stuck 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 “Implemented” 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 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 > 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 “Recycling”
    • Deals in “Ready for callback” or “Finished” may have limited editing

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 > Integrations > SendGrid
    • 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 > Integrations > SendGrid
    • Verify status is “Active” (not “Pending verification”)
  2. Check sender status:
    • Go to Settings > Emails > Senders
    • Verify sender is “Active” (not “Deactivated”)
    • Reactivate if needed

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

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”
  2. Clear browser cache:
    • Clear cache and cookies
    • Refresh the page
    • Try incognito window
  3. Try different browser:
    • Some browsers have extension conflicts
    • Test in Chrome, Firefox, or Edge
  4. 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

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

Further reading:

Still stuck? How can we help?