Most problems come down to one of a few states: the connection dropped, the plan is not active, or a user does not have access. Find your symptom below. Some fixes are for the HubSpot admin, some for the user; each is marked.
The Fax.Plus card shows a message instead of the Send / Sent / Inbox tabs
The card changes what it shows based on the state of the connection. Match the message to the fix:
| What you see | What it means | Fix |
|---|---|---|
| Disconnected | HubSpot is not linked to Fax.Plus, or the link dropped | Admin: open the Fax.Plus app settings in HubSpot and reconnect |
| Upgrade needed | The Fax.Plus plan does not include sending | Admin: upgrade to the Business plan or higher from the billing link in app settings |
| Payment needed | Payment is pending, failed, or disputed | Admin: settle it on the Fax.Plus billing page |
| No access | This user has no Fax.Plus account on their email | User: ask your admin for access (see below) |
| Error | Something went wrong loading the card | Refresh the record; if it stays, contact support |
The Fax.Plus card is missing on a record
- Cause: the card is not added to that record type, or you do not have access.
- Admin fix: add the Fax.Plus card to the record pages through HubSpot's record customization, or the app's Manage locations option.
- User fix: if others see it but you do not, ask your admin to confirm your access.
A user cannot use the integration even though it is set up
The user needs a Fax.Plus account on the same email they use in HubSpot. If they do not have one, the card shows No access and tells them to contact the admin.
The "Send Fax via Fax.Plus" workflow action is not sending
Check, in order:
- Plan: sending needs the Business plan or higher. If the account is below it, the action cannot send.
- Recipient: the action needs a valid fax number. If the record has no fax_number, set one or map the field in the action.
- File: the action needs a file source, either an attached file or a cover-page template.
- On failure: open the action's failure setting to see how failed faxes are handled, and check the workflow history for the reason.
A fax failed to send
Open the Sent tab and read the status. A failed fax shows the reason from Fax.Plus (for example, a busy line or an invalid number). Fix the cause and send again. If many faxes fail at once, it points to a connection or plan problem, not the single fax, so check the states above.
Faxes are logging as Notes, not as Fax events
This is expected on HubSpot Starter or Free. Custom Fax timeline events are a HubSpot Professional / Enterprise feature. On lower HubSpot plans, faxes log as Notes instead. This is about your HubSpot plan, not your Fax.Plus plan.
The connection keeps dropping
- Admin: open the Fax.Plus app settings in HubSpot and use the reconnect option to refresh the link.
- A HubSpot admin can also disconnect the app from HubSpot's connected-apps settings, and you can disconnect from inside Fax.Plus. If someone disconnected from either side, the card stops working until you reconnect.
Still stuck?
Visit the Fax.Plus help center or contact support at support@alohi.com. See also the "FAQ: HubSpot integration".