Hello everyone,
We are a new HubSpot user, and we have been trying unsuccessfully to connect OnOff Business with HubSpot.
The application is clearly shown as “active” both on HubSpot under “active integrations” and in OnOff Business.
However, no incoming calls are being passed through to HubSpot.
Has anyone else experienced this issue?
Kind regards,
Nelson
Welcome to the Community,@Lease2Go! 
Looking into the integration on the HubSpot Marketplace it looks like this is a third-party integration created by the OnOff Telecom team. That said, to gain clarity around any issues, your quickest path may be to connect with their Support team. However, based on a screenshot from the integration page I’ve linked above I’m curious if there needs to be a call window open?
Tagging in some folks who may have some troubleshooting suggestions. Hey @Lnorden2, @CarolinaDeMares, @CHawkins – do have any experience with this call integration or any next steps you’d suggest?
Thanks!!
Sam, Community Manager
Hey @Lease2Go , welcome to HubSpot! I haven’t used OnOff myself, but going by their docs, if it shows as active on both sides and nothing comes through, I’d lean toward a number selection or matching issue rather than a broken connection.
The first thing I’d check, and probably the most likely cause: on the OnOff side, go to Integrations & API → HubSpot → Settings → Manage and make sure the number that’s actually receiving the calls is included. The integration can be “active” while a specific number isn’t synced. If you add or reassign numbers often, there’s also an “Automatically integrate new numbers” toggle that’s worth turning on.
Next, check that the email on the OnOff user matches a HubSpot user’s email. That’s how logs get assigned to the right person. If there’s no match, it falls back to the contact owner, and if there’s no owner it stays unassigned, so calls can seem to “disappear” even when they’re logging.
Then try a test call from a number that already exists on a HubSpot contact, with the phone number in international format (+33…). That should be a good way to rule out a contact-matching issue. If the caller isn’t in HubSpot at all, I’m not sure how it behaves, so I’d test with a known contact first. If the call is being logged correctly, I’d expect to see it on the contact timeline, and potentially on associated records depending on the setup.
If all that checks out, I’d contact OnOff Support with one specific test call (time, number, user) and ask if the event reached their HubSpot connector. Let us know what you find!