Support

Need help with the MarCloud's ROI Audit? We're here to help. Below you'll find answers to common issues, and details on how to reach the team.

Contact us

Want to discuss your audit findings? Speak with a specialist to book a consultation.

Common issues

I can't connect my HubSpot portal

  • Make sure you have Super Admin or App Marketplace Access permissions in HubSpot. If you're unsure, check with your HubSpot account admin.
  • If you see a permissions error during authorisation, it usually means your HubSpot user role doesn't have the required access. Ask a Super Admin in your account to install the app on your behalf.
  • If you're on a HubSpot Free or Starter plan, some optional scopes may not be available - this is expected and won't block installation.

My audit seems to be stuck

  • Audits typically complete within 1–3 minutes. For very large portals (50,000+ contacts), it may take a little longer.
  • If an audit hasn't completed after 5 minutes, try refreshing the page. If the issue persists, contact us at support@marcloudconsulting.com with your portal name and we'll investigate.

Some checks show as “Requires Professional/Enterprise”

  • Certain HubSpot API features are only available on Professional or Enterprise plans. If your portal is on Free or Starter, those checks can't return data - this is a HubSpot plan limitation, not a bug.
  • These checks are clearly separated in your report and don't affect your overall RAG score.

My Salesforce checks aren't showing

  • Salesforce integration analysis is a Premium feature. If you're on the Standard plan, you'll see a preview showing how many records are syncing to Salesforce, with an option to upgrade.
  • If you've already upgraded to Premium and still don't see Salesforce checks, contact us and we'll verify your account status.

I want to re-run an audit but have no audits remaining

You can purchase additional audits from the pricing page at any time. Audits are added to your account instantly after payment.

I need to disconnect or remove my data

  • To disconnect the app from HubSpot: go to your HubSpot Settings → Integrations → Connected Apps → find MarCloud's ROI Audit → Actions → Uninstall.
  • To delete your MarCloud's ROI Audit account and all associated data, email us at support@marcloudconsulting.com and we'll process your request.

Resources

About MarCloud Consulting

MarCloud Consulting is a Salesforce and HubSpot consultancy helping businesses get more from their marketing automation. MarCloud's ROI Audit is built on our ROI Framework - a five-phase methodology born from years of hands-on consulting that has driven measurable results for clients across multiple industries.

Learn more at marcloudconsulting.com.