MarketingSoda
Troubleshooting & Reference

Common Issues and Fixes

Solutions for the most common issues users encounter when using MarketingSoda Refine, from connection errors to report problems.

Overview

This guide covers the most common issues users encounter when using MarketingSoda Refine™, with clear steps to resolve each one.

HubSpot Connection Issues

"Connect Your HubSpot" button does nothing

Possible causes:

  • JavaScript is disabled in your browser.
  • A browser extension (ad blocker, privacy tool) is blocking the redirect.
  • Pop-up blocker is preventing the HubSpot authorization window.

Fix:

  1. Ensure JavaScript is enabled in your browser settings.
  2. Temporarily disable ad blockers or privacy extensions for marketingsoda.ai.
  3. Allow pop-ups from marketingsoda.ai.
  4. Try using a private/incognito browser window.

Redirected to HubSpot but see a blank page

Possible causes:

  • You are not logged into HubSpot.
  • Your HubSpot session has expired.

Fix:

  1. Open a new tab and log into app.hubspot.com.
  2. Return to MarketingSoda Refine and click "Connect Your HubSpot" again.

"Invalid state parameter" (403 error)

Possible causes:

  • You used the browser back button during the OAuth flow.
  • You have multiple MarketingSoda Refine tabs open.
  • Your browser cleared cookies during the flow.

Fix:

  1. Close all MarketingSoda Refine tabs.
  2. Open a single fresh tab.
  3. Navigate to marketingsoda.ai/en/audit.
  4. Complete the connection without using the back button.

Connection works but wrong HubSpot portal

Possible cause: You are logged into multiple HubSpot accounts and the wrong one was used.

Fix:

  1. Complete or cancel the current scan.
  2. Go to app.hubspot.com and switch to the correct portal.
  3. Return to MarketingSoda Refine and connect again.
  4. Verify the portal name on the HubSpot authorization screen before clicking "Grant access."

Scanning Issues

Scan stuck at 0%

Possible causes:

  • The scan is still initializing (this can take 10-15 seconds).
  • The scoring service is temporarily unavailable.

Fix:

  1. Wait at least 30 seconds -- the initial connection to HubSpot takes time.
  2. If still stuck after 30 seconds, click "Try Again."
  3. If the issue persists, wait 5 minutes and try a fresh connection.

Scan is taking longer than expected

Possible causes:

  • HubSpot API is responding slowly.
  • Rate limiting from HubSpot is causing delays.
  • Your portal has a large number of contacts being paginated.

Fix:

  1. Continue waiting -- scans for portals with many contacts can take up to 5 minutes.
  2. If the scan times out, you will see a "Try Again" option. Click it.
  3. If repeated timeouts occur, try scanning during off-peak hours (early morning or late evening).

"Scan is taking longer than expected" timeout message

What happened: The scan did not complete within the expected time window.

Fix:

  1. Click the "Try Again" button shown on the timeout screen.
  2. The scan will restart with a fresh HubSpot connection.

"No Contacts Found" after scan

Possible causes:

  • Your HubSpot portal genuinely has no contacts.
  • You connected to a test or sandbox portal.
  • The contacts are in a different object type (companies, deals) not scanned by the free audit.

Fix:

  1. Verify you connected the correct HubSpot portal.
  2. Check that your portal has contact records (not just companies or deals).
  3. If you recently imported contacts, ensure the import has completed in HubSpot before scanning.

"Data quality scoring failed"

Possible cause: More than 50% of contacts could not be scored, usually due to a temporary infrastructure issue.

Fix:

  1. Wait 2-3 minutes and click "Try Again."
  2. If the issue persists, try again in 30 minutes.
  3. If the problem continues, contact support@marketingsoda.ai.

"Pre-flight check failed"

Possible cause: MarketingSoda Refine's infrastructure detected an issue before starting the scan.

Fix:

  1. This is a server-side issue, not something you caused.
  2. Wait 5-10 minutes and try again.
  3. If the issue persists, contact support@marketingsoda.ai.

Report Issues

Report page shows "Report Expired"

What happened: Reports are available for 12 months. After that, they expire.

Fix:

  1. Click "Run New Scan" to generate a fresh report with current data.
  2. Expired reports cannot be recovered -- you must run a new scan.

Possible causes:

  • The URL was copied incorrectly.
  • The report ID in the URL is invalid.

Fix:

  1. Check that the full URL was copied, including the report ID at the end.
  2. If you received the link from someone else, ask them to re-share it.
  3. If you ran the scan yourself, check your email for the report link (if you provided your email).

Report shows a very low score but data looks fine in HubSpot

Possible explanation: The audit scores based on the specific fields it checks, which may not include custom fields you use. For example, if your contacts have phone numbers in a custom property instead of the standard phone field, the audit will count that field as empty.

The free audit evaluates 14 standard HubSpot contact properties. Custom properties are not included in the free scan. The full MarketingSoda Refine platform (coming soon) supports custom property mapping.

Report is missing some dimensions

Possible cause: If there was not enough data to evaluate a particular dimension, it may not appear in the dimension breakdown. For example, if no contacts have the lastmodifieddate field populated, the freshness dimension may not be scored.

Lead Capture Form Issues

"Please use your work email address"

What happened: You entered a personal email address (Gmail, Yahoo, Outlook, Hotmail, etc.).

Fix: Use your company email address (e.g., you@yourcompany.com). Personal email addresses are not accepted for the lead capture form.

Why: MarketingSoda Refine is a B2B product. We require work emails to ensure report access goes to professionals who can act on the insights.

Form submit button is grayed out

Possible cause: One or more required fields have validation errors.

Fix:

  1. Check that all four fields are filled in (first name, last name, work email, company).
  2. Look for red error messages below each field.
  3. Ensure your email address is a valid work email format.
  4. All fields must be completed before the submit button becomes active.

"Something went wrong" after submitting the form

Possible causes:

  • A network error occurred during submission.
  • The Turnstile (anti-bot) verification failed.

Fix:

  1. Check your internet connection.
  2. Wait a few seconds and try submitting again.
  3. If using a VPN, try disconnecting it temporarily.
  4. Clear your browser cache and try again.

Browser Compatibility

Supported Browsers

MarketingSoda Refine is tested and supported on:

BrowserMinimum Version
Google Chrome90+
Mozilla Firefox90+
Apple Safari15+
Microsoft Edge90+

Known Issues

Browser/ScenarioIssueWorkaround
Safari with strict tracking preventionOAuth cookies may be blockedUse Chrome or Firefox
Firefox with Enhanced Tracking Protection (strict)Third-party cookies for OAuth may be blockedSet tracking protection to "Standard" or use a different browser
Brave browserShields may block the OAuth redirectTemporarily disable Shields for marketingsoda.ai
Older mobile browsersLayout may not render correctlyUse a desktop browser for the best experience

General Browser Tips

  • Enable cookies for marketingsoda.ai and app.hubspot.com.
  • Disable pop-up blockers for marketingsoda.ai.
  • Use a private/incognito window if you encounter persistent issues -- this eliminates interference from extensions.

Account and Waitlist Issues

Waitlist signup not working

Fix:

  1. Ensure you are using a work email address (personal emails are rejected).
  2. Check your internet connection.
  3. Try a different browser.
  4. If you see "Too many requests," wait a minute and try again.

Did not receive waitlist confirmation email

Fix:

  1. Check your spam/junk folder.
  2. Search for emails from marketingsoda.ai.
  3. If using a corporate email, check with your IT team to ensure emails from marketingsoda.ai are not blocked.
  4. Wait up to 15 minutes -- email delivery can be delayed.

Want to unsubscribe from waitlist emails

You can unsubscribe using the link at the bottom of any MarketingSoda email, or visit the unsubscribe page directly.

Contact Support

If none of the solutions above resolve your issue:

Email: support@marketingsoda.ai

When contacting support, include:

  • A description of what happened
  • The error message you saw (screenshot if possible)
  • Your browser name and version
  • Whether you are using any VPN or browser extensions
  • Your HubSpot plan type (if relevant)

We typically respond within 24 hours during business days.

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