If calls made or received in Aircall are not appearing in HubSpot, the issue is usually related to integration status, authentication, number configuration, or logging settings. This article walks through the key checks to perform and highlights important limitations that can affect call logging.

Troubleshooting steps

Verify each of the following points to identify why calls are not being logged in HubSpot.

Check that the integration is active

Confirm that the Aircall and HubSpot integration is enabled.

Image showing integration settings - active

Verify HubSpot authentication

Check whether your HubSpot authentication is still valid.

If you see a banner under the Settings tab in the HubSpot integration indicating that authentication is invalid, reauthentication is required.

Important: When HubSpot authentication becomes invalid, the integration stops logging calls until reauthentication is completed.

Follow the on-screen prompt in the Aircall Dashboard to reauthenticate HubSpot and restore logging.

Confirm the Aircall number is connected to the integration

Ensure that the Aircall number used to make or receive calls is connected to the HubSpot integration.

  1. Go to Aircall Dashboard > Integrations > Apps
  2. Select HubSpot
  3. Review the list of Connected numbers under the General tab
  4. Confirm the relevant number is enabled for logging

Calls made from numbers not connected to the integration will not be logged in HubSpot.

Check business hours logging settings

If calls made outside of business hours are not appearing in HubSpot, review the related setting.

  1. Go to Aircall Dashboard > Integrations > Apps
  2. Select HubSpot
  3. Go to the Settings tab and navigate to the HubSport Settings section
  4. Confirm that logging is enabled even outside of the number’s business hours
Image showing the hubSpot settings section in Aircall Dashboard
Note: If this option is not enabled, calls made outside business hours will not be logged in HubSpot.

Calls not associated with contacts or companies

Important: Conference calls cannot be logged when they are initiated by an internal call between two Aircall users.

If no existing contact or company is found in HubSpot for the phone number used, and the integration setting If number/contact doesn’t exist in HubSpot is set to Do nothing, the call will still be logged but:

  • It will appear only in the Activity Dashboard
  • It will not be associated with a contact or company record
Note: Unassociated calls are still logged in HubSpot but are harder to find because they are not linked to a record.

To ensure calls are associated with a contact, update the setting to Create a new HubSpot contact. This allows the integration to create a new contact in HubSpot and associate the call activity with that record.

Image showing the setting 'if number / contact doesn't exist in Hubspot

My call logged to the wrong contact

If a call is associated with the wrong HubSpot contact, the most likely cause is how Aircall searches for a matching record. The integration uses the following lookup order:

  1. Contact matched by email: if the Aircall user's email matches a HubSpot contact email, the call logs to that contact.
  2. Contact matched by phone number: if no email match is found, Aircall searches for a contact with the same phone number in either the Phone or Mobile phone field.
  3. Company matched by phone number: if no contact match is found, Aircall searches for a company with the same phone number.

This means a call can log to the wrong contact when:

  • Two contacts in HubSpot share the same phone number. In this case, the call logs to the most recently updated record. Review your HubSpot contacts for duplicate numbers and remove or merge the duplicates.
  • A contact's phone number is saved in an unsupported format. Aircall only matches numbers saved in specific formats. If a number does not match, the call may be associated with a different record or logged as unassociated. See the supported number formats in How the HubSpot integration works.
  • The Mobile phone field contains the same number as the Phone field. Aircall rejects duplicate numbers, which can cause the contact to sync incorrectly. See Troubleshooting contact sync issues: duplicate phone numbers in HubSpot.
 
Tip: To prevent calls logging to the wrong contact, ensure all phone numbers in HubSpot are saved in E.164 format (+15555555555), no two contacts share the same number, and the Phone and Mobile phone fields do not contain identical values.

My call recording is not appearing in HubSpot

Call recordings are logged as a link in the body of the HubSpot call engagement, not as a separate field. If you cannot find the recording:

  • Check that call recording is enabled on the Aircall number used for the call. Go to Dashboard → Numbers → select the number → Settings and confirm recording is active.
  • Check the call engagement body in HubSpot. The recording link appears in the note section of the engagement, not in a dedicated recording field.
  • Allow a few minutes after the call ends. Recordings are not always available immediately and may take a short time to process before the link appears.
  • Confirm the call was answered and met the minimum duration for recording. Very short calls may not generate a recording.

If the recording link is consistently missing across multiple calls from the same number, confirm that the number is connected to the HubSpot integration and that recording settings have not changed recently.

FAQs

Why are some calls not logging in HubSpot at all?

The most common causes are: the integration is set to inactive, HubSpot authentication has expired, the number used for the call is not connected to the integration, or the call was made outside business hours when outside-hours logging is disabled. Work through the troubleshooting steps at the top of this article in order.

Why did my call log to an unknown record instead of a contact?

If no matching contact or company is found in HubSpot for the phone number, and your integration is set to "Do nothing" when no contact exists, the call is still logged but only visible in the HubSpot Activity Dashboard. Change the setting to "Create a new HubSpot contact" to associate future calls automatically.

Why is the contact name not showing on the call even though the contact exists in HubSpot?

Contact sync requires the phone number to be saved in the Phone field in E.164 format. If the number is only in the Mobile phone field without a corresponding Phone field value, it will not sync. Check the contact record in HubSpot and confirm the Phone field is populated correctly.

Why are calls logging to HubSpot but with the wrong owner?

Call ownership is assigned based on whether the Aircall user's email matches their HubSpot user email. If the emails do not match, ownership falls back to the contact or company owner, or to the default owner set in your integration settings. Ensure Aircall and HubSpot user emails are consistent across both platforms.

Can I retroactively log calls that were missed while the integration was inactive?

No. Calls made while the integration is inactive are not logged retroactively once it is reactivated. Only calls made after reactivation will be logged.

Why are conference calls not logging in HubSpot?

Conference calls initiated by an internal call between two Aircall users cannot be logged. This is a known limitation of the integration.

Summary

If Aircall calls are not logging in HubSpot, verify that the integration is active, authentication is valid, the correct numbers are connected, and logging settings are properly configured. Also consider known limitations, such as internal conference calls and unassociated contacts, which can affect how and where calls appear in HubSpot.