Hubspot login - always asking to re-login

[AVickers]

Hello

We use Hubspot sales free version integrated with office 365 outlook

Hubspot has just this week started asking users to re-login multiple times each day

Up until last week, we would only need to refresh our login  details maybe once a month

[LHarman]

My colleague seems to have 'face login' he said it just appeared. How do you set this up??

[NRoeder]

Same problem. Support is 0 help. We also use procore and they have no issue with their program. How has this not been fixed yet... 

[thorbjornl]

I just wanted to let you all know that I might have found a solution to the problem - at least for us it was two things that made the difference:

1) Clearing the cookies in Chrome (or whatever browser you're using):

Chome > Settings > Reset settings > Restore settings to their original defaults > Reset settings

2) Uninstalling all other versions of Hubspot that might have been installed on the user's PC. In my case the people having this issue all had the "Hubspot Sales Addin for Outlook" installed seperately as well as the O365 addin, which presumely caused interferences with other. The issue was resolved by simply uninstalling the plugin from "Add or remove programs"

[aedwards80]

In my case regarding this same problem in Gmail, support looked at it and
told me it's just working as designed. I suspect that's the case with
Outlook too and they just haven't fully yet understood what is being asked
here. I had to send a screengrab video of the problem to get the idea
across.

[Nonotmet]

they understand, they arebecoming like saleforce CRM, do not care.

[kennedyp]

Hi all! Thank you so much for your contributions to this post. This is a common issue for users and I can absolutely understand how frustrating this behavior is.

This post has been marked as a solution to pin it to the top of the post. We understand that this is an ongoing issue. 

Here are some suggestions from the Product Team: 

There are two main ways that you can get logged out of the O365 add-in:

• Cookie expiration (28 days for email/password login, different for SSO logins but most customers do 24 hours, and many SSO providers force a log out after 24 hours)
• Inactive session (used to be a max of 24 hours before you logged out, but now it can be up to 72 hours. This is a recent update from HubSpot)

What you can ask your users to do:

1. If they are using SSO, ask their IT team what the cookie expiration policy is. If it's 24 hours then that could be one potential cause. A lot of times the SSO cookie will force logout after 24 hours.
2. Check their inactive session timeout time in HubSpot and change it to 3 days. It means that users who use it on Friday will not be logged out over the weekend.

Best,

Kennedy

[kennedyp · Accepted solution]

Hi all! Thank you for your continued patience and feedback regarding the add-in behavior. 

Great news! The HubSpot team has released a product update: Sales Extensions: "Remember Me" for SSO logins

The "Remember Me" checkbox is now available for all login types through the sales extension, including single sign-on (SSO) logins. By checking this box, users can stay logged in for up to 28 days, reducing the need for frequent logins.

You can read more about the update here.

If you continue to have login issues after utilizing this new feature and following these troubleshooting steps, please fill out this feedback form. Please be advised this is to collect information about the behavior and will not result in 1:1 troubleshooting. 

Best,

Kennedy

[Hvitravnur]

I have this issue with th eOutlook extension; is there a solution for it as well?

[Madsblom]

Thanks for actually replying. I've changed to 3 days now, and I hope it can help a little bit on my problem. I also filled out the form, as it's still a problem.

[aedwards80]

Gotta say I don't love the soft pedalling, gas-lighty nature of the responses from the support team here. "I'm sorry you're having trouble? What browser are you using? How do you access Hubspot?". Can I make a suggestion for the support team? Let's stop blowing smoke up everyone's **bleep**. This is a widespread, ongoing problem that is making your service nearly unusable. It's not the settings. It's not the browsers. It's Hubspot. 

[OllieS]

We have had this problem for a long time now. Despite the fact our inactivity is set to 3 days, we are seeing instances where it is logging out after only a few minutes!! We've had ongoing tickets for MONTHS for this and have seen no progress on this - every time we just get told to check the Internet Options settings, etc., which we've done. This tool is one of the prime reasons we chose HubSpot over others, yet it is crippling the effectiveness of the CRM for us.

[aedwards80]

I like Hubspot but this single issue along with the fact that it looks like they're not here taking care of it is about to lose them a customer. Ironically, I had to do their **bleep** CAPTCHA three times just to leave this comment. What utter bull**bleep**. 

[Tntony]

Is this getting any attention from Hubspot? I have to log in every single day for the past year (i think it wasn't so attention-grabbing prior). And once in awhile Hubspot gets special and self-important it asks for SMS OTP (which sometimes I cannot get due to my network being overseas) - and have to use back-up codes. Just waste of time. Even 30 seconds every day ... it adds up

[JAaron0]

I understand what a challenge this is for people experiencing the problem. I can’t tell if this is getting any attention, but it got worse last week and now seems a little better this week for us. It’s odd. Some days we have to login multiple times, other days just once or twice. It’s not only a big problem, the behavior seems totally inconsistent.

Very frustrating!

[FrankTT]

We are connected to our M365/Email, but not SSO. Same issue with the Outlook plugin. I sign-in through the web browser to access Hubspot in regular screen (Chrome) - but the Outlook app cannot get the session authentication (perhaps using Edge or a native, non-browser-app) and we have to log-in a second time. Every day. Times 10 users. Annyoing for all of us. Please prioritize!

[Madsblom]

Please, can this be fixed? It's still a problem, everytime I open my Outlook App I need to login to log everything. Even though I press "remember me"

[bizarrochris]

Same issue here. As discribed several times above, this leads to people actively ignoring hubspot in their e-mail flows which is uber critical for business success. Please try to find a fix!

[thorbjornl]

I had the exact same issue. The Microsoft SSO / Two-factor-login function seems to be bugged. A solution I found was to instead use standard login with e-mail + password and remember to tick the box "Remember me".

[HBinde]

Absurd that this issue has not been fixed or really even acknowledged yet... Unfortunately seems to be another example of HubSpot simply ignoring feedback as they clearly have the bandwidth to take projects like this on given the slew recent overhauls they've done. For us this might end up being the straw that breaks the camels back... how do I explain to our team that works tirelessly to solve issues everyday that we can't fix a simple login issue like this.

[JAaron0]

Please let me know if you do see any reasonable solution. It is so counterproductive to the sales process and provides our entire sales team an excuse for the lack of rigor we are trying to instill to capture all communication in HubSpot. Uber frustrating! It's especially annoying that you both have to be challenged for SSO both in the webapp and the Outlook Add-In multiple times a day. It causes many emails not to be logged as activities and creates an incomplete record on many deals and opportunities. WOW!

I hope someone at HubSpot will take this issue seriously.