In order to investigate this could you please provide the following information:
- if you hover the call button do you see any error message?
- could you please make sure the user who is having this issue has the correct access?
- could you please make sure the user is the owner of the contact?
If all the above is correct, then can you please advise the user to try the following:
Can he/she try logging into your HubSpot account using a private browser session/new incognito window. If he/she is able to see the button in orange in this environment then it's likely a caching issue. You will then need to clear his/her cache following this article then log out and log back in.
If that does not work, can he/she have to try to check from a different browser to see if this is browser-specific?
Certain extensions have been known to directly impact some of the tools within HubSpot. I would recommend disabling browser extensions one by one to see if any of them are causing a backend conflict. Could she/he please disable her/his extensions? You can find here how to do this.
This does look strange. I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.
I checked with Hubspot Technical Support and it seems like it was a permissions issue. I was Super Admin permissions. But, I noticed that I was missing 'Service' permissions compared to my peers who didn't have an issue and had Service, Contacts, Reports, and Sales Professional permissions. That said, I was given