Question - invitation link

[YLazar5]

Hi everyone,

I'm Yasmin 🖐

Yesterday, I sent an invitation link to one of our employees to join our HubSpot account, but it looks like there was an issue with the setup. He mentioned that after using the link, 'it seems HubSpot opened a new account. I can't see that I'm part of a team or any information at all.'

It seems that instead of adding him to our existing team account, HubSpot might have accidentally created a brand new, empty account for him. Has anyone else encountered this issue before?

Is there something specific we should check or a way to ensure he’s properly added to our team account and can see all the shared information? Any help or advice would be appreciated!

[karstenkoehler · Accepted solution]

Hi @YLazar5,

Generally HubSpot guides new users strongly through the invitation process. Are you sure they're definitely in a separate portal and it does not just look like a different portal because of their limited permissions?

If they did open an additional account, they should be able to switch easily by following these steps: https://knowledge.hubspot.com/account-management/manage-multiple-hubspot-accounts

They can delete their accidentally created account by following these steps: https://knowledge.hubspot.com/account/how-do-i-cancel-my-hubspot-account

Make 100% sure that they are not a super admin ( = do not have permissions to delete your actual account) and that they're not accidentally deleting the actual account.

Under Settings > Users & Teams you can check whether they accepted the invite and resend, if needed.

Best regards!