A customer contacts us because they haven't received any program information after making a purchase. How to troubleshoot and resolve access issues, "No DEAL" issues, email address changes, and list memberships in HubSpot.
Troubleshooting Steps:
1. Find purchase in Chargebee and confirm the email address used for purchase.
2. Locate the customer contact record in HubSpot and check if there is a DEAL record for the purchase.
- If there is no DEAL record attached to the HS contact record, check for an existing DEAL or find the contact record with the correct DEAL and merge.
- Check Chargebee for multiple customer records that need to be merged.
3. Confirm the HS contact record email matches the Chargebee purchase and the HS member email property used by VSS for login.
HubSpot now uses the Member Email property for sending program information. For VSS members, when they update their primary email address, make sure the Member Email property is also updated.
Example tickets:
1. No DEAL, different email merged in HS https://app.hubspot.com/contacts/14530506/record/0-5/2884622466
2.VSS10 sale no DEAL, I created one to get it moving in the workflows
https://app.hubspot.com/contacts/14530506/record/0-5/2876117837/
3. VSS10 purchase on account with earlier VSS cancellation. I created a new DEAL and asked Louisa if she would reactivate cancelled or need new DEAL for welcome access and VSS10 initiation.
https://app.hubspot.com/contacts/14530506/record/0-5/2877280385
4. VSS 2020 no access DEAL record shows YES in payment due even though paid. (see video below) Check for payment in Chargebee and mark DEAL payment due NO and update.
https://app.hubspot.com/contacts/14530506/record/0-5/21023184444