--- title: HubSpot Troubleshooting & 2026 Strategy — 2026-04-05 type: article created: '2026-04-05' updated: '2026-04-05' source_docs: - raw/2025-12-10-cai-hubspot-discussion-proposed-time-107864376.md tags: - meeting - hubspot - crm - automation - workflows - client-strategy - exterior - onboarding - cai layer: 2 client_source: Citrus America industry_context: food-beverage transferable: false --- # HubSpot Troubleshooting & 2026 Strategy — 2026-04-05 ## Overview Internal call between Mark Hope and Ben San Fratello to resolve two open HubSpot issues before a scheduled client call with Miriam, and to align on the upcoming 2026 strategy session for [[wiki/clients/current/exterior-renovations/index|Exterior Renovations]]. Ben was also elevated to Super Admin during this session to enable real-time troubleshooting going forward. **Attendees:** Mark Hope, Ben San Fratello **Client context:** [[wiki/clients/current/citrus-america/index|Citrus America (CAI)]] --- ## Key Decisions - **Ben granted Super Admin access** in HubSpot (upgraded from view-only) so he can troubleshoot and make changes in real time without waiting on Mark. - **Lifecycle Stage field fix applied** — the field was added to the default contact card view, making it visible to all users including Miriam. No further action needed before the next client call. - **Jay Gardner contact reassignment deferred** — the bulk reassign of Jay's 3,260 contacts will happen after Miriam confirms the new owner(s) on the next call. - **Exterior 2026 strategy meeting** to be scheduled for February (Jason is unavailable Dec 16–22, early January not preferred). Mark and Ben will co-develop the strategy; Ben will present to the client. --- ## Issues Resolved ### 1. Missing "Lifecycle Stage" Field (Miriam's View) **Problem:** Miriam could not see the Lifecycle Stage field on contact records, blocking her from triggering lead lifecycle workflows. **Root Cause:** The field was absent from the default "card" view that most non-admin users see. Mark's personal admin view had it configured, masking the issue during earlier reviews. **Fix Applied:** > Settings → Contacts → Contact Properties → Edit the card → Add Properties → Search "Lifecycle Stage" → Check → Move to top → Save The field is now visible in the default card view for all users. Mark confirmed it live during the call. **Relevant transcript:** > "This card is what most users are seeing. So this preview — that field, which is critical for triggering stuff, it was invisible to her. But you can see now, here it is." — Mark Hope --- ### 2. Workflow Errors — Deactivated User (Jay Gardner) **Problem:** Several active workflows are flagged "needs review" with "invalid user" errors. Notifications were failing to send. **Root Cause:** Workflows were configured to send internal email notifications to the contact owner. Jay Gardner — a deactivated user — still owns 3,260 contacts. When workflows attempt to notify Jay, they error out. **Partial Fix Applied:** One workflow ("Unsubscribed Lead" notification) was edited to send only to Brian, removing the contact-owner recipient. Turned back on after edit. **Remaining Action:** Bulk reassign all 3,260 contacts currently owned by Jay Gardner. **How to execute the bulk reassign:** 1. Go to Contacts 2. Add filter: **Contact Owner is any of** 3. In the owner search dropdown, check **"Show deactivated owners"** 4. Select Jay Gardner — 3,260 contacts will appear 5. Select all → Assign to new owner(s) > "We deactivated the user before we reassigned his accounts. So I can't use him as a filter because he's not a user." — Mark Hope **Blocked on:** Miriam must confirm who the new owner(s) should be. --- ## Workflows Reviewed | Workflow | Status | Notes | |---|---|---| | Awareness Drip Campaign | On (manual trigger) | 115 contacts enrolled in Nov; no new enrollments since. Manual trigger retained due to list quality concerns. | | BANT Workflow | Off | Triggers deal creation when SQL meets Budget, Authority, Need, Timing criteria. No enrollments yet. May need deal-creation step added. | | Sales Qualified Lead | On | Promotes contacts from MQL to SQL based on juicing volume, equipment details, etc. Active but low throughput. | | Unsubscribed Lead (Not Ready) | On (edited) | Fixed — now sends only to Brian, not contact owner. | | Survey Submission (Drip Survey) | On | Triggers on form completion; appears functional. | --- ## Exterior Renovations: 2026 Strategy Planning Ben met with Exterior for the first time the day prior. Key takeaways from that meeting: - Exterior wants a **2026 strategy and planning session**, ideally in-person at the office - Jason (client contact) plans to bring in another shareholder / senior stakeholder - They want a **breakdown of where Asymmetric is spending time, money, and effort** - Context: their lead volume grew **258 → 303 YoY** (December comparison), and they appear to be attributing some of that growth to Asymmetric's work **Plan:** - Schedule the meeting for **February 2026** (avoid Dec 16–22 and early January) - Mark and Ben co-develop the strategy analysis together (learning exercise for Ben) - Ben presents the final plan to Exterior > "We'll build that strategy, and then you can present it to them... Why don't we do that one together, and then you can see how we do it. And then after that, you're an expert." — Mark Hope --- ## Action Items - [ ] **Ben** — Review all active HubSpot automations; prepare on/off/add/remove list for Miriam before next client call - [ ] **Mark** — On next call with Miriam: confirm Lifecycle Stage field is visible, get direction on who should own Jay Gardner's 3,260 contacts, then execute bulk reassign - [ ] **Ben** — Schedule Exterior 2026 strategy session with Jason; target February, avoid Dec 16–22 - [ ] **Mark + Ben** — Co-develop 2026 Exterior strategy and analysis --- ## Related - [[wiki/clients/current/citrus-america/index|Citrus America — Client Index]] - [[wiki/clients/current/exterior-renovations/index|Exterior Renovations — Client Index]]