Hubspot login - always asking to re-login

[cec3]

Hi, i'm having this same issue, reported it to support and they gave me the usual bs that because im a free account they cannot provide support to this. Could you kindly let me know how i can sort this out. i have a 2fa, use mac chrome, and just feels unusual to need to be doing this login every day or two. thank you

[LGreen]

Hi Community 

We're having the same issue across our whole team - with a paid account.

Both when logging into the browser (either Edge or Chrome, and can see the cookies in privacy section) or via the Outlook plugin.

Really annoying, and should just work...

[Jeroen_FS]

@kvlschaefer me and my team are having the same issue. We have to login via outlook and browser on a daily basis, even though we have the 'remember this device' box checked. Awfully anoying so hopefully you can help us.

[djkgamc]

I have to log in to Hubspot literally every **bleep**ing time I open a tab

[BérangèreL]

Hi @cec3 and @djkgamc,

Thank you for reaching out to the Community!

I'm sorry to hear about your experiences regarding this.

I would like to apologize for the frustration, data issues, and business impact this has caused.

For information, if a user clicks "Remember me", then the cookie will last for 28 days.
Otherwise, it will last until the user closes the browser.

Have you tried to bookmark a page in HubSpot, then close the tab then reopen the bookmark? Do you have to log back in in such case?

When testing, if I go to hubspot.com and click "login", it will take me to the login page, but if I click one of my bookmarks to HubSpot I will not need to log in.

I would recommend using the bookmark route as it should prevent you from taking extra steps as well by going to hubspot.com and having to click "log in" at the top.

If this doesn't help and the "remember me" option is still showing the same behavior, please let me know and I'll be happy to investigate this further for you.

Thank you and have a good day.

Best,
Bérangère

[djkgamc]

Ah yeah lmao it's the login button thanks (Come on Hubspot you can do this)

[cec3]

"I've not continued using Hubspot as much because of this, so could not tell you if the issue is fully still there or not, but it likley is still there, as I did put up with this for months after raising the issue." This is basic functionality, and not really looking to chase this for another year.. Many other platforms offer similar service with their own pros and cons, but not the issue of having to login every 2 days!

[BérangèreL]

Hi @cec3,

Thank you for getting back to me.

I understand how this can be frustrating and I am going to chech this for you.

Can you please send me your Hub ID via private message so that I can investigate what's happening here?

Thank you.

Best,
Bérangère

[SHawking]

@BérangèreL Am I able to send you mine also to look into?

[BérangèreL]

Hi @SHawking, @djkgamc, @cec3,

I hope that you are well!

Can you please send me your hub ID via private message so that I can look into this for you?

Thanks a lot!

Best,
Bérangère

[cec3]

whats your email?

[BérangèreL]

Hi @cec3 and all,

While I understand this is frustrating, these cases can be tricky to resolve because they depend on individual browser environments and settings.

Therefore, I need to run some tests and check some settings with you to remove some of the potential causes for this behavior.

HubSpot recognizes users with the help of a cookie that is placed in the user's browser. If it can find this cookie, it will not challenge the user to confirm their login again. 

Therefore, can you please check if third-party cookies are enabled in your browser?

In Chrome, you'll need to do the following:

- Click the 3 dots in the top right hand corner

- Click on Settings

- Click on Privacy and Settings

- Click on Third Party Cookies

- Scrolled down the page to Allowed to use third-party cookies and add "www.hubspot.com"

If this still doesn't help, you can either send me a private message to the Community Member "BérangèreL" (see below), or you can email me at "community@hubspot.com" with your Hub ID so that I can check in our internal tools and see why this is happening.



Thank you for your understanding, cooperation and patience.

Best,
Bérangère

[cec3]

could you send me your email so that I can communicate any private/confidental information with you separately, as is custom in these cases. i've asked you that already once to which you did not reply with your email but rather you have replied in a relatively generic way..

[BérangèreL]

Hi @cec3,

Thank you for your message.

I am trying to help you the best I can.

In my message above, I have included the email address where you can send me your Hub ID.

Here it is again: "community@hubspot.com".

Thank you.

Best,
Bérangère

[kvlschaefer]

Hi @cec3,

Thanks for reaching out. 

I can see in this article "Set up single sign-on (SSO)" that if you click "Remember me", you only have to do 2FA if you are on a new device or after 6 months.

Can you confirm that this is not the case for you, please?

- How often does the 2FA is being prompted?
- After which actions do you usually get the 2FA?
- Have you cleared the cache?
- Or were you on a different browser?
- Are other users experiencing this as well?
- Since when do you have this issue please?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

Thank you,

Kristen

[cec3]

Thanks for  your response, yes I'm aware of the expected funcionality from clicking Remember Me. I raised the ticket because one does come to have some expectations as to what a login/logout timeframe generally is for similar platforms, and Hubspot's was just not up to par. Likely a bug, I know!

I have not cleared the cache or done any of the obvious things that one one try to tackle as a low hangin fruit. Have i turned the computer on and off, yes i have.

This issue im having is that every couple of days as i came back to hubspot it was asking me for a password again, rather than rememering me. I raised this issue 6 months ago, with no useful help from Hubspot, other than to say I need to pay to go to premium if i want to receive any decent help.

I've not continued using Hubspot as much because of this, so could not tell you if the issue is fully still there or not, but it likley is still there, as I did put up with this for months after raising the issue.

[cec3]

issue is not the 2FA, the 2fa is working as it should, the issue is that the remember me is only lasting 1-2 days before its prompting me again for a username and password

ive used hubspot for a while so i have a feeling of roughly how long it used to take before i was prompted for entering credentials again (or in exceptions like system update etc), but its stragne that in the course of normal day to day use i need to login every day or two.

[SHawking]

We're having the same issues @kvlschaefer