I can not sign in at all to my HubSpot account

Smart CRM & Sales Hub Account & Settings
, ,
1

I have a problem logging into the site, I had an account before and now I want to log in again but I can’t, and I asked to re-register, I re-registered and reached the national ID card entry, and whenever I take a picture with a professional camera it says that the picture cannot be read, I changed 3 mobile phones and I couldn’t, there is no way to upload the picture just to take it via the mobile, , My brother registered through his account and entered and was able to complete it until the end without any requirement to achieve the identity, another point, my brother tried to log in and create another account for me for an email of mine from his computer, and he entered and when I wanted to log in from my computer, he said that there is no account at all, what should I do if you please

3

Hi @HalaSalka and welcome to the HubSpot Community!

Thanks for reaching out and for sharing the steps you’ve already tried!

It sounds like you’re running into two issues: completing the identity verification and accessing the account that was created with your email address.

Can you please try the following:

  • Go to the HubSpot login page and use the original email address. If needed, select “Forgot my password?”.

  • If HubSpot asks you to verify your identity, take the ID photo directly with the phone camera,a s you did. Please make sure the entire ID is visible, in focus, well lit, and free from glare. Also try the latest version of Chrome or Safari and allow camera permissions.

If the ID still cannot be read, select “Reset authentication device” (Account recovery can take 48–72 hours while the details are reviewed) or “Verify with photo ID” on the login screen.

Or, alternatively, if verification continues to fail, please submit the form at the bottom of this article for the Team to review it.

For the new account that shows “no account exists”, please confirm that you are using the exact same email address and check the inbox and spam folder for HubSpot’s verification email: Not receiving HubSpot system or notification emails

And please do not share your password, ID document, or authentication codes publicly.

Looking forward to hearing from you,

Thanks,

Bérangère