I’m an agency and I’m having trouble registering my card to purchase a Starter subscription for certain accounts. I already have 5 accounts with the same address and company information, and I’m not sure if HubSpot has blocked me since it doesn’t seem to be a payment card issue—I’ve tried several cards (Amex, Mastercard, and Visa) and none work. Do you know why I can’t subscribe?
Hi @Dmascareno and thanks for reaching out & sharing those details with the HubSpot Community!
When multiple accounts share the same address and company information, our system may flag this as a potential duplicate, which can prevent additional purchases for security reasons.
I recommend reaching out to our Sales team directly with your account details, they can review the situation and help you subscribe smoothly.
Let us know if you have any other questions!
Bérangère
Thank you very much, truly. Do you know who I can contact? The billing and customer service emails aren’t helping, and unfortunately, one of my accounts has been blocked because I can’t make a payment. I’ve tried several cards, but via email they just tell me the same thing as always: try another card.
Hi @Dmascareno and thank you for getting back to me.
Reaching out to our Billing Team at billing@hubspot.com is indeed the best next step. I see you are currently in contact with them.
You can also try updating the payment method under Account & Billing > Payment Methods.
If you’ve tried several cards, it can help to check with your bank to ensure they can authorize charges from HubSpot, then remove and re-add the card and try again using an incognito window.
In the meantime, I am also checking internally for you and will let you know if I have any update.
Thanks for your patience,
Bérangère
Hi @Dmascareno
If you’ve already tried multiple cards from different providers, it does sound like the issue may be related to the account rather than the payment method itself.
Since you’re managing several portals under the same agency details, I’d check whether there’s an account verification or billing review preventing new subscriptions from being processed. It’s also worth confirming that there aren’t any pending invoices or billing restrictions on the accounts you’re trying to upgrade.
If everything looks normal on the billing side, I’d recommend contacting HubSpot Billing Support and providing the portal IDs that are affected. They can usually see the specific reason a subscription request is being declined, which isn’t always visible in the portal.
Just to narrow it down, do you receive a specific error message when the payment fails, or is the transaction simply declined without any explanation?
Hi! thanks for the reply. I’ve been in touch with the hubspot team for 2 weeks now, but I am not having anyone resolve my issue. When I try to pay it mentions to review my bank, but when I talk with my bank rep, he doesnt receive any block issues from the charge applied, it doesnt even reflect. So I’m 100% sure it’s a HUBSPOT issue, but the collections, finance and account team do not solve anything, communication is poor, I get contacted by differente people instead of a single person, no one reads my emails or tickets to have concept and when the reach out to me they come with the same “solution” that doesnt work “try incognito window” “try another card” etc…
I’m fristrated with how this is affecting my actual accounts, I have one that is blocked because it’s “account passed due” but I can’t even pay it! HUBSPOT wont let me issue any card, i already tried 3 credit cards from different banks.
I’m a breathe away from giving up and just looking for another CRM that fits my needs and is less burocratic with solving my issues.
WORST THING IS! I want to pay existing paying accounts, and pay new suscriptions for my free accounts
Hi @Dmascareno and thank you for sharing these details.
I can see how this situation is impacting your account, and I want to help move things forward.
To make sure your case gets the attention it needs, I’ll connect with our Support team directly and flag your experience, on top of the details I’ve already shared.
In the meantime, I am still in touch with our Billing team currently and will get back to you real soon about this.
We appreciate your patience and want to resolve this as quickly as possible.
Bérangère