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 and API
  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 and API
  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

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.