HubSpot Form Sync Troubleshooting — BluePointATM

Overview

Website form submissions on the BluePointATM site are not automatically syncing to HubSpot, forcing manual contact entry. This issue was surfaced during the December 2025 monthly marketing sync and is actively under investigation. A secondary issue — a ~9-hour delay on auto-reply emails — was also identified during the same call.

Related meeting: ^[1]
Client: ^[2]

Problem Description

Issue 1: Form Submissions Not Syncing to HubSpot

When a visitor submits the "Contact Us" form on the BluePointATM website, the contact record is not being created automatically in HubSpot. The only way a contact currently appears in HubSpot is if a BluePoint team member manually replies to the inquiry email — at which point HubSpot's Gmail integration logs the outbound email and creates the contact retroactively.

Why this matters: The original inbound inquiry (the form submission itself) is lost from the CRM record. Wade Zirkle noted:

"Once I email them back and it creates the contact, I still want this original inquiry to be part of the CRM so I can remember how I found them."

Mike Stebbins confirmed the issue by submitting a test form on the live site and verifying that no contact record appeared in HubSpot prior to any outbound reply.

Issue 2: Auto-Reply Email Delay (~9 Hours)

When Mike submitted the test contact form at approximately 3:00 PM, the automated reply email did not arrive until midnight — a delay of roughly 9 hours. Expected behavior is a reply within ~10 minutes of form submission.

Technical Context

• The BluePointATM website uses Gravity Forms (WordPress plugin) for its contact forms.
• HubSpot is the CRM. The integration between Gravity Forms and HubSpot should push new form submissions as contacts automatically.
• Within HubSpot, the forms appear under the non-HubSpot forms section (labeled as "G-Forms"), and submission counts are visible (57 submissions observed on the call). This confirms data is reaching HubSpot at some level, but contact records are not being created or surfaced correctly.
• The sync failure may be related to a permissions/configuration gap rather than a complete integration breakdown.

Contributing Factors

HubSpot Access Permissions

Prior to this call, Melissa Cusumano (Asymmetric Marketing) held only a Core seat in HubSpot, limiting her ability to investigate or modify integration settings. A former contractor, Chris Ostrogon, had held a Super Admin seat but left the company on the Friday before this call.

Resolution taken during the call: Wade Zirkle elevated Melissa to Super Admin in HubSpot. This gives her the access needed to investigate the Gravity Forms → HubSpot connection and modify settings as required.

Additional HubSpot user cleanup also needed:
- Deactivate Chris Ostrogon's user account
- Restore Chuck (sales trainer / HubSpot partner) to an appropriate access level

Investigation Steps (Assigned)

Known Diagnostic Signals

• HubSpot does show Gravity Form submissions in the non-HubSpot forms panel (57 submissions visible), suggesting the webhook or plugin is firing — but contact creation is failing downstream.
• The issue may be a field mapping problem, a workflow trigger misconfiguration, or a broken plugin connection between the Gravity Forms HubSpot add-on and the HubSpot account.
• Checking the WordPress side (Gravity Forms → HubSpot feed settings) is the recommended first step, as the data appears to be reaching HubSpot but not completing the contact creation step.

Related Issues

• ^[3] — general HubSpot contact hygiene practices
• ^[4] — separate campaign tracking issues noted in same call
• ^[5] — parallel data/list management issue

Notes

This issue was previously believed to be resolved (Melissa noted she "thought it was taken care of"). The December 2025 call confirmed it remains broken. Elevated Super Admin access should unblock the investigation. Follow-up is expected before the next scheduled call (Oct/Nov performance review, targeting Dec 8 or 11).