Stuck in a 2FA loop trying to remove myself from a deactivated partner company portal

Smart CRM & Sales Hub Account & Settings
1

Hello HubSpot Team,

I am experiencing a security loop when trying to remove my email from an old, inactive partner portal for a company where I worked as a Digital Marketing student in Germany.

Here are the details:

- My registered email: [email]

- Old partner portal to be removed from: SKEI-Center GmbH ( permanently closed ), and there is therefore no active Super Admin to manage assigned users.

The problem: when I log in, switch to the SKEI account, and go to the Security option to select “Remove myself from this account,” the system prompts for my 6-digit code from an authentication app. When I enter the correct code and click on the option “Delete this user,” nothing happens, and it returns me to a window asking for a 2FA code.

I already created my own personal / business account under the same email address (email), but now I need to sever the link to the old SKEI-Center portal completely. Since the self-removal tool is looping, could an internal administrator please manually remove my assigned email listed above from the SKEI Center GmbH portal?

Thank you for your assistance!

Moderator note: The HubSpot Community is a public space. I have therefore edited your content for security & confidentiality reasons.

3

Hi @Vujo1981 and welcome to the HubSpot Community!

I understand that you can log in and access the old portal. The problem occurs during self-removal after authentication. Please let me know if that’s not the case.

The best next step in that case is to submit the form at the bottom of this article so we can investigate this securely. Please include:

  • The email address associated with the affected user

  • The SKEI-Center GmbH Hub ID or portal ID

  • A screenshot or screen recording of the loop

  • The browser and device you are using

  • Confirmation that the company has permanently closed and that no active Super Admin is available

  • A link to this Community topic for reference

For your security, please do not send your password, authentication codes, or backup codes.

Our team will then review the issue and determine the appropriate next step for removing your user access from the inactive portal. Removing your access from that portal will not delete your current HubSpot user account or your active personal/business account.

Please let me know if you have additional questions.

Thanks,

Bérangère

4

Thank you @Berangere

I have followed the link you provided in your reply and at the bottom I added all the data you asked for, except for a screenshot of the loop, because there is no option to upload it in the submission form. When my 2FA was activated, I could not remove myself as an assigned user after entering a 6-digit code. Now I have disabled 2FA, and I still am not in a position to remove myself. When I click under Profile & Preferences - Security - Remove me from this account, nothing happens!

Anyway, I have now sent you all the data you asked for through a link you provided me in your reply.

6

Hi @Vujo1981 and thank you for submitting the requested information. No problem that the form did not provide an option to attach a screenshot, you can send it to me via DM and I’ll attach it to your ticket.

I can confirm that your request has been received by our Support team and will be reviewed soon. The team will be able to investigate this as a problem with removing your user access from the inactive SKEI-Center GmbH account rather than as a 2FA issue, thanks for trying this.

Please keep an eye on your email for updates from the Support team and let us know if you have additional questions in the meantime.

Also, I’d love to hear from our Top Experts: Hi @danmoyle, @Josh and @TomM2 have you ever experienced this, please? If you did, any ideas on what could be blocking here?

Thanks so much and have a wonderful weekend!

Bérangère

7

Thank you very much, yes, indeed. At first, I thought it might be an issue with the 2FA I had set up under my security settings, but when I removed it and tried to remove myself from the SKEI company account again, I was only able to click on “Remove user,” but nothing happened after several clicks on the button. So now there is definitely no issue with my 2FA; it is now, as you said, a problem with removing me as an assigned user from the inactive SKEI account.

Once again, thank you for your support & I hope you will manage to remove me internally so I can use only my new account under my origin mail address.

Best regards