Zoom -> Hubspot integration failing

Hey ​@Iain B 

Thank you for posting.

Recommended Troubleshooting Steps

1. Email & User Matching Discrepancies

• Root cause: In order to register via API, Zoom must recognize the user based on the provided email. If the email isn't linked to a Zoom account, only guest registration is possible. However, HubSpot workflows might default to requiring a linked Zoom user, particularly if user matching is enabled.
• Action items:
  • Confirm whether the failing webinar requires user authentication or Zoom account matching.
  • Compare the contact records:
    • The email that succeeds: is it associated with an existing Zoom user?
    • The ones failing: are they being treated as guests? If yes, adjust the workflow logic or Zoom settings accordingly.

2. Webinar-Specific Registration Settings

• Hypothesis: Different webinars can have distinct registration authentication settings (e.g., "Only authenticated users"), even if they share similar IDs and appear synced in HubSpot.
• Action items:
  • Review settings for the two failing webinars in Zoom:
    • Are they set to allow guest registration?
    • Do they require user authentication via a Zoom account?
  • Ensure consistency in registration policies across all three webinars.

3. Audit Sync Warnings in HubSpot

• Reference: HubSpot provides a tool to view sync errors for webinars, which may reveal specific causes (e.g., “user not found”).
• Action items:
  • In HubSpot → Settings → Integrations → Connected Apps → Zoom → Home → Webinars, click Audit logs for the problem webinars.
  • Examine error messages closely. Use this insight to detect configuration issues—whether email formatting, user linkage, or API authentication.

4. User Permissions and Administrative Consistency

• Recommendation: Ensure consistency in admin rights and access levels for Zoom and HubSpot accounts related to each webinar.
• Action items:
  • Verify the HubSpot integration user is a Super Admin in HubSpot and has proper permissions in Zoom.
  • Confirm the proper Zoom user is connected in HubSpot (you can change this via Connected Apps > Zoom > My Settings in HubSpot).

5. Re-Sync & Re-Test Workflows

• Re-sync webinars using HubSpot’s manual sync option, especially if settings were changed after initial sync.
• In HubSpot:
  • Navigate to each webinar in the Zoom integration settings.
  • Use Sync now to force data refresh.
  • Re-run the workflow with test contacts to check behavior.

If the issue persists, consider escalating to Zoom or HubSpot support, providing details of the failing webinars, error logs, and workflow setup.