All access disappeared after we bought marketing contacts

[SRing]

Hi

We have used hubspot free versions to answer incoming emails from customers for years. And last week we tried buying marketing contacts which was not a good services for us so we terminated it. 

Today nobody can answer our incoming messages anymore except one person. 

What can we do so everyone can get access to the inbox again? URGENT!

[Lucila-Andimol · Accepted solution]

Yes free tool

will still have 5 free users

you can check it out in the pricing page here.

After the downgrade this should be available again (at the begining of the new period)

if you are not seing this available again

you might need to contact HubSpot support.

[Lucila-Andimol]

Hey @SRing 

so in the new seats model,

for the Marketing Hub

only paid core seats can administrate content in the portal.

If they are free users, this means they are view only.

So, only paid seat 'd have the ability to access inbox and respond incoming chats/emails/messages.

You can talk to the sales team if you need more paid users,

but nothing we can do here for you.

Hope this helps.

[SRing]

But 5 free seats are included in the free version? Will we get these back now when we do not gonna use the subscription anymore?

How can we can those seat back? Do we need to download every data, delete the account and create a new one? 

We have had the free version for years and had no problem. The problem started when we wanted to try a payed version, which did not give us the results we was looking for. 

[Lucila-Andimol · Accepted solution]

Yes free tool

will still have 5 free users

you can check it out in the pricing page here.

After the downgrade this should be available again (at the begining of the new period)

if you are not seing this available again

you might need to contact HubSpot support.

[SRing]

Okey so after the date 29 of june when the subscripion is ended the 5 seats should appear again? As we had before?

[karstenkoehler · Accepted solution]

@SRing Yes they should - I was under the impression that the subscription was already over.

[SRing]

Okey understand. Do you know how long it will take until the community team have fixed the bug? Usually we have 3 people answering the inbox but now we only have one 😕 

[karstenkoehler]

@SRing the community team can't fix this themselves, they would pass this on to technical support or the product team. I'd recommend assuming the worst, which means a few days.

[SRing]

Okey I see. I wanna thank you for all the help and support! Great Service Karsten! Thank you 🙂 

[karstenkoehler]

Hi @SRing,

That's a bit unusual - the marketing products aren't directly tied to incoming emails. Let's try to get to the bottom of this.

It sounds like you're referring conversations inboxes. Have you (or a super admin in your portal) reviewed the inbox permissions (access tab)? https://knowledge.hubspot.com/inbox/set-up-the-conversations-inbox#set-up-the-default-inbox

Best regards

[SRing]

Yes and everyone except one person got "view only". That problem has never been before. And the superadmin can not give access to anybody because of "only one core seat". 

We had no problem yesterday, this came today. And I have no idea how to solve it. 

[karstenkoehler]

@SRing it sounds like you may have automatically been moved to HubSpot's new seat model: https://knowledge.hubspot.com/account-management/manage-seats

This may be a bug where the five free seats were removed upon upgrade but not given back after the downgrade. @CommunityTeam, could you forward this to the team working on seats to check whether this is expected behavior?

[SRing]

Thank you for quick reply. So should I just wait now until the community team get back to me? 
Or could I get the 5 free seats back myself?

[karstenkoehler]

@SRing I don't see how you would do that, unfortunately. If the user interface or the user management (Settings > Users and teams) gives you any options, feel free to share a screenshot or try the presented options. From what you've shared however it sounds like this may be a bug in which case you can't do anything to change the behavior.