Why is the Multiple Choice Fields not working with HubSpot integration?

Good day,

We have are having an issue with a new form and multi-select field in both HubSpot and Jotform. We needed to create a new property in HubSpot due to needed to update the Id of the options. With this, we also needed to change the field on the JotForm end to match the new options. The lists in both JotForm and HubSpot are both the same and still failing to import over.

I did test out only selecting a single option and submitting it before trying multiple options, both failed to import over to HubSpot. I also attempted making a simpler field and property but it still failed to import over.

I reviewed the following article that seemed similar but was not able to find a solution.
Article: https://www.jotform.com/answers/5466718-multiple-choise-field-are-not-being-sent-to-hubspot

I have also included screenshots of the field in question in JotForm and HubSpot.

Hi tcws,

Thanks for reaching out to Jotform Support. Can you send me the link to your form so I can take a look at it for you?

As soon as we hear back from you, we can move forward with a solution.

Link and Additional Screenshots.

From Link: https://form.jotform.com/241824564189162

Hi tcws,

Thanks for letting us know that you've also used the same method advised on this thread. Usually, if you remove the HubSpot Integration and then re-integrate it, that resolves the issue. Please try to re-integrate it again and map the fields once again, since both single and multiple choice elements failed to sync after your test. If you run into the same issue again, let us know, and we'll do some more testing to see what's going on.

Once we hear back from you, we'll be able to help you with this.

I attempted to remove the integration and then readding it and it is still failing to import the selected options.

Hi tcws,

Can you confirm if the field on your Hubspot mapped to the multiple choice field is a  Multiple Checkbox field type? If not, update your Hubspot field to Multiple Checkbox type field as this is the only field that can be mapped with such. Also, make sure to exactly match the labels of both fields, as not doing so normally causes issues with passing data from Jotform to Hubspot.

As a precaution, I have also cleared your forms cache to refresh your forms. This normally fixes temporary issues.

Give it a try and let us know if you have any other questions.

Included is a screenshot of the HubSpot field. I did also create another field with similar options, and it still failed to import. I have verified that the text and internal values match in both HubSpot and JotForm. I have attempted removing the integration again and simplifying the fields to only the basics and it still failed.

Hi tcws,

When I cloned and tested your  TEST- Tommy Trade Show Lead Form (IT testing). I was able to see the contacts in the HubSpot. Let me share the screencast and the screenshot below:

Can you please confirm that you are able to receive the contact in your HubSpot with these mapped fields? You mentioned that you have removed the other fields from your HubSpot mapping and added simplifying fields, so can you let us know if you are getting Name, Email and Company Interested in answers? Here is a guide on how to integrate Jotform with Hubspot.

If you are not getting the entries, then can you please try again after clearing your Google Chrome's caches? If the issue persists, share with the screencast using Loom or any other screen recording software. You can share the link here, and we will be able to check it out.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Let us know how it goes.

I recorded the following showing:

• The field in HubSpot
• List options in HubSpot
• The field in JotForm
• List options in JotForm
• The integration settings within JotForm
• Submission of the form
• Entry that is set to HubSpot

As you can see, the field is mapped accordingly and matches in both systems. Yes, the submission is sending to HubSpot but it is not mapping the "Interested In" field. Even in the screen recording that you sent, it looks like the field did not map. I did ensure that my cache was cleared before this test.

Looks like I cannot download the recording without a premium subscription so below is the shared link.
Recording: https://www.loom.com/share/eed3a73863574d61afa00c6f9945b6c4?sid=6d47fa8f-33f7-4112-b849-ba8dc4cb7806

Hi tcws,

I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Hi tcws,

I cloned your form and tested it to see if I could replicate the issue, and I ran into the same issue. When I looked at your form, I saw that the Interested In property wasn't configured correctly in Hubspot. Let me show you how to fix it:

1. Log in to your HubSpot account and go to the Data Management tab on the left of the page.
2. In the Data Management tab, click on the Integration option.
3. Scroll down and look for the Properties option.
4. Search for the Interested in property and click on the Edit button.
5. Edit the Internal value using the format below.
6. Click on the Save button to Save the changes.

Here's the sample output:

Give it a try and let us know how it goes.

Following the steps provided I was able to address the issue, but it is not an ideal solution. From my understanding, it looks like JotForm is sending the "Text Value" of the select field and then HubSpot is trying to match using the "Internal Value". This is less ideal because of how we use these leads with an additional integration, but we can look into another solution on the other integrations side.

Hi tcws,

In the HubSpot integration, there are some limitation when you use the Multiple choice fields with the values.

Let us know if you need any other help.