Getting error while authenticating through Zuddl public app

[SKhot]

We are getting below error while authenticating through Zuddl public app - "Failed to refresh authentication data - rate of requests is too high."
So there are number of users have installed our Zuddl Hubspot public app. And we are searching contacts inside users Hubspot app while that we are getting above error. We have seen rate limit for api is 100 calls per 10 second but definitely we are not hitting that much api calls inside 10 seconds. Is there any other limit on refresh authentication api as we are caching access token for 1800 seconds (half hour). so per user there will be 1 call in half hour for refresh authentication api. Can anyone check this urgently as this hampering our users very badly?

HUB ID - 25299603
APP ID - 1309861(Zuddl)

[GiantFocal · Accepted solution]

Hi @SKhot,

It looks like you're running into a special rate limit just for authentication requests - which is different from the regular API limits you mentioned. The tricky part is that for public apps, these limits count across ALL your users combined, not individually.

So even though each user only refreshes their token every 30 minutes, when you add them all up, you might be hitting HubSpot's authentication limits without realizing it.

A few things you could try:

1. Try caching your tokens for longer - maybe bump up from 30 minutes to an hour if that works for your use case. This alone might solve the problem.
2. Check your code for any places where you might be refreshing tokens unnecessarily. Sometimes error handling can accidentally trigger multiple refresh attempts.
3. If you're running your app on multiple servers, make sure they're not all trying to refresh the same tokens at the same time.

Your best bet might be reaching out directly to HubSpot support with your Hub ID and App ID. They can give you the exact authentication limits.

[SKhot]

1. Try caching your tokens for longer - maybe bump up from 30 minutes to an hour if that works for your use case. This alone might solve the problem. - cant do this because expiry of this token only of 30 minutes 

2. Check your code for any places where you might be refreshing tokens unnecessarily. Sometimes error handling can accidentally trigger multiple refresh attempts. - Have checked we are not doing retry on error
3. If you're running your app on multiple servers, make sure they're not all trying to refresh the same tokens at the same time. - We have checked this, not much parallel call going from our side

Your best bet might be reaching out directly to HubSpot support with your Hub ID and App ID. They can give you the exact authentication limits. -  I have checked with their email support but they are saying add this to developer forum, do you have any idea how I can directly connect with their technical support for this