Object Missing or Permission Locked

If a HubSpot object is missing from your object list in PDF CreateMate, it is because HubSpot did not grant the permission for it. PDF CreateMate deliberately hides an object it has no permission to read, rather than showing it and failing later when you try to generate a document.

This applies to objects added beyond the original four. Contacts, companies, deals and tickets are always available. See Supported HubSpot Objects for the full list.

Check the HubSpot approval screen

Open Settings and click Reinstall HubSpot App. HubSpot shows you a list of permissions to approve, split into required and optional.

Look at the optional permissions for the object you are missing. There are three possibilities.

The permission has a tickable checkbox. Tick it, complete the connection, and the object appears. This is the normal case.

The permission has a padlock. It cannot be granted yet, and there are two different reasons for this. Hover over the padlock to see which one applies, because they need different fixes.

The permission is not listed at all. PDF CreateMate is not requesting it. Contact support.

A padlock has two causes

An admin disabled the permission for this app

The tooltip reads "This permission is disabled for this app by an admin. Go to this app's admin settings to enable it."

Someone with admin rights in your HubSpot account has restricted which permissions PDF CreateMate may use. The permission exists in your account; it has simply been switched off for this app.

To fix it:

Click Go to admin settings in the tooltip, or in HubSpot go to Settings → Integrations → Connected Apps, open PDF CreateMate, and find the app access and permissions section.
Enable the permissions for the object you want.
Return to PDF CreateMate, click Reinstall HubSpot App again, and the padlock should be replaced by a checkbox.

You need HubSpot admin rights to make this change. If you do not have them, send this page to whoever administers your HubSpot account.

Your subscription does not include the object

The tooltip says the permission is unavailable for your account rather than mentioning an admin.

Some objects only exist on certain HubSpot subscriptions. Nothing in PDF CreateMate can change this, and reconnecting will not help. The object becomes available once the relevant HubSpot subscription does.

Both causes look identical at a glance - a greyed-out checkbox with a padlock. Always hover the padlock before concluding that your subscription is the problem, because an admin restriction is something you can fix yourself in minutes.

After reconnecting

The object appears in the object type selector at the top of the sidebar, and you can create templates for it.

If you approved the permission and the object still does not appear, contact support with your HubSpot account ID. We can see exactly which permissions your account granted and tell you which one is missing.