This error means the HubSpot login active in your browser does not match an active user on the HubSpot portal you are connecting to. It is almost always a portal or permissions mismatch, not a problem with your Kixie account.
Check You Are in the Right Portal
In the same Chrome window, log in to HubSpot first. If you belong to more than one HubSpot portal, use the account selector at the top right of HubSpot and confirm you are in the portal you want Kixie connected to. Connecting from the wrong portal is the most common cause of this error.
Check Your HubSpot Permissions
Your HubSpot user needs permission to install apps from the App Marketplace. In HubSpot, go to Settings > Users & Teams, find your user, and open Edit permissions. If you are not sure what to change, HubSpot's own documentation on user permissions is linked from the top of that page.
Reconnect HubSpot in the Dialer
In the Kixie PowerCall Dialer:
- Click the menu icon (☰) in the top-right corner, then the Settings gear icon.
- In the Settings menu, find the CRM section and click the CRM option.
- Click the Trash Can icon next to HubSpot to remove it.
- Click the "+" (Add CRM) button, select HubSpot, click Add, and follow the on-screen prompts to approve access.
Full steps for connecting any CRM are in Connecting your CRM to Kixie. If you want to remove the integration rather than reconnect it, see How to Disconnect Your HubSpot Integration from Kixie, which also explains that every user has to disconnect individually.
If You Are the First Person Connecting
Before other users on your team can connect, one Kixie manager or admin has to connect first using a HubSpot login with the Super Admin role. That first connection authorizes the account. If someone without Super Admin tries it, the connection fails for everyone behind them. More detail is in Kixie's HubSpot Integration: Configuration and Behavior.
Still Stuck?
Contact support@kixie.com with your business ID and the HubSpot portal ID you are trying to connect.
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