topic Re: Lost options to change Marketing Contacts in Lead Capture Tools

Lost options to change Marketing Contacts

TMyatNoe — Fri, 17 Feb 2023 08:23:54 GMT

Hi,

We are going to launch a lead generation campaign this week. But I am encountering a pothole. We can't change the contacts to marketing contacts. It is happening in all possible tools, like form, in contacts, lists, and even in workflow. I've been contacted HubSpot Support since Monday but they are still investigating. It is so sad to move my campaign next week.

Have you ever been in a situtation like me? How did you solve this? Please help me professionals 😭

Re: Lost options to change Marketing Contacts

karstenkoehler — Fri, 17 Feb 2023 08:25:51 GMT

Hi @TMyatNoe,

Could you specify which user actions in the tool aren't working? How are you markting contacts as marketing contacts? Could you share screenshots of the error / uncompleted action?

Best regards

Re: Lost options to change Marketing Contacts

TMyatNoe — Fri, 17 Feb 2023 08:34:52 GMT

Re: Lost options to change Marketing Contacts

karstenkoehler — Fri, 17 Feb 2023 08:38:01 GMT

Hi @TMyatNoe,

Could you confirm whether you're still being billed by marketing contacts and not another billing model? Are you still seeing these options under Account & Billing? https://knowledge.hubspot.com/account/understand-marketing-contacts-billing

Best regards

Re: Lost options to change Marketing Contacts

TMyatNoe — Fri, 17 Feb 2023 08:41:20 GMT

Last 4 months ago, we launched an event marketing email campaign creating marketing contacts automatically from Form submission. This time, I don't see this option in form tool. Then, when I checked in workflow and contact view, the button to change marketing contact status is lost.

This is what I am encountering now.

Best,

Re: Lost options to change Marketing Contacts

karstenkoehler — Fri, 17 Feb 2023 08:43:40 GMT

Hi @TMyatNoe,

Have you checked the Account & Billing section, as per my previous reply? https://knowledge.hubspot.com/account/understand-marketing-contacts-billing

Best regards

Re: Lost options to change Marketing Contacts

TMyatNoe — Fri, 17 Feb 2023 09:24:38 GMT

Hi @Karsten,

There is no usage and limit option under billing contacts. Actually, it is one of my clients' portals, they carry out their billing method by themselves.

You can see it in the photo.

Best,

Thadar

Re: Lost options to change Marketing Contacts

karstenkoehler — Fri, 17 Feb 2023 09:17:08 GMT

Hi @TMyatNoe,

Can they see the Usage & Billing tab?

Also, I'd recommend removing the screenshot, this is public forum. (The screenshot is showing the total and some credit card information.)

Best regards

Re: Lost options to change Marketing Contacts

TMyatNoe — Fri, 17 Feb 2023 09:17:38 GMT

Hi @karstenkoehler ,

I left one screenshot.

Re: Lost options to change Marketing Contacts

TMyatNoe — Fri, 17 Feb 2023 09:46:33 GMT

Hi,

We will confirm it back with our clients. Currently, we can see this.

Re: Lost options to change Marketing Contacts

karstenkoehler — Fri, 17 Feb 2023 09:52:58 GMT

Hi @TMyatNoe,

That's not the Usage & Limits tab, is it?

Best regards

Re: Lost options to change Marketing Contacts

TMyatNoe — Fri, 17 Feb 2023 10:04:25 GMT

No, it is not.

And also there is one thing here is they are using legacy portal.

Re: Lost options to change Marketing Contacts

deepikaverma — Fri, 17 Feb 2023 11:27:54 GMT

Hi @TMyatNoe ,

From the above conversion what I could understand is that you are unable to see the "Marketing contact status" property in Hubspot. So the most possible reason of this is that all the contacts in your account are marketing contacts. You can make cahnges in this by talking Account sucess manager.

Reference article link
Thanks!

Re: Lost options to change Marketing Contacts

karstenkoehler — Fri, 17 Feb 2023 13:06:24 GMT

Hi @TMyatNoe,

So there are three options:

(1) If you're not a billing contact / super admin, you might not see the Usage & Limits tab. You could check with someone with that role in the portal.

(2) Is there a minute chance you're confusing this portal with another portal? (All these options are equally unlikely, otherwise I wouldn't ask.)

(3) Your account moved from the marketing contacts billing model back to the previous model. This is unlikely as HubSpot wants to deprecate the previous model.

In any case, I'd recommend reachinig out to your HubSpot account manager to troubleshoot.

Best regards

Re: Lost options to change Marketing Contacts

karstenkoehler — Mon, 20 Feb 2023 05:19:05 GMT

Hi @TMyatNoe,

Could you clarify how that's the solution? Even if all contacts are marked as marketing contacts, the dropdown options would not disappear.

Best regards

Re: Lost options to change Marketing Contacts

TMyatNoe — Mon, 20 Feb 2023 05:31:27 GMT

Hi @karstenkoehler,

I contacted to CC and found out that their portal is a legacy one and they bought 4000 marketing contacts. All the contacts in their portal are marketing contacts and we can carry out professional level marketing activites. So, basically, we don't need to set marketing contacts. That's why I accepted the solution of all the contacts are marketing contacts.

Thank you.

Thadar