New quotes showing wrong amount of marketing contacts

Developer Support
1

Hi,

I have reached out several times regarding an error on our current quote. Emailed, called everything and still no update.

The quote I recently received from you all currently charges us for 3,000 marketing contacts. However, we only have 1,800 marketing contacts. Please update the quote to reflect this. The monthly total should decrease by $50. I have been trying to get a hold of someone about this for months.

2

@KatherineHahn286 Hey, welcome to the community forums. The team you need to speak to can’t be reached through this medium, so I hope the info below can be of help.

If your contract specified 3,000 marketing contacts for the duration of your contract period, or you temporarily reached this number earlier and triggered a new contact tier, you’re not able to downgrade this until the next renewal date. Learn more here: Understand marketing contacts billing

As you mentioned, you have been in touch through different means, though if you’ve tried reaching out to the sales rep who helped sign you up for HubSpot they sometimes have difficulty getting the message across internally to the correct team and you should explore any of the options below:

  • You can reach out to the billing team using the email: billing@hubspot.com
  • Chat or sending through the inbox from inside your HubSpot portal. This should put you in touch with HubSpot Support who can escalate your conversation to the billing department if you need further support.

Screenshot 2026-07-29 at 15.48.47
Screenshot 2026-07-29 at 15.48.47669×802 87.4 KB

If you are close to your renewal period you can review the Account Billing settings (log in to portal > Click your portal name > Account & Billing in the dropdown) there is a button for Manage subscriptions that takes you through to another area to Manage renewal and book time directly with a renewal manager to discuss the contract.

I hope this helps!

4

Hey @KatherineHahn286,

Welcome to the community! :waving_hand:

Thanks for reaching out! I completely understand where you’re coming from here. I checked our system, and it looks like your ticket was replied to shortly after you submitted it today. I’ve also pinged the rep to make sure they’re aware you’ve reached out here as well and to note your urgency the matter. Replying directly on that ticket thread will be the fastest way to keep working with the team to get this resolved.

I appreciate your patience there and hope this gets you pointed in the right direction!

Best,

Sam, Community Manager