HubSpot FAQ and Troubleshooting
Answers to common questions and fixes for issues you may hit while using the Fours App in HubSpot.
Overview
This page covers frequently asked questions and troubleshooting for the Fours App in HubSpot. If you’re setting up the app for the first time, start with Configuration and, before that, Integration with HubSpot.
Frequently asked questions
Do I need to complete the HubSpot integration before using the Fours App?
Yes. The integration must be completed and verified in Fours Console before the Fours App card will appear in HubSpot. See Integration with HubSpot to set this up first.
What HubSpot permissions does the Fours integration need?
Fours requires a dedicated integration user with view and edit access on CRM contacts, companies, and deals, plus permission to edit property settings and access the App Marketplace.
The app requests these scopes:
| Scope | Required or optional |
|---|---|
oauth | Required |
crm.objects.companies.read, crm.objects.companies.write | Required |
crm.objects.contacts.read, crm.objects.contacts.write | Required |
crm.objects.deals.read, crm.objects.deals.write | Required |
crm.objects.owners.read | Required |
crm.schemas.companies.read | Required |
crm.schemas.contacts.read | Required |
crm.schemas.deals.read | Required |
automation | Optional |
crm.lists.read, crm.lists.write | Optional |
crm.objects.custom.read, crm.objects.custom.write | Optional |
crm.schemas.custom.read | Optional |
crm.objects.users.read | Optional |
Note that only the read variants of the three schema scopes are requested — Fours reads your company, contact, and deal property definitions but does not change them.
Can I add the Fours app card to more than one deal view?
Yes. The app card is added per view — repeat the customization steps for each view your team uses. See Configuration.
What is field mapping and do I need it?
Field mapping is an optional configuration that automatically pre-fills the offer, co-sell, and funding forms with data from the HubSpot deal — like company name, deal value, or close date. You can create offers, referrals, and funding applications without it, but you’ll need to fill in all fields manually. Contact your admin to set it up.
Can I submit co-sell referrals to AWS, Azure, and GCP from the same deal?
Yes. Click Co-Sell in the Suger panel for each cloud partner separately. Each referral is independent and tracks its own status.
Can I share a deal with one of our partners instead of a cloud?
Yes. Partner is a fourth destination on the same Co-Sell button, and it opens the Share Co-Sell with Partner panel. It only appears if your organization has partners connected through Fours — see Partner Management and Create Co-Sell.
Why can’t I change the deal role when sharing with a partner?
The role — Seller or Referrer — is derived from your partnership relationship type with that partner, so it is not editable on the form. It also controls what you see: the Revenue Share section appears only for the Seller, and the Referrer sees Estimated Deal Value instead of Deal Value.
Do I need a product in Fours to apply for funding?
No. Funding is the exception on the Fours card — offers and resale authorizations need a product, but a funding application only needs the deal and an AWS ACE (Partner Central) integration. See Create Funding.
Why don’t I see the New Funding button?
Funding is AWS-only. If your organization has no AWS integration the button is not rendered at all, and if the AWS connection still uses the legacy AWS S3 API the button opens an AWS S3 API Deprecated notice instead of the funding form. Ask your administrator to upgrade to the AWS ACE API.
Where do I track a funding application after submitting it?
The Funding tab on the deal shows the current status and the AWS external ID; click an application’s name to open its details, including its stage and any error. The full review, approval, and claim lifecycle lives in the Fours Console — see Co-Sell Funding.
How does Fours sync changes from HubSpot to my co-sell referrals?
Fours automatically syncs updates from your HubSpot deals to linked referrals. If you update mapped fields on a deal, those changes flow through to the cloud partner without any manual action required.
Can I enrich HubSpot deal and company records with marketplace intelligence data?
Yes. Fours’ CRM Enrichment feature can automatically populate HubSpot properties with engagement scores and marketplace metrics from AWS, Azure, and GCP. Enrichment syncs every 2 hours. This is configured in Fours Console → Settings → Integrations → HubSpot → Enrichment tab. See Integration with HubSpot for setup details.
What intelligence signals can Fours write into HubSpot?
Fours can sync the following signals into custom HubSpot properties:
- AWS — Engagement Score, Marketplace Count, Marketplace Review Count, Marketplace Purchase Count
- Azure — Engagement Score, Event Score, Usage Score, Marketplace Count, Marketplace Review Count, Marketplace Purchase Count
- GCP — Engagement Score, Marketplace Count, Marketplace Review Count, Marketplace Purchase Count
Each cloud’s Engagement Score is the company-level score that the deal’s Insights tab and the Co-sell Insights card show as Suger Predicted Engagement Score — Fours’ prediction for the customer, not a score a cloud gave a specific referral. See Engagement score on the Insights tab.
How do I stop the integration without deleting everything?
To temporarily pause enrichment, set Update records that already have enrichment data to Never in the enrichment configuration — Fours will stop refreshing existing records but won’t remove anything. To fully remove the integration, click the 🗑️ button on the HubSpot card in Fours Console → Settings → Integrations. You can also uninstall the Suger App directly from your HubSpot account settings.
Troubleshooting common issues
| Issue | Possible cause | Resolution |
|---|---|---|
| Suger does not appear in HubSpot’s Apps list when customizing a deal view | The HubSpot integration has not been completed or verified | Complete the integration first. The status in Fours Console must show Verified |
| Fours app card was added to the deal view but is not visible on deal records | The record customization was not saved | Go back to Customize record, confirm the Suger card is in the layout, and click Save and exit |
| Fours app card shows an error or blank state | The integration connection has been disrupted | Go to Fours Console → Settings → Integrations → HubSpot and click Verify to re-verify the connection |
| No New Offer, New Resale, New Funding, or Co-Sell button visible in the Suger panel | Integration connection is broken or unverified | Re-verify the integration as above. New Funding and Co-Sell are also gated on what is connected — New Funding needs an AWS integration, and Co-Sell only lists destinations your organization has configured |
| Offer or referral created in HubSpot is not visible on the deal | Sync between Fours and HubSpot is delayed | Refresh the page after a few minutes. Confirm the record was created successfully in the Fours Console |
| Offer URL is not available after creating an offer | The cloud marketplace has not finished processing the offer | Wait 3–5 minutes and refresh the page. The URL appears once the marketplace confirms the offer |
| HubSpot form fields are not pre-filling from the deal | Field mapping has not been configured | Field mapping is optional — contact your admin to set it up |
| Enrichment data is not appearing on HubSpot records | Custom properties don’t exist, or the integration user lacks write access | Confirm custom properties are created in HubSpot and that the integration user has edit access on those properties |
| Enrichment sync shows “Active” status but no refresh is happening | Update records that already have enrichment data is set to Never | Update the setting to Every N days or Immediately in Fours Console → Enrichment configuration |
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