topic Re: Our HubSpot Account disappear in Knowledge Base Tool

Our HubSpot Account disappear

ULeonardo — Fri, 22 Sep 2023 21:25:58 GMT

One of our company's employees, (a HubSpot account administrator), had a personal meltdown, and it appears that he erased our HubSpot account or he erased all the team from it– a big mess!

Can I send the case to an email address for further review? Is it possible to restore a deleted account?

We paid for the year for

Marketing Hub Starter

Sales Hub Starter (Includes 2 Users)

Help!

Re: Our HubSpot Account disappear

Jnix284 — Fri, 22 Sep 2023 21:36:32 GMT

@ULeonardo I'm very sorry this happened to you! I don't know what the recovery options are, but it would require reaching out to HubSpot Support directly, which has to be done from an account with a paid plan.

@kvlschaefer @PamCotton can one of you help clarify the correct course of action if an employee deletes their company account and what the options to restore it are, if any?

Re: Our HubSpot Account disappear

ULeonardo — Mon, 25 Sep 2023 15:27:06 GMT

Thanks for your help, Our account ID 23426318 Our company name is Omni-Stem.

After reviewing matters this weekend, we realized that an employee with administrative privileges expelled the entire team from the account and changed its primary email address.

This has led to two major issues:
We lost all contact information for the company's leads and clients.
We had already paid for a year of platform service since May.
Is there any way to prove that we are the legitimate owners of the account and regain control over it?

Can the account at least be locked to prevent the rogue employee from accessing our client base?

Thank you for your assistance.

Re: Our HubSpot Account disappear

Jnix284 — Mon, 25 Sep 2023 19:01:48 GMT

You're welcome @ULeonardo , I'm sorry there isn't more I can do to help. Hopefully someone on the community team will be able to provide further insight.

Having run into this situation in the past, because the user had super admin rights and could remove the other users, it's my understanding there isn't really a lot that HubSpot can do on their end.

Have you tried to work with the employee directly to see if you can work out a solution together? If that isn't a viable option, you might have to pursue legal options based on your employment agreement to determine if you can regain control of the account.

I'm not offering legal advice, it will just be very hard for you to prove your case to HubSpot based on the user permissions and terms of use so you might need to consider other alternatives.

Re: Our HubSpot Account disappear

kvlschaefer — Mon, 02 Oct 2023 14:41:59 GMT

Hi everyone,

Thanks for the tag, @Jnix284!

@ULeonardo I apologize for any data and business impact this has caused you. I understand how frustrating this can be.

I would recommend following @Jnix284's advice on reaching out to our technical support team as they have access to internal tools to assist with this matter. The community unfortunately doesn't have access to your account, so I would recommend checking with support to get real-time assistance and see what your options are as you are a paying customer.

Thank you for your understanding.

Best,

Kristen