HubSpot chat widget still appears after plugin removal and subscription cancellation

Developer Support CMS Development
1

We used HubSpot for approximately six years and cancelled our subscription about a year ago.

We have removed the HubSpot WordPress plugin and tried multiple solutions, but the HubSpot chat widget is still visible on our website: [website]

HubSpot support suggested that the widget is still being loaded through a tracking script somewhere on the website, but we have not been able to locate it.

We no longer have access to Google Tag Manager, so we cannot verify whether a HubSpot tracking script remains there.

Is there a way to identify which HubSpot account or Hub ID the active chat widget belongs to?

Our goal is simply to locate the remaining HubSpot code and remove the chat widget.

Any help would be greatly appreciated.

Kind regards,

Espen Vågstøl

2

Espen, the Hub ID is visible from the script that is still loading. When I load eg-er.no, I see HubSpot assets being injected for portal 20034744, including https://js.hs-scripts.com/20034744.js.

The part that stands out is that I don’t see that HubSpot script in the initial page source, but I do see GTM-TCFTT6S there. So my first move would be Google Tag Manager Preview mode: open the site, filter for hs-scripts, and check the tag/initiator that fires it. If you can’t access GTM anymore, ask whoever controls that container to remove the HubSpot tag for portal 20034744.

I’d also do one quick WordPress check for any header/footer or theme injection, but the GTM path looks like the most likely place to start.

Disclosure: drafted with AI assistance.

3

It looks like you’re loading the HS script via Google Tag Manager. If you load up the inspect tool in Chrome, you can see that it’s initiated by GTM.

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Not having access to your GTM account is going to make removing it hard though.

4

Hello @EspenVagstolo, o plugin do WordPress foi removido, mas o próprio container do GTM (que continua publicado e ativo, independente do plugin) tem uma tag apontando para essa conta HubSpot. É por isso que o suporte da HubSpot disse “tem um script de rastreamento em algum lugar”, ele está certo, só que não está no código-fonte do WordPress, está dentro do GTM.

Como meus colegas comentaram, vocês não vão encontrar isso olhando o código do plugin porque o script não está no HTML estático nem em nenhum arquivo do site. Ele é injetado pelo próprio GTM.

O que recomendo de próximos passos:

  1. Recuperar acesso à conta do Google Tag Manager que contém o container GTM-TCFTT6S. Isso normalmente está vinculado a uma conta Google então vale checar com quem configurou originalmente (agência, ex-funcionário, desenvolvedor do site) quem é o admin dessa conta GTM.
  2. Com acesso ao GTM, localizar a tag chamada algo como “HubSpot” ou com id hs-script-loader e desativá-la/removê-la, depois publicar uma nova versão do container.

Se não for possível recuperar acesso ao GTM, a alternativa que sugiro é remover o snippet de instalação do próprio GTM do código do site. Isso vai parar o widget do HubSpot, mas também vai desligar qualquer outra tag que rode por esse GTM (ex: o Google Ads). Vale confirmar com quem cuida do site se há outras tags importantes rodando só por esse GTM antes de remover, para não perder rastreamento que ainda seja usado.

5

Hi @EspenVagstolo, You can find this yourself without GTM access right-click the page, “View Page Source,” then search (Ctrl+F) for “hs-scripts” or “hubspot.” The tracking script URL looks like //js.hs-scripts.com/[HUB ID].js or js.hs-banner.com/[HUB ID].js that number is your Hub ID, which tells you exactly which account it’s loading from. Once you have that, check your site’s theme files, header/footer includes, or any other plugins/CMS widgets that might have hardcoded that script, since it’s clearly not coming from GTM or the removed plugin anymore.

6

Hi @EspenVagstolo
If the Unbounce option is failing as well, I don’t think there’s anything else you can do from within the portal to clear it yourself.

Before escalating, I’d confirm that the email address is correct and ask the user to check their spam/junk folder and whether your company’s mail system is blocking HubSpot emails.

If everything checks out and the unbounce action continues to fail, I think this is something a HubSpot moderator or Support team will need to investigate, as they can review why the email remains bounced.

Just to clarify, is the user not receiving any HubSpot emails, or is it only the password reset and invitation emails that aren’t arriving?