A HubSpot user can't see contacts, deals or tickets that others can

When one HubSpot user can't see contacts, companies, deals or tickets that a colleague can, start with that user's View permission for the object. HubSpot lets an admin give each user all records, their team's records, or only the ones they own. A user limited to their own records sees only those, whether they look in index views, segments or reports.

Check that first. In settings, go to Users & Teams, tick the user, click Edit permissions and open CRM, then CRM Objects. Then open one of the missing records and look at its owner, its pipeline and the owner's team.

Why a user can't see records

View is set to their own or their team's records

Each object has its own View setting, so a rep can see all contacts and still only their own deals. Ownership counts the default owner property, such as Contact owner, plus any custom property of the HubSpot user type. A rep with own-records access also sees records where they're named in a custom user property, such as a second rep field. Records with no owner stay hidden unless the Unassigned checkbox is ticked, and that checkbox only looks at the default owner property.

The owner isn't on the user's team

Team access means records owned by anyone on the user's teams. Teams need a Professional or Enterprise subscription, as of October 2026, and so does team-only access. A user can have a main team and extra teams, and team access covers records owned by members of any of them. When an owner moves to another team, their records leave the old team's view. With nested teams on Enterprise, a parent team sees everything owned below it, but a nested team can't see everything its parent owns.

The pipeline is restricted

On Professional and Enterprise, a Super Admin can limit a pipeline to chosen users and teams through the pipeline's Manage access option. Users without access see that pipeline greyed out and can't create records in it. They can still open a record from a direct link, find it in search and see it in reports and as an association on other records. A deal that shows in a report but not on the board may sit in a restricted pipeline. The deals not showing in pipeline article covers the board view side.

A restricted property is in the view's filters

On Enterprise, properties can be limited to certain users and teams. A user who can't view a property can't see records in saved views whose filters use it, and some reports and dashboards may not load for them. The property not showing article explains property access.

The change hasn't taken effect yet

HubSpot applies record permission changes after the user logs out and back in. If you fixed the setting and nothing changed, start there.

A permission set overrode the change

On Enterprise, accounts can use permission sets, and assigning one overrides the user's individual permissions. If someone fixed a user by hand and a set was assigned afterwards, the set wins. Check the Permission Sets tab in Users & Teams.

What's missing is a view or an activity

Custom index page views can be private, shared with a team, shared with everyone or shared with chosen people, so a colleague's saved view may not exist for you. Activities have permissions of their own as well. A user set to their own calls or notes can't see the ones other users logged, even on records they can open.

How to fix it

1. Open a record the user should see. Note its owner, any custom user properties, its pipeline, and the owner's main team.
2. In Users & Teams, tick the user, click Edit permissions and open CRM, then CRM Objects. Compare the View, Edit and Delete settings for that object with a colleague who can see the record. Tick Unassigned if they need records with no owner.
3. Open the user's settings, go to the Setup tab and click Teams. Check the main team and extra teams.
4. For deals and tickets, open the pipeline in object settings and check its Manage access setting.
5. If the account uses permission sets, change the set, or the next time it's assigned your fix will be overwritten.
6. Ask the user to log out and back in, then check again.

Changing permissions needs Super Admin or Add and edit users, and you can't hand out permissions you don't have. You also can't test restrictions on a Super Admin. Super Admins can view, edit, delete and merge every record, and that has to be removed before any restriction applies.

How to stop it happening again

Decide for each object who needs all records and who needs only their own, and write it down. Put new users on the right main team when you add them, and reassign records when someone changes teams. On Enterprise, build one permission set per role so every rep in that role gets the same access.

If your portal's permissions grew without a plan and nobody is sure who can see what, I can audit them and set them up with you.

Questions

Does a View-Only seat hide records from a user?

The seat and the View permission are separate. The seat decides which tools a user gets and whether they can edit, and the View permission decides which records they see. See HubSpot seat required for what each seat allows.

Can I use team permissions on a Starter plan?

No. Teams and team-only access need a Professional or Enterprise subscription. On other plans a user sees all records of an object or only their own.

Why can a user see a deal on a contact but not open the deals board?

Association cards and reports can show records from a pipeline the user can't access. Check the pipeline's Manage access setting and the user's deal View permission.