Hi!
I have new setup on Hubspot with Free Account, i have only one active account (me, with Super Admin rights).
In plan description, i can see “4 user(s) remaining”
I’m trying to add additional Users via “Settings > Users & Teams > Create User”
But button is inactive, with message on hoover “To create a user, you must be authorized.”
Please see screenshot as a reference.
How i can fix it / add more users?
This is certainly strange @bmmedia and not something I’ve run into before. As a Super Admin, your settings can’t be edited so there’s no reason you shouldn’t be able to add a user.
Can you try removing the filter for “Status (1)” shown in your screenshot? Also, log out, clear cache, log back in.
Tried in Incognito Mode - same result.
Status filter - will show inactive users (i’m able to see my Super Admin user in list, just not showing it on screenshot due to privacy concerns), so it not help as it’s not enabling “Create User” button.
My main issue is that i cannot Add new User, as “Create User” button is inactive.
At this point i did upgrade from Free Account to Starter, in order to acces Customer Support. Hope they will be able to help.
@bmmedia do you have 4 deactivated/inactive users? I believe that could be the issue, you might have to remove them from the free account before you can add new users (I wouldn’t expect that to be the case, but it’s the only thing I can think of) - since you’ve upgraded to Starter, I would have thought it should resolve itself and it didn’t, so I guess we wait to see what support says. Please keep me posted, I’d love to know what the cause is and if it ended up being something they had to fix on their end.
No, i have only 1 user (me, Super Admin Rights).
From what i understood, it may be related to Account Verification issue, in certain parts of Hubspot (Marketing > Email , Marketing > Forms) i have such message:
"Some features will stay blocked
We weren’t able to verify your information. Unfortunately, we can’t give you full access to the HubSpot platform. This is a final decision that can’t be appealed.
"
I was not trying to add Users before i got such message, and somehow message on “Add User” have very close meaning “To create a user, you must be authorized.”
Already in touch with Support. Upgrading from Free to Starter did not solved Verification issue and is not giving any new options in Verification Failed message (as suggested in documentation).
So waiting for Support to step up here 
Thank you for the additional context, I hope they get it resolved for you soon!
So, seems this issue with adding Users was related to Account Verification Failure.
As soon as Account was Verified - everything works!
That’s great to know @bmmedia thank you for sharing the resolution to the issue, I’m glad everything is working for you now!
Hi, I am having the same issue. I am wondering how you verified your account?
Hi @BSun3 account verification happens when HubSpot validates the domain you have associated with your account. If they can’t easily identify it (such as with a new company and no website) they would need some other information to verify it.
Does your company domain already have an existing website?
Thanks Jennifer for the reply! This is helpful - we are a new company and still in the process of setting up website so it is not active yet. This is probably why I am experiencing issues.
In the meantime, how can I get this set up? I have tried: removing the domain entirely and inserting a different domain we are associated with, but it hasn’t worked yet.
Thanks
You’re welcome @BSun3 I’m really not sure how you can get it set up if associating the domain isn’t working, does your user email match the domain you’re connecting?
I’m going to share my “two cents” and hope that it helps you figure out the best way forward.
While HubSpot offers free tools and I think they’re incredible (I use them for my personal website), I truly believe if you are serious about your business and wanting to use HubSpot to grow it is 1000% worth the investment in the starter platform.
If you buy one hub, it’s $15/mo/user, but if you subscribe to the platform you get all of the hubs for $15/mo/user, which unlocks so much capability, removes some of the hassle with the free account (which is inevitable to prevent fraud or bad actors), and is an investment in your business’ growth.
It might be an unpopular opinion and there are people that argue that the free version should do more than it does, but if you aren’t willing to invest in your business you have to ask yourself why? why wouldn’t you spend a small amount to have the right tools?
I’m not trying to sell you on HubSpot, there’s no incentive for me to do so, it’s truly just my opinion, which is based on helping so many small business grow better with HubSpot - I’ve seen the proof that the investment is well worth it.
Hi Jennifer,
Definitely, I understand the importance of having an effective system which can sometimes only be accomplished through investing further into it.
Unfortunately, we are hesitant to make this investment since we are not able to create users at all in our system which doesn’t make sense. Our user email does not match the domain, but I don’t think this should affect it? Any further help would be appreciated.
Thanks,
Brandon
@BSun9 I can confirm that if your user emails don’t match the domain, that will cause a verification issue. If you can set your initial user up to have the matching email for the domain, it should complete the verification process and allow you to add the other users, regardless of their email domain.