topic Re: Hubspot login - always asking to re-login in Account & Settings

Hubspot login - always asking to re-login

AVickers — Tue, 14 Feb 2023 19:49:38 GMT

Hello

We use Hubspot sales free version integrated with office 365 outlook

Hubspot has just this week started asking users to re-login multiple times each day

Up until last week, we would only need to refresh our login details maybe once a month

Re: Hubspot login - always asking to re-login

kvlschaefer — Wed, 15 Feb 2023 12:15:41 GMT

Hi @AVickers,

Thanks for reaching out to the Community and for reporting this!

This login issue was caused by a backend feature of the tool. Our internal support team found the source of the issue and has turned off the backend feature that caused this. Moving forward, you and your team members should no longer be prompted to log in frequently.

Best,

Kristen

Re: Hubspot login - always asking to re-login

SMcEachan — Tue, 18 Jul 2023 04:20:56 GMT

HubSpot contunually asks for 2FA even after I select "remember me on this device"

Re: Hubspot login - always asking to re-login

BérangèreL — Tue, 18 Jul 2023 12:36:28 GMT

Hi @SMcEachan,

Thank you for reaching out to the Community!

I can see in this article "Set up single sign-on (SSO)" that if you click "Remember me", you only have to do 2FA if you are on a new device or after 6 months.

Can you confirm that this is not the case for you please?

- How often does the 2FA is being prompted?
- After which actions do you usually get the 2FA?
- Have you cleared the cache?
- Or were you on a different browser?
- Are other users experiencing this as well?
- Since when do you have this issue please?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

Thanks,
Bérangère

Re: Hubspot login - always asking to re-login

IntlDeli — Thu, 19 Oct 2023 20:29:22 GMT

I am having the same issue with my account as well. Can you help me like you did for AVickers?

Re: Hubspot login - always asking to re-login

Uncle-Mole — Sun, 10 Dec 2023 20:46:42 GMT

Hey,

Two of us in our office are having this issue, constantly being asked to log in, Remember Me having very little impact. Any suggestions?

Chris

Re: Hubspot login - always asking to re-login

DiamondPrefin — Mon, 11 Dec 2023 21:40:48 GMT

I have always had this problem with HubSpot, even at different companies I've used HubSpot at since 2018. A simple Google search indicates to me that this is a huge, widespread issue affecting hundreds, if not thousands of users daily (sometimes even multiple times a day). Over the past few years, I've followed everything that HubSpot support suggests, and nothing helps. This problem persists across all PCs at my company and affects browser sessions as well as the Windows tray app. It is infuriating for all of my employees (half of them refuse to use HubSpot because of this issue, which vastly lessens the value of HubSpot at my company) and I am ready to toss HubSpot out altogether. Even while writing this note, a HubSpot window popped up to let me know it was time to log in again, as if HubSpot has no clue that I was ever logged in. This is not fun!!!!!

Re: Hubspot login - always asking to re-login

Uncle-Mole — Mon, 11 Dec 2023 21:47:30 GMT

We don't have Enterprise so SSO isn't an option for us. We do use 2FA and even then we still get asked to log in multiple times regardless of whether we click on Remember Me or not.

Re: Hubspot login - always asking to re-login

BérangèreL — Tue, 12 Dec 2023 11:35:34 GMT

Hi @Uncle-Mole and @DiamondPrefin and all,

Thank you for sharing your valuable feedback!

I understand how frustrating it can be to click on the "Remember me" feature and then have to enter the credentials again.

I'm sorry to hear about your experience regarding this.

So that I can ask the Team to take a closer look, I would need additional information to be able to investigate further please.

- When this feature is not working, is it on the HubSpot Sales extension? Or just on the HubSpot login page?
- Is the 2FA in place? @Uncle-Mole I believe you do. What about you @DiamondPrefin?
- How often does the 2FA is being prompted?
- After which actions do you usually get the 2FA?
- Have you cleared the cache?
- Or were you on a different browser?
- Are other users experiencing this as well?
- Since when do you have this issue please?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

Thank you in advance and have a great day!

Best,
Bérangère

Re: Hubspot login - always asking to re-login

DiamondPrefin — Wed, 20 Dec 2023 18:41:28 GMT

The issue occurs when I open Outlook at the start of my day and I am presented with a request to log in to HubSpot. I am also prompted to log in to HubSpot for Windows randomly during the day. This happens daily, sometimes multiple times a day.
I use 2FA, though I am rarely presented with 2FA prompts (almost never)
Yes, I've tried clearing cache and I have followed every instruction I've seen in the online support forums. I still get prompted every day to log in to HubSpot, often multiple times a day.
Multiple users in my company have an identical experience
We have always had this issue (since we opened our HubSpot account in 2021). I have also experienced this at two other companies before my current one.

As far as I can tell, this is exactly what HubSpot is designed to do: Ask people every 6-12 hours to log in again. And if you are logged in to more than one HubSpot interface (Outlook Add-In plus Windows Tray App), each one will ask you to log in daily, which to the end user is at least two log-ins every day. I just want to log in with a secure method (like 2FA) and let that be good without asking me to log in again for the next 90 days. My employees would sure appreciate that as well.

Re: Hubspot login - always asking to re-login

DanaIrvine — Tue, 09 Jan 2024 14:30:59 GMT

sam efor me. every day i need to login and i am not clearing my history.

Re: Hubspot login - always asking to re-login

MarcusHarte — Thu, 18 Jan 2024 07:49:29 GMT

HubSpot login

Having the same issue with my team. Its wourse fpr some team members (they have to login multiple times a day), and for some its only once a day. Hoping this issue gets fixed soon.

Re: Hubspot login - always asking to re-login

WEBIV — Tue, 23 Jan 2024 13:11:21 GMT

Same - every day. Requires the login and my 2FA. I have gone through the allowlisting process and adding the safe sites, and checking save login - no luck.

Re: Hubspot login - always asking to re-login

joshuac — Mon, 04 Mar 2024 18:34:50 GMT

Hi @kvlschaefer,

I am currently trying to help out a client who is using Hubspot and this issue that the thread is covering is happening to them. I saw your answer that an internal change was made and was wondering if the same change can be made on our side to help with the client that we manage as their IT department.

Thanks,

Josh

Re: Hubspot login - always asking to re-login

ITuser — Fri, 15 Mar 2024 19:34:32 GMT

Are there any updates to the status of the daily login issue? Can HubSpot at least confirm if they are working on a solution or if this should be considered expected behavior?

I am in the same situation with users needing to login daily.

We have tried the desktop and 365 add-ins as well as the HubSpot recommended cookie and safe website setting. Users are all Windows 11 with the basic configurations \ defender firewall.

At this point I would like to be able to tell the client something other than, "Maybe somebody will post a fix on their forums someday... Given similar reports going back years, I wouldn't count on it."

Re: Hubspot login - always asking to re-login

MarcusHarte — Mon, 18 Mar 2024 07:18:33 GMT

Same!

Re: Hubspot login - always asking to re-login

GFourie — Thu, 28 Mar 2024 06:30:11 GMT

Same issue, incredibly frustrating. No matter how many "fixes", remember me, 2FA - it's the same thing every day.

Re: Hubspot login - always asking to re-login

BérangèreL — Thu, 28 Mar 2024 16:06:33 GMT

Hi @GFourie and all,

Thank you for reaching out to the Community!

I'm sorry to hear about your experience regarding this.

I would like to apologize for the frustration this has caused.

1. I checked internally and you (in your portal, under settings / security / on the "settings and activity" tab) can determine how long a session is active for.
The maximum amount of time is 24 hours. This means that if a user is inactive for more than 24 hours they will be logged out.

2. The "remember me" option will allow a user to go 28 days without logging in assuming they are never inactive for more than the session length set in the portal.
Each place you login is a different session that would be logged out due to inactivity.

3. As for the Outlook logouts, here is the expected behavior and it is dependent on what each of the users is using:
Users using the Outlook desktop extension will be prompted to login after being offline for over 24 hours - such as Outlook being closed, their system being put to sleep/being turned off.
This is expected behavior unless the user is being prompted to login within those 24 hours when they have been actively using Outlook.
Even if the user is selecting the "Remember me" setting, this will not override the 24 hour inactivity policy. The 28 days session (of the "remember me" option) will only work if the user remains active throughout, which is unlikely due to weekends, holidays, etc.

If this is not the case for you, please send me as much detailed information as you can so that we can investigate this for you.

Thanks a lot.

Best,
Bérangère

Re: Hubspot login - always asking to re-login

DanaIrvine — Thu, 28 Mar 2024 16:39:10 GMT

It is not working correctly then. Mine is set to 24 hours, and I use the system all day until around 5pm, and have to log back in even if i simply close my browser and go back in immediately. .

Re: Hubspot login - always asking to re-login

FrankTT — Sun, 14 Apr 2024 09:05:38 GMT

The issue is still open, the "Backend Fix" had no impact here. We have no SSO integration with M365, but are asked every day for both, Outlook sales plug-in and the browser-based login to login-in again.

2FA seems to work correctly, I need to provide the second factor only very occationally or if I happen to open Hubspot in a new or private browser.

Outlook and many other applications provide a "Remember me" setting, which applies to the basic login requirement, and NOT to the requirement of providing a second factor.

If Hubspot cannot remember users as this function implies, it'd better to remove it as it triggers user expectations that it not fulfills. Of course, having the functionality working as users expect would be the preferred solution. Thank you!