Unable to verify identity for China and cannot access Hub ID

Smart CRM & Sales Hub Account & Settings
1

Hello HubSpot Community,

I created a new HubSpot account, but it was suspended immediately during the registration / first login process. I have never successfully accessed the HubSpot portal.

HubSpot asked me to verify my identity through Persona. I am a Chinese citizen and hold a valid Chinese passport and Chinese National ID card.

However, when I select China as the issuing country in Persona, the “Choose which ID to verify” page shows no available document types. There is no Passport, National ID, or other option, so I cannot proceed with identity verification.

I also tried to use the HubSpot Account Recovery Form, but the form requires a Hub ID. Since my account was suspended before I ever successfully entered the HubSpot portal, I do not know my Hub ID and cannot complete the recovery form.

Could a HubSpot Community Manager please help escalate this issue to the appropriate account recovery or support team?

I am willing to provide my valid Chinese passport or other required information through an official verification process.

Thank you.

3

Hi @sangsha and welcome, we are delighted to have you here!

Thanks for posting on the HubSpot Community and thanks for sharing these details!

I understand that during the Persona verification, there is no document options for China issued IDs. Also you don’t know your Hub ID. Please let me know if that’s not the case.

Let me check internally to see if there are any other options.

Thanks for your patience,

Bérangère

5

Hi @sangsha, I hope that you are well!

I sent you a DM about this yesterday, please let me know if you have any questions.

Thanks and have a lovely day!

Bérangère