Locked out completely due to billing issue for 3 days

[CClemens6]

Good morning everyone,

Our troubles with HubSpot began in October of last year. We were approaching our renewal in December and were reviewing what to add or remove from our plan since we weren’t utilizing certain features. Unfortunately, our Director missed the initial quote, and it expired. No big deal, we thought—we had plenty of time to request a new quote and renew.

That’s when the problems started. We received no response from anyone for an entire month. When we finally did, we were unexpectedly upgraded to Enterprise—something we never requested. We immediately reached out to correct this and request our original quote, but once again, complete silence.

Our contract date came and went with no communication from HubSpot. A full month after our contract had expired, we finally received a response stating, “We cannot change a contract during said contract.” What? We hadn’t even signed anything.

At this point, our Director, not wanting further conflict, reluctantly renewed at the Enterprise level—costing us $20,000. Payment was made via EFC.

Fast forward to this week: Monday morning, I come in to find that we are completely locked out of HubSpot. I immediately confirmed with accounting that payment had been processed and reached out for assistance. No response.

It has now been three full days without access to our CRM—meaning zero production and no way to track client communication. If any of our clients have reached out, we have no idea.

Has anyone else experienced this level of service? Any advice on how to escalate this?

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[BérangèreL]

Hi @CClemens6,

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

I'd like to thank you for sharing your valuable feedback! This means a lot to us.

I have shared it internally to bring more visibility to it.

You can also contact our Billing Team at "billing@hubspot.com" or submit the form at the bottom of this page "Log in to HubSpot".

Please let me know if there is anything else I can help with.

Best,
Bérangère

[CClemens6]

I have sent documentation proving payment and receipt of payment as i finally started getting responses today, 4 days later, but we are still locked out. We are a non profit dealing with at risk youth. Not being able to access client information for this amount of time could have dire consequenses.

[CClemens6]

I am on slack

[SJeremias]

I am so sorry for your woes..here is a # if it helps to call.

did you reach out to your CSM?  

IF it makes you feel better we were locked out too recently for 1/2 a day.

[CClemens6]

Multiple times without response. The info i am getting is the account is active but currently there is an outstanding payment, so we are delinquent, yet paid through bank transfer and they say our subscription is still active and working. I was told I had to email billing. I have heard and read that there have been a bunch of issues like that going around. The company we use for development recently canceled their subscription over a very similar billing issue when they couldn't get a response out of them.

I'm very frustrated. 3 days locked out is a huge issue.

[SJeremias]

definitely agree.
i would call the president. complain to the very top to get someone to help
you. hit up Dharmesh on Linked in.
are you on slack/sprockeeter at all? there are many channels that are
monitored.

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