How do I contact HubSpot support?
HubSpot offers plenty of features for small businesses, but sometimes it's not immediately clear how to access technical support when needed. If you're looking for answers to questions like "how do I change my password?" or "where are my reports?", we'll show you where to find them on HubSpot.
In this article, we explain everything about contacting customer service at HubSpot. We'll cover what type of support HubSpot provides, as well as whether there's an option to chat with real people instead of bots.
Note that if you want more specific information related to any particular feature, be sure to check out our detailed guides below:
For Businesses Using Free Plan Of HubSpot
1) Does HubSpot have phone support?
Yes! You can call the number listed under Contact Us from within HubSpot to ask for assistance. This number will forward directly into an agent’s voicemail box so they can answer your question without having to pick up their phones every time.
You may also opt to receive email support through LiveChat (which isn't always available).
2) Does HubSpot offer video calls?
No. Video chats aren't supported yet. However, since HubSpot integrates seamlessly with Zoom, users who sign up for HubSpot Premium ($10 per month) can use Google Meet during business hours.
3) Where is the help panel in HubSpot?
The Help Center is located right next to the Settings icon in the top bar of your dashboard. Clicking View all settings opens the main menu. From here, click Help & Feedback and then select Get Started Guide.
4) Is HubSpot support free?
Not exactly. The HubSpot platform has three plans: Starter for $15 per month, Plus for $20 per month, and Enterprise Grid for $25 per user per month. All come with unlimited storage capabilities, although some services might incur extra charges depending on your usage.
5) How does HubSpot compare to other marketing platforms?
According to independent research studies, HubSpot ranks higher than its competitors, including Marketo and Salesforce, according to Gartner Magic Quadrant 2020 report. In addition, HubSpot was ranked #12 among Top Workplace Picks 2019 by Glassdoor. It comes in second place after Figma.
6) What kind of training is included in HubSpot pricing packages?
All new customers get two weeks of personalized onboarding via live webinars. They also have access to online tutorials covering basic functions like setting up accounts, creating emails, etc., plus numerous articles. There are over 10,000 total articles across the knowledge base. Finally, HubSpot offers regular meetings with experts throughout the year.
Customers on premium packages get additional perks such as priority tech support, faster response times, dedicated agents, custom domain name, advanced analytics tools, and enterprise grade security.
7) Can I host events inside HubSpot?
Sure! With HubSpot CRM, you can create surveys, send automated messages, set reminders, schedule tasks... basically anything you need to manage leads and nurture existing ones.
8) Do I have to pay taxes on HubSpot income?
It depends on your location. According to HubSpot's FAQ page, most US residents won't have to worry about paying tax because HubSpot doesn't store data locally. As long as you don't make sales yourself, you won't have to deal with this issue.
9) Are there any discounts offered on HubSpot products?
Some companies provide discounted subscriptions for employees. Check your company policies regarding this before signing up.
10) Which countries does HubSpot work in?
Currently only North America, South America, Europe, China, India, Australia, New Zealand, Russia, Brazil, Mexico, Turkey, Argentina, and Singapore.
11) Why is HubSpot called “CRM” despite being primarily used for lead generation?
HubSpot started off as an application designed specifically for B2B marketers back in 2004. Over time, however, it became increasingly popular among consumers too. Therefore, the term Customer Relationship Management came into play.
Nowadays, many companies still refer to HubSpot as “CRM” even though it's now capable of handling multiple types of interactions between different parties.
12) Who created HubSpot?
Kevin Lee and Dharmesh Shah founded HubSpot in 2002. Since then, several notable entrepreneurs, investors, and academics joined their team.
13) What languages are supported by HubSpot?
English, French, Portuguese, Spanish, German, Italian, Dutch, Polish, Russian, Thai, Chinese, Japanese, Indonesian, Korean, Vietnamese, Turkish, Arabic, Hindi, Urdu, Filipino, Tagalog, and Persian.
14) Will HubSpot automatically sync contacts outside of its system?
Unfortunately, no. Although HubSpot uses OneDrive to sync documents and files, it requires manual inputting of personal information.
However, you can add your own information manually to address books stored elsewhere, provided those addresses exist. For example, you could import everyone's Gmail addresses into Outlook if you wanted to.
We've written more details about syncing Microsoft Office 365 files with HubSpot.
15) When should I start migrating my data to HubSpot?
As soon as possible. Not only will doing so increase productivity and cut costs down the road, but it will also ensure that your current systems run smoothly once HubSpot takes over.
16) How much space does HubSpot take up?
HubSpot takes up approximately 4GB of disk space. Additionally, each individual file size can go upwards of 2MB.
17) Should I delete old versions of my data when moving to HubSpot?
Only if you plan on importing another provider later. Otherwise, leave them alone. Keeping them ensures that you never lose important records.
18) Does HubSpot encrypt passwords?
No. While HubSpot supports multi-factor authentication (MFA), it stores usernames, passwords, and other sensitive credentials unencrypted. This means anyone snooping around on your network would be able to see these details.
19) How secure are HubSpot servers?
They're extremely robust. To prevent unauthorized access, HubSpot utilizes 256-bit SSL encryption. That said, it's best to avoid public Wi-Fi networks whenever possible.
Also, keep tabs on third party apps linked to your HubSpot account. Make sure none of them try to request login permissions without prior notice. Doing so could expose private user information.
20) Can I integrate HubSpot with external applications?
Yes, you can connect HubSpot with both internal and external sources. You just need to know the names of the APIs required to do so. Some examples include Zapier, Mailchimp, Drip, WordPress, Jira Cloud, Slack API, Github, Zendesk, Twilio SMS gateway, Amazon SNS, Facebook Pages Manager, Twitter Ads Manager, Google AdWords Editor, LinkedIn Marketing Tools, and others.
21) Am I allowed to record conversations inside HubSpot?
Technically yes. But it's against HubSpot policy due to privacy concerns. We recommend keeping audio recordings externally.
22) Can I share data with partners?
Yes, you can export data in CSV format and share it with trusted vendors. Just remember that HubSpot cannot guarantee compliance with HIPAA regulations.
23) How often does HubSpot conduct cybersecurity audits?
HubSpot conducts monthly scans of all active devices connected to its cloud infrastructure. At least one audit occurs annually.
24) Can I switch providers mid-term?
Yes, you can. Simply log into your HubSpot account, navigate to Account Settings " Switch Providers. Then choose either Partner A or Partner B.
25) I'm concerned about the lack of customization options. Why is that?
Although HubSpot allows you to customize nearly every aspect imaginable, it wasn't built for flexibility. Instead, it focuses solely on automating repetitive actions to save time.
26) How easy is it to migrate content to a new version of HubSpot?
Content migration usually involves copying assets stored in various locations (e.g., SharePoint libraries, Excel spreadsheets) and pasting them into the relevant fields in HubSpot. Unfortunately, it's pretty difficult and tedious to perform manually.
27) How long does it typically take to upgrade to the latest release of HubSpot?
Upgrading normally happens quickly. Most upgrades occur within 48 hours following a major update. Minor updates tend to wait 72 hours.
28) What kinds of benefits do organizations gain by subscribing to HubSpot's paid plans?
Premium customers enjoy exclusive access to beta releases, early product launches, advanced analytic solutions, dedicated customer success teams, dedicated engineers, etc.
29) How long until I qualify for the first billing cycle after subscribing to HubSpot Premium?
This varies based on your subscription model. Generally, qualifying starts 30 days after making your initial purchase.
30) What does "Business Class" mean in regards to HubSpot support?
Anyone subscribed to HubSpot Pro ($20/month) qualifies for Business class status. In turn, they get priority tech support, quicker troubleshooting, direct communication channels, dedicated agents, and more.
31) How does HubSpot protect me from phishing attacks?
The best way to resolve issues with HubSpot is to use its own built-in troubleshooting tool. But if that doesn't work for some reason, there are other options available as well. Here's how you can reach out to the company directly.
HubSpot has been around since 2006 but it's only recently gained widespread popularity among small businesses. The platform offers marketing automation software including email management tools, lead capture pages, landing page builder templates, social media integration, and more. It also includes an analytics suite so you can see what works and what doesn't when it comes to driving traffic to your website through various forms of online advertising. You'll find lots of free resources at hand (including books), however, the paid services are where the real power lies.
In terms of pricing, HubSpot starts at $25 per month per user, per year -- though this price point applies to business accounts only. If you're interested in personal plans then they start from just under $10 per month per person. There's also a 14 day trial period before paying anything up front. Personal users have access to all features except those related to enterprise sales, whereas business customers will be able to access these premium capabilities once their plan kicks off.
With such steep prices attached to HubSpot, it's important to remember that not everyone needs this kind of powerful marketing software. So, first things first: Is HubSpot worth getting into? Keep reading our review to learn whether it's right for you.
Is HubSpot customer service good?
Generally speaking, HubSpot's customer support team is responsive. In fact, many people who've never used the platform report having no problems reaching them via live chat. This is something we tested ourselves during testing runs throughout 2020. On two separate occasions we were connected within minutes of sending over a ticket. However, you should bear in mind that this was during peak hours, and HubSpot support may vary depending upon the time of day. Also consider that you might need to wait longer than usual because most queries take priority over others.
We found that the average turnaround times were between 30 minutes and 1 hour and 15 minutes although this varies greatly based on the nature of the query. As mentioned earlier, HubSpot's tickets system automatically marks certain tickets as resolved after 24 hours. That said, you should keep checking back until you receive a response. We'd say give HubSpot a week before giving up.
You'll often hear about companies charging high fees for technical support. For example, Adobe charges $99 for basic tech questions and upgrades, $199 for standard tech support, and upwards of $299 for custom tech support. While HubSpot does charge higher rates, its FAQs state that "support prices vary based on the complexity of your issue." And importantly, you don't pay extra unless you want to.
So far we've looked at general aspects of HubSpot's customer care. Now let's focus on specific types of queries. Below is a list of frequently asked questions along with answers provided by HubSpot staff. Note that answers are limited to official documentation, community posts, and FAQs. If none of these sources provide sufficient information, try contacting HubSpot's customer support team directly.
What happens when someone cancels my HubSpot subscription? What steps do I need to follow?
It depends on which package you signed up for when signing up for HubSpot. Most packages include a minimum number of months required in order to continue the rental agreement. After the end date of the contract, you won't be charged any further payments. If your contract is terminated early without cause, you won't be refunded the remaining balance owed.
However, if you decide to leave HubSpot prematurely due to dissatisfaction with the product or the service offered, you must initiate cancellation proceedings by following the relevant instructions included in the terms of your agreement. Please note that refunds aren't always possible, particularly if you didn't go through the proper channels and haven't communicated your decision to HubSpot beforehand.
To check the status of your current billing cycle, log in to My Account and select Billing History. You can also view your subscription details here. To change your address, visit the Change Address section located halfway down the screen.
For additional assistance, please consult HubSpot's Customer Service Terms & Conditions.
I'm experiencing slow performance. How much slower could it be?
Slow internet speeds can impact productivity levels across multiple platforms, especially cloud applications. HubSpot provides different tiers of bandwidth based on the size of your organization. Businesses with fewer than 500 employees fall under Tier 3, while larger organizations come under Tier 2. Generally speaking, smaller companies tend to rely solely on Tier 3 connectivity, whereas large enterprises usually opt for both Tier 2 and Tier 3.
When choosing a provider, make sure to ask about potential speed drops. Some providers offer guaranteed uptime percentages, meaning you shouldn't experience downtime even if your connection suffers an interruption. Alternatively, you can sign up for a dedicated line instead.
As for actual download/upload speeds, you can refer to Speedtest results published monthly by Ookla. These results show comparative data against global averages. Remember, however, that factors like city infrastructure, local weather conditions, and ISP quality play a part too.
What else can I do if I run into trouble with HubSpot?
Try searching the web for solutions to your problem. Chances are that there are several ways to tackle whatever predicament you're currently facing.
Use Google Search Console. This handy browser extension allows you to manage your reputation on search engines, track your ranking progress, and create sitemaps. Simply install it on Chrome and Firefox browsers. Then head over to the Dashboard tab and hit Create Sitemap. Finally, open your desired site on a desktop browser. When the page opens, click on Menu " More Tools " Manage Your Site Permissions.... At the very top of the resulting window, you'll spot a link labeled Sitemap XML file upload. Click on it and choose Upload File.... Next, navigate to the location containing your sitemap and drag and drop it onto the pop-up box labelled Select files to submit. Hit Submit and refresh the page.
Now you can send documents to clients, edit content, and perform similar tasks.
Check out HubSpot's knowledge base. The company operates a vast library of resources covering everything from setup guides, tutorials, and case studies to technical topics, industry news, and blog articles. Use the search bar at the top of every article to look for keywords. Once you locate a solution to your particular challenge, scroll down to the comments area. From here, you can either post a question yourself or share valuable insights with fellow readers.
Visit HubSpot Answers. Similar to a Reddit forum, HubSpot Answers lets you browse through tons of questions submitted by members of the community. Go to Questions " Newest First. Feel free to comment below each topic. A special thank goes to HubSpot employee Alexey Shkreli, who spends countless hours answering inquiries on behalf of his fellow users.
Go to the forums. They contain numerous threads where you can pose new questions or engage with existing discussions. Visit Forums " Discussion Boards. Underneath the main heading, you'll notice three icons sharing one label. Hover above them and select Show All Threads. You can now filter the discussion based on title, author, last activity, views, replies, favorites, and more.
Click Contact Support. Head over to the Contact Us option located next to the hamburger menu icon on the left side of your dashboard. Scroll down to the bottom of the page and click on Get Started. Fill out the form and attach images showing your error codes. Send us your request and we'll respond quickly.
Download the app. HubSpot offers mobile apps for Android and iOS devices. Install them and launch the respective client whenever needed. You can also connect to the server remotely via the webapp.
There are loads of third party tools designed specifically to enhance the overall functionality of HubSpot. One such tool is Workflowy [Broken URL Removed], which makes collaboration easier than ever.
Another popular alternative is Zoho CRM. Its interface isn't quite as polished as HubSpot's offering, but it still packs plenty of useful features.
Alternatively, you could turn to Zapier. This service connects hundreds of apps together so you don't need to switch screens constantly. Think of it as a digital Swiss Army knife that facilitates seamless workflow coordination.
Zapier integrates with dozens of applications spanning industries, ranging from accounting firms to retail stores. Sign up for a free account and explore thousands of customizable integrations. You can expect to spend less than 10 minutes setting up each new combination.
Finally, if you prefer a traditional approach, try Microsoft Outlook. It acts as a hub for emails, calendar events, contacts, notes, journal entries, and task assignments. Plus, you can sync your calendars with Gmail.
How do I get help on HubSpot?
Unfortunately, HubSpot doesn't operate a helpline. Therefore, it's impossible to talk to representatives personally. Instead, you can attempt to solve your dilemma via live chat or submitting an inquiry online.
HubSpot has over 100 million users worldwide across industries like retail, healthcare, technology, travel, media, etc., making it one of the world's largest SaaS providers for marketing automation software. In addition to its market leadership, HubSpot also offers reliable cloud services at affordable rates.
There are some things that could go wrong when working with HubSpot. You might need technical assistance, have questions about features, or want to report an issue. If this happens, how will you know who to ask for help from? Where should you start looking for answers? How do you keep track of all these requests and issues? It’s not easy!
In order to make life easier for customers facing problems with HubSpot products or services, we're going to show you how to find and manage support tickets within HubSpot Cloud CRM. We'll guide you through our internal process so that you don't miss any critical updates on your account.
Let's dive right into it...
How many calling minutes do you get with HubSpot?
When setting up your free trial subscription (or upgrading), you must be aware of what number of calls per month you can receive without paying extra. This depends on whether you choose a Basic plan ($19/month) or Professional plan ($29/month). As mentioned above, if you use HubSpot Enterprise Edition you won't pay anything extra but only get access to professional level tools and resources.
Also note that there may be limitations depending upon where you live. For example, US residents are limited to 500 outgoing voice calls each month, whereas international clients can make unlimited phone calls outside their country.
We recommend contacting HubSpot directly regarding this matter before subscribing to one of their plans. They can provide more details as well as let you know exactly how much money you'd end up saving.
How do I log a call on HubSpot?
After logging in, click My Account " Calls Log. Here you can see recent incoming and outgoing calls. Click Call Details next to the relevant entry to open the conversation window. From here, you can add notes and assign the caller accordingly.
You can sort calls based on date added, type, status, assigned team member, duration, priority, etc. Also, you can filter them according to several criteria such as service name, product, department, etc. To search for specific conversations, enter keywords related to the subject line.
As HubSpot says, “Call Detail records contain information about every single call made between two people inside the HubSpot platform." So they include basic info like Caller ID, Duration, Priority Level, Status, Notes, Call Type, Assigned Team Member, Follow Up Date, etc.
How do I reach out to HubSpot support?
1. Create a new ticket.
To create a new ticket, navigate to My Account " Tickets & Tasks " New Ticket. Alternatively, you can also select Other " Contact Us " Start A New Request. Enter title, description, category, summary, email address, and other required fields. Then hit Save.
2. Set up automatic responses.
Now that you've created a ticket, it would be helpful to set up automated replies whenever someone opens it. With HubSpot Cloud CRM, you can easily customize prewritten emails for different scenarios. Select Automated Responses under All Categories then Add Response. Name it appropriately, give it a brief explanation, and choose a template. Finally, save and activate it.
3. Find existing tickets.
It is best practice to check your active tickets first because sometimes you may come across old ones that were never resolved. Navigate to My Account " Tickets & Tasks " Your Data. There you can view detailed reports on active tickets, plus edit and close them. If you haven't yet received a response to a particular problem, try sending another message via Email Management System.
4. Report a bug or feature request.
Did something stop working properly? Do you wish to suggest improvements? Please submit feedback by selecting Other " Feedback " Submit Feedback. The form will walk you step-by-step through reporting bugs and requesting features. Make sure to attach screenshots, videos, documents, URLs, etc.
5. Get quick troubleshooting advice.
Sometimes you may feel overwhelmed due to numerous tasks running simultaneously. That's why having experts around can really help you out. Luckily, HubSpot provides great guidance for common errors. Just head to the Troubleshooting Guide section located at the top navigation bar.
6. Ask general questions.
Have trouble finding the answer to a question? Or perhaps you just want to clarify certain points? Try posting queries on the Answers forum. Simply visit the Forum tab on the left sidebar, scroll down until you spot Questions, and post away. Keep in mind that you cannot reply to threads posted earlier unless you’re a moderator.
7. Join discussions.
Want to engage with others discussing similar topics? Visit Discussions. Browse through popular posts or participate in lively debates. Feel free to comment on individual entries and contribute ideas of your own. By joining discussion groups, you become part of the community helping each other solve problems together.
8. Use forums effectively.
Forums offer an interactive environment where members share knowledge and experiences. However, they aren't suitable for everyone since it can be difficult to follow lengthy conversations. But that doesn't mean forums shouldn't be used at all! Most communities have separate sections dedicated to FAQs, beginner tutorials, news, announcements, and tips. And even though most users tend to leave comments instead of asking questions, responding to comments is still beneficial.
9. Search Engine Optimization.
One of HubSpot's unique selling propositions is SEO integration. Therefore, you can leverage the power of Google Analytics to better understand user behavior. Moreover, you can utilize HubSpot's built-in SEO tool to optimize content, improve visibility, and boost traffic to websites.
10. Post job listings.
Posting jobs isn't necessarily restricted to HR professionals. Anyone can join the Job Board and apply for positions. When doing so, please consider adding tags and descriptions that highlight important skillset requirements. Furthermore, you can specify salary ranges and benefits, along with deadlines.
11. Share files.
Do you regularly collaborate with colleagues or partners? Upload attachments onto HubSpot directly from various apps including Microsoft Office 365, Salesforce, Zoho Docs, Box, Dropbox, Evernote, OneDrive, Google Drive, etc. After uploading, simply drag and drop your file to the desired location—whether it's a document, spreadsheet, presentation, image, video, audio recording, etc.—and release it once done.
12. Send bulk messages.
Send personalized emails quickly and efficiently by creating templates and assigning variables. Choose Customize Templates and Variables under More Options. Now you can change titles, adjust parameters, copy values, and modify text throughout the entire campaign.
13. See trending data.
Use Trends dashboard to monitor key performance indicators. Discover insights on page views, sessions, leads generated, revenue earned, cost spent, average lead score, etc. If you're interested in seeing KPIs on a weekly basis, you can switch to Weekly View mode.
14. Access historical activity.
Need to compare current figures with past records? Go back to previous weeks, months, quarters, years, or dates. Open Historical Activity menu item under Reports " Performance History. Depending on your selected period, you can browse data by week, month, quarter, year, or custom range. Additionally, you can drill down further by choosing specific metrics.
15. Manage multiple teams.
Managing projects and teams across time zones can get complicated. Fortunately, HubSpot allows managers to organize schedules and delegate responsibilities among employees. On your Dashboard, expand People " Teams and pick a group of collaborators. Next, select Schedule Tab " Edit Schedules.
16. Track hours worked.
Track billable hours accurately and conveniently with HubSpot. First, establish project guidelines and determine standard billing rates. Then, enable Billable Time Tracking under Settings " Administer " Workflows " Enable Time Tracking. Lastly, configure tracking preferences, permissions, and exceptions.
17. Update contracts.
Update client agreements by navigating to Terms of Service " Contractual Documents. Once again, decide what documentation contains legal commitments, regulatory obligations, confidentiality agreements, intellectual property rights, indemnification clauses, etc.
18. Review invoices.
Invoice items or services rendered successfully, generate bills faster, and reduce manual work. To accomplish this, go to Invoices " Print Invoice. At the top, you can set fixed fees, percentage-based payments, discounts, taxes, shipping costs, etc. Below, you can add addresses, invoice numbers, purchase orders, credit memos, payment terms, etc.
19. Export contacts.
Export your Contacts database to Excel CSV format for safekeeping. Afterwards, upload the file to external storage devices like USB drives, CDRs, SD cards, hard disk partitions, etc.
20. Maintain compliance standards.
Ensure HIPAA compliance and protect patient privacy. Under Settings " Security & Privacy " Compliance, you can control sensitive personal data protection practices. Note that HubSpot automatically encrypts transmitted data during transactions and communications.