HubSpot sent me an email on 7/19/26, saying that my account was going to be deactivated due to inactivity. I logged in that same day and had to change my password in the process. However, I got another email on 7/25/26, saying my account was going to be deactivated on 7/26/26. But when I tried to log in again today, it had already been deactivated.
I did what you asked me to do and you deactivated my account anyway. I hope it can be restored, since it hasn’t been 90 days. But I don’t really have any confidence in that right now, since HubSpot doesn’t appear to be adhering to the things they say in their own emails.
If you require people to do more than log in and change a password, you should say that in your emails to avoid wasting the time of your users and your technical support team.
And while I’m in the process of complaining, let me add that the process for posting this comment is absurdly inefficient. In order to post this, I had to wade through and select from a bunch of categories that had nothing to do with this topic. There wasn’t one for technical support, so I just picked “Getting Started” to avoid wasting anymore time of this than I already have. This is kind of shocking to me that a software company with your reputation would be this bad at user interfaces.
Hi @RayEl and thank you for sharing your experience with the HubSpot Community and for detailing the steps you took. I can see how this would feel frustrating, especially after logging in and updating your password as requested.
For information, you have 90 days to recover your account, here is the article about it: Recover your inactive HubSpot account . Given the timeframe that you shared, you should be able to recover it.
So, to recover your account, please submit this form and help will be on the way.
Did you create several accounts in the past, please?
Also, could you please check if the Hub ID in the reactivation email you received is the same as the ID of the account you tried logging into?
I also appreciate your feedback about the clarity of our emails and the community posting experience. I’ll make sure these points are passed along to the right teams as we work to improve both communication and our user interface.
I’ve moved your post to the appropriate board for information.
Looking forward to helping you get this sorted out.
Please let me know if there is anything else I can help you with, I’d be glad to do so.
Hi @RayEl, Frustrating, and you’re right that logging in should have reset the inactivity clock, so this looks like a system side timing or tracking bug, not something you did wrong. Since it’s within 90 days, this should be recoverable, but it needs HubSpot Support directly to manually reactivate and check why your login on 7/19 didn’t register against the deactivation warning. I’d reply with your exact timeline (logged in 7/19, second warning 7/25, deactivated 7/26) since that specific sequence is the strongest evidence something broke on their end rather than yours.
Hi @RayEl
I can understand why this would be frustrating, especially after taking the action mentioned in the email and then finding the account was still deactivated.
A couple of things that may help clarify what happened:
When you logged in and changed your password, did you receive any confirmation that the account was fully reactivated or that the inactivity requirement had been satisfied?
Was the login performed using the same email address associated with the HubSpot account?
Was the account connected to any specific HubSpot products or portals that may have separate access requirements?
It may be worth reaching out to HubSpot Support with the original deactivation email and the dates you completed the requested steps so they can review the account history.
Hopefully they can clarify what triggered the deactivation and whether the account can be restored.
UPDATE: They were able to restore the account, but they sidestepped my questions as to why it was deactivated in the first place. I was able to log in and download my contact list. I have no choice but to use them for an upcoming event, but I will also be looking for a replacement service that doesn’t tell me one thing and proceed to do another without any explanations.
Really glad to hear they were able to restore your account and that you could access your contact list in time for your event!
Totally understand the frustration around not getting a clear explanation; that’s a fair thing to want answered. If you reply directly to your existing support ticket thread, that’ll reopen the case and give our team the opportunity to look into why the deactivation happened in the first place and get you a proper answer.