Account locked out Suspicious Activity - Password Reset Not Working

Smart CRM & Sales Hub Account & Settings
1

Hi,
I was locked out of my hubspopt account, at info@visualthinkers.ca, due to suspicious activity, but it won’t send me a password reset to my account. I’ve tried multiplie troubleshooting steps, but it’s not resetting the password. Can someone please fix this?
Thanks,
Jeremy Cummings, CEO
Visual Thinkers

2

Hi @JCummings10 ,

The best approach here is to connect with HubSpot support for personalised assistance with the issue as they can help you verify your identity and help you gain access to your account.

If this helps, feel free to mark it as the solution

:check_mark:

and give it an upvote

:+1:

!

3

Except that I’m on the free tier, so so far the only support seems to be
community.

4

In this case HubSpot will ask you for more info about your account and will review the details for a decision which would approx take around 2 business days.

FYR:

If this helps, feel free to mark it as the solution

:check_mark:

and give it an upvote

:+1:

!

5

Hello @JCummings10 -
Sorry to hear you got locked out. I hate that.
Have you tried troubleshoot via the instructions here? Log In to HubSpot
If you have, there is a form at the bottom of the page where you can submit a help request to HubSpot support.

I hope this helps!

Marian

6

Thank you for jumping into help, @Jigar_Thakker & @MarianKaha!

@JCummings10 -- I appreciate you trying some initial troubleshooting steps. As mentioned, you can contact account support through that form if you need immediate access to your account (even as a free customer).

That said if you could give more specifics on the steps that you have taken to resolve this, we might be able to provide more detail. Are you seeing any particular error messages? When you say you are locked out, do you mean that your password is not working or you received a message that you lost access?

Best,

Kennedy