Common Issues

This page covers solutions to the most frequently encountered problems when using PDF CreateMate.

Properties Not Replaced

Problem: Your placeholders like {{firstname}} appear in the generated PDF instead of actual values.

Solutions:

1. Check placeholder syntax

   • Use double curly braces {{propertyname}} or dollar syntax ${propertyname}
   • Both formats support flexible whitespace: {{ firstname }} and ${ firstname } work

2. Remove hidden characters

   • Sometimes hidden formatting characters are copied into your document
   • If a placeholder doesn't replace, delete it completely and retype it
   • Copy property placeholders directly from the Properties page in PDF CreateMate
   • When pasting, use "Paste as Plain Text" (Ctrl+Shift+V) to avoid hidden formatting

3. Verify property names

   • Property names must exactly match HubSpot internal names
   • Use HubSpot's property settings to find the exact internal name
   • Property names are case-sensitive

4. Check property mapping

   • Go to your template settings in PDF CreateMate
   • Verify each placeholder is mapped to the correct HubSpot property

5. Ensure the record has data

   • The HubSpot record must have a value for the property
   • Empty properties will remain as placeholders or show as blank

Styling or Image Display Issues

Problem: Your PDF looks different from your Word template—fonts, images, or formatting appears wrong.

Solutions:

1. Font issues

   • Embed fonts in your DOCX file
   • Use standard fonts like Arial, Times New Roman, or Calibri
   • Avoid system-specific fonts

2. Image problems

   • Ensure images are embedded, not linked
   • Use standard formats: PNG, JPG, or GIF
   • Check image resolution (300 DPI recommended for print)

3. Layout issues

   • Avoid complex layouts with multiple columns
   • Use tables for structured layouts
   • Keep margins consistent

4. Re-upload the template

   • Save your DOCX with all changes
   • Upload a fresh copy to PDF CreateMate

PDF Layout Differs from Word

Problem: The PDF doesn't match your Word file: a table is out of place, columns don't line up, text is missing, or the document runs onto an extra page.

Why it happens: Word files are converted to PDF by a conversion engine that can render some layouts slightly differently from Word: complex tables, free-floating text boxes, and pages with no bottom margin.

What to try:

1. Give the page a small bottom margin, so a minor difference doesn't push content onto the next page.
2. Set text boxes and images to In Line with Text instead of floating.
3. Use simple tables for layout rather than nested tables or text boxes.
4. Upload the updated file and generate a new test.

Workflow Issues

Problem: PDFs aren't being generated when contacts move through workflows.

Solutions:

1. Enable re-enrollment in HubSpot
   • If a first test failed, the contact may not trigger the workflow again
   • HubSpot workflows only process each record once by default
   • Enable re-enrollment triggers to allow records to re-enter the workflow
   • Learn how to add re-enrollment triggers →

2. Check workflow enrollment

   • Verify contacts are actually entering the workflow
   • Check HubSpot workflow analytics
   • Look for enrollment errors in the workflow history

3. Review action configuration

   • Ensure the PDF CreateMate action is correctly placed
   • Verify template selection in the action

4. Check permissions

   • Confirm PDF CreateMate has proper HubSpot permissions
   • Re-authorize if necessary in Settings

5. Review credit balance

   • Ensure you have available credits
   • Generation pauses when credits run out

Changing PDF File Name

Problem: You want to customize the generated PDF filename.

Solution: PDF CreateMate supports dynamic file naming:

1. Go to your template settings
2. Find the File Naming section
3. Configure using HubSpot properties and text

Example: Invoice_{{dealname}}_{{closedate}}

See File Naming for detailed instructions.

Changing Template Name

Problem: You want to rename an existing template.

Solution:

1. Go to Templates
2. Click on the template you want to rename
3. Click the template name or edit icon
4. Enter the new name
5. Save changes

Updating a Template

Problem: You've made changes to your DOCX file and need to update the template.

Solution:

1. Make changes to your local DOCX file
2. Go to Templates in PDF CreateMate
3. Click on the template to open the Template Builder
4. Go to the Document Source step
5. Click Change to replace the file
6. Select your updated DOCX file
7. Review the property mappings (they are usually preserved).
8. Generate a new test on the Test step to check the result. Changes to a published template apply to the next document generated.

Google Docs templates: PDF CreateMate keeps a copy of your Google Doc. After editing it in Google Docs, open the template's Document step and, in the Document Source card, click the refetch button (↻). PDF CreateMate fetches the latest version and updates the placeholders.

Image description

The Document step of a Google Docs template shows:
- The placeholder analysis with invalid, matched and unmatched counts
- A Document Source card on the right with a link to the Google Doc
- The refetch button (↻) under the link
- The hint "Click to re-fetch the document and update placeholders"

Documents already generated: changing the template doesn't change existing documents. To update one with the new template or the latest HubSpot data, regenerate it.

Multi-Select Values

How multi-select properties display:

Multi-select HubSpot properties (like checkboxes and multi-select fields) are automatically formatted as comma-separated values in your PDF. For example:

• HubSpot stores: Option1;Option2;Option3
• PDF displays: Option1, Option2, Option3

Multi-select values always use commas with spaces as the separator. There is no UI option to customize the separator format.

General Troubleshooting Steps

If you're experiencing any issue:

1. Refresh the page - Clear any temporary glitches
2. Check HubSpot connection - Go to Settings and verify the connection status
3. Try a different browser - Rule out browser-specific issues
4. Review recent changes - Did the issue start after a specific change?
5. Check our status page - Verify no service disruptions
6. Contact support - If nothing else works, we're here to help