Hi, I’ve had this happen three times now that my copious logged call notes have disappeared from HubSpot. I click Log Call, take lots of notes, press Save at the end and when I try to call them up later, they are no where to be found. It’s frustrating and then I need to explain to my client that the notes are gone, can you please remind me of this and that. Pretty unprofessional. What am I doing wrong? Where could these notes have gone? I started copying and pasting my notes into my Notes app after the first time. Then stopped. Do I need to continue backing up my notes? Or do I leave HubSpot and try a new CRM all together? Thank you
Hi @Katie22,
Thank you for posting to the Community! I understand that your call notes have disappeared from Hubspot.
I’d like to tag in some of our Top Contributors to see if they have any ideas on this one -- Hi @HFisher7 and @louischausse Have either of you seen this behavior before? If so, how did you resolve? Any advice for @Katie22?
Cassie, Community Manager
Hi thank you for the quick response. I haven’t heard back from the two people you’ve looped in. It’s very frustrating that all these notes are GONE. Like vanished. It’s happened to 2 clients now. I’ve started taking notes in Google Docs until I find another CRM solution. Then I copy and paste those into HubSpot. Or not. If you could shed some light on this that would be greatly appreciated. When the notes save now, I’m a bit shocked.
This is happening to our sales agent as well. Many times. She takes notes and then goes back and there are no notes. Please advise as to why this would be happening and how to troubleshoot.
Hi @Katie22
This is genuinely frustrating and I totally get why you’d consider switching CRMs over something like this. Losing detailed call notes after youve taken the time to write them is not just annoying, it makes you look unprepared in front of clients.
Ive seen this happen a few times and theres usually a couple of culprits.
First thing to check is whether the notes are actually gone or just not showing where you expect them. HubSpot’s activity feed has filters that can hide certain activity types, so make sure “Calls” is toggled on in the activity filter on the contact record. Also check if the call got associated to a different record, like a company or deal instead of the contact. You can search in the global search bar for a phrase you remember from the notes to see if it landed somewhere else. Another common issue is session timeouts, if you spend a long time on a call and then hit save, sometimes the session has expired and HubSpot doesnt actually commit the save even though it looks like it did. I’d recommend hitting save periodically during longer calls not just at the end (Create or log activities on a record )
For @jenbkean , if this is happening to your sales agent repeatedly, worth checking if shes using the mobile app or desktop, and whether theres any browser extensions that might interfere. Chrome extensions for productivity sometimes conflict with HubSpot’s autosave. Also check the audit log under Settings > Account Management > Audit Logs to see if the calls were created and then deleted by some automation or workflow you might have forgotten about (View and export account activity history ) If you ever need to back up HubSpot data to an external database for extra safety, tools like Stacksync can help with that kind of thing, but first lets figure out whats happening inside HubSpot.
Your workaround of taking notes in Google Docs first isnt crazy honestly, at least until you trust the save again. Hope this helps narrow it down. Disclosure: This answer comes from my own experience and was lightly rephrased with AI to improve readability.
@jenbkean - thank you for following up here.
In addition to the context provided by @RubenBurdin, I’ve escalated this issue to our internal team. I realize what a frustration this must be for you and your team, and I want to make sure we get eyes on this should there be anything on our end that can be adjusted.
I’ll be sure to provide an update once I hear from them.
Shane, Senior Community Moderator
2 days back I encountered the same problem where 2 of my reps lost their all notes on very important contacts.
This is really frustrating and even after contacting support all they could give is only the option to check from Associate version History of the contacts.
I hope this gets fixed on priority basis as doing manual tasks while having HubSpot doesn’t make sense.
Hi @Humeraa and all,
Thank you for sharing your experience with the HubSpot Community, it’s important for us to hear situations like this.
If the notes were deleted, there is a recovery option beyond checking associated record history.
An admin can open a record and go to Actions > Restore activity to restore deleted notes/activities from the last 90 days.
If the contact itself was deleted, restoring the contact within 90 days can also bring back associated activities.
It may also be worth checking whether the notes still exist on another associated record (like the company) and reviewing the audit log to see if a user action could have caused the change.
To help better understand what happened, could you share if your reps noticed any patterns or actions just before the notes disappeared?
Also, I’d love to put you in touch with our Top Experts: Hi @karstenkoehler and @danmoyle do you have suggestions please to help @Humeraa?
Thanks so much in advance for your help and thanks @Humeraa for the valuable feedback.
Bérangère
Hi @Humerra, I’m so glad you responded to this thread, because @Bérangère offered some solutions I hadn’t heard of. I am sorry you experienced the same problem, but hopefully the Actions>Restore Activities will help you. Mine happened over 90 days ago in at least 5 different instances for 3 different clients, so I’m out of luck. I take copious notes during phone calls, and it’s impossible to remember everything once those vanish.
@Bérangère, thank you for these solutions. I hope you can recommend auto saving to HubSpot, and that this issue is fixed before others encounter it. If two of us wrote in, there’s probably 2000 people who have experienced this who haven’t.
Welcome to the Community @Humeraa. I’m sorry you and your team are experiencing this frustrating situation. I think there’s good advice here already. I think one additional angle is to check whether the notes are being saved, but not where the team expects them. In HubSpot, notes can be tied to a different record type, hidden by timeline filters, or invisible because of note-view permissions. If it were me, the first pass to try and solve this would be: verify the activity filter, confirm the note is on the correct object, and check whether the user has permission to see colleagues’ notes. If this is recurring during live calls, encourage reps to save periodically instead of waiting until the end, since long sessions and browser/state issues can contribute to save problems.
Hi @Katie22
That definitely sounds frustrating, especially if it’s happened more than once.
A few questions that may help narrow down the cause:
- After clicking Save, do you receive any confirmation that the call was logged successfully?
- Are the call activities themselves visible on the contact timeline, but the notes are blank, or is the entire call activity missing?
- Have you noticed whether this happens only in one browser, or have you experienced it across different browsers or devices?
- If you search the contact’s Activity tab and filter for Calls, do the missing notes appear there?
Since this has occurred multiple times, I’d also recommend checking whether there’s a consistent pattern (for example, after long notes, a browser timeout, or a temporary connection issue).
Until the cause is identified, keeping a temporary backup of lengthy call notes isn’t a bad precaution.
If you can identify a reproducible pattern, sharing it with HubSpot Support should also help them investigate whether this is expected behavior or a product issue