HubSpot integration: You do not have access to the phone number this channel is connected to

When placing a call from a HubSpot Help Desk ticket, some users see an error message instead of being able to call. This article explains why this happens and how to fix it.

Symptom

When a user clicks Call from within a Help Desk ticket, the following error appears:

"You do not have access to the phone number this channel is connected to"

Cause

This error is usually caused by HubSpot being unable to detect that Aircall is properly selected as the active calling provider for the user.

This can happen when:

• Aircall is not set as the selected calling provider in HubSpot for that user.
• The user is not actively logged into Aircall within HubSpot.
• The calling provider selection has become desynced and needs to be refreshed.

Solution

Ask the affected user to follow these steps inside HubSpot:

Steps:

1. Open HubSpot and navigate to a contact or the Help Desk section where calling is available.
2. Click the calling icon to open the calling provider selector.
3. Switch the calling provider away from Aircall, select HubSpot (or any other available provider).
4. Switch back to Aircall as the calling provider.
5. Make sure the user is logged into Aircall within HubSpot.
6. Attempt to place a test call again.

Note: This re-selection forces HubSpot to re-detect and validate the user's Aircall access, which resolves the error.