Hello,
I am experiencing an issue with HubSpot identity verification.
My HubSpot account has been deactivated, and I have been asked to verify my identity through Persona.
I am currently located in Australia, but my only government-issued identification document is a Chinese passport.
When I select Australia as the issuing country, Persona displays several document types, including Passport, Driver License, National ID, and others. However, I do not hold any Australian-issued identification documents, so none of these options are applicable to my situation.
When I select China as the issuing country, no document options appear at all. There is no Passport option available for China, which means I cannot use my Chinese passport to complete the identity verification process.
As a result, I am unable to complete the verification and cannot access HubSpot Academy.
Has anyone experienced this issue before?
Could a HubSpot team member please confirm whether this is a configuration issue and advise how I can complete identity verification using my valid Chinese passport?
Thank you very much.
Hey @huazewenqin,
Welcome to the Community!
Sorry to hear you’re hitting this current roadblock with your account. Are you able to confirm if you’ve submitted the form found at the bottom of this KB article here if you’re still running into issues?
I also looked into the User Account that is associated with the email used for this Community Profile, and found that you had a successful login after posting this. However, if you’re still running into any issues there, please feel free to reach back out and I’ll gladly assist from there!
Sam, Community Manager
Hi @huazewenqin , this looks like a Persona configuration gap rather than something fixable on your end, try selecting China but look for ‘ID Card’ instead of Passport, or try a different browser. If nothing valid appears, skip the community and open a ticket directly with HubSpot Support they can manually review and verify you. Worth flagging clearly since others are likely hitting the same issue.
Hi Sam,
Thank you very much for your reply.
Yes, I have now submitted the recovery form from the Knowledge Base article as you suggested.
At the moment, the issue is still the same. I can successfully log in to my HubSpot user account and access my profile, but my HubSpot portal is still inactive, so I cannot access HubSpot Academy.
The main issue is that during the identity verification process, Persona does not display any document options when I select China as the issuing country, so I cannot use my valid Chinese passport to complete the verification.
I have also contacted Nametag regarding this issue.
Thank you again for your assistance. I appreciate your help and will wait for your update.
Thank you for your suggestion! I really appreciate you taking the time to help.
I have now contacted HubSpot Support and also submitted the recovery form. Hopefully I’ll hear back from them soon.
Thank you for your advice!
I tried different browsers, but the issue is the same. I have now submitted the recovery form and contacted HubSpot Support. Hopefully they can look into the Persona configuration.
Thank you for your suggestion!
I also tried a different browser, but unfortunately the same issue remains. Hopefully HubSpot can investigate whether it’s related to the current Persona configuration.
Hey @huazewenqin,
Thanks for keeping us updated! Working through your open support ticket may likely the best route forward. If you’re comfortable doing so, sharing the resolution here later would be a huge help to others facing a similar issue!
Thanks!
Sam, Community Manager
"My support ticket was submitted under michelle@oasisfurnihome.com (Hub ID available in the ticket) if the team needs to locate it.