Stuck in identity verification loop — account review never completes

Getting Started
1

Hi, I’m stuck in an identity verification / account review loop and can’t unlock core features in my HubSpot account.

When I click “Give more user information” from Users & Teams, I complete the full verification flow:

  • photo ID
  • face verification

Both steps are accepted, but when I return to HubSpot the same message still appears saying:

“Features like calling, emails, forms, URL shortening, CTAs, and CMS are unavailable. Please let us know more about your business to have the features enabled.”

I’m then prompted to click “Give more user information” again, which restarts the same verification process from the beginning.

Because of this, I can’t use Forms and other blocked features.

Has anyone seen this before, and is there a way to get the account review manually completed?

Thanks.

3

Hi there @SupporterBoard,

Thank you for posting to the Community!

Can you please try to clear your cache / incognito window?

Let me know if you are still seeing the issue after trying that :slight_smile:

Cassie, Community Manager

1 Like
4

Hi @SupporterBoard,

This is a known trust/safety verification loop, HubSpot uses Nametag as its identity verification partner, and once you submit your ID, it should complete automatically within a few minutes; if accepted, access is restored, but if it’s not approved, the affected tools stay locked as a security measure.

The fact that it keeps looping back to “give more information” instead of clearing or hard-failing suggests either a processing delay or a mismatch between your submitted ID and account details (name, business info, domain) rather than a simple bug.

Since HubSpot currently doesn’t offer remediation for free accounts once a verification is rejected, this isn’t something the community can resolve directly. Best step: contact HubSpot Support directly (in-app Help widget → Contact Support) and ask them to check the actual verification status on the backend they can see whether it’s stuck pending or was rejected, which isn’t visible from your end. If you’re on a paid plan, mention that explicitly, since remediation options may differ from free accounts.

5

Thanks everyone. I’ve managed to sort this by using my laptop instead of my PC. For some reason it was happier with my laptop!