Unable to verify business email account - blocked for 2 weeks

[CR78]

Hi everyone,

I’m a freelance recruiter, currently setting up my own CRM workflow in HubSpot so I can manage recruitment & selection assignments myself. That’s why I signed up with my business email address two weeks ago.

During registration, I was asked to verify my identity. I uploaded the required documents (copy of my ID and a selfie) and was told the process would be completed within 3 business days. However, it’s now been more than two weeks and I am still unable to access my account.

When I log in with my business email, I only see a notification that my account is blocked. I can’t restart the verification process because it shows as “already in progress.” A ticket was opened for me, and in that ticket I was referred to Nametag support at help@getnametag.com. But every email I send to that address bounces back with “address not found / cannot receive mail.”

So at this point:

• I followed the process exactly as instructed.

• Verification should have taken 3 business days.

• I’ve been blocked for over 2 weeks.

• The support address I was given for Nametag does not exist.

• HubSpot keeps pointing me back to an external provider I cannot reach.

To make some progress, I created a HubSpot account using my personal email address instead of my business email (also to be able to post this) — and that worked immediately without any issue. But this also means I can’t add my business email as an alias, because it’s still tied to the blocked account I can’t log into.

👉 Has anyone experienced this, or does anyone know how I can get my business email account released? Right now, it’s impossible for me to use HubSpot for my business setup, even though I’ve done everything by the book.

Thanks in advance for your help!

Best, Clariva

[chighsmith]

Hi @CR78,

Thank you for posting to the Community! 

I understand that you are unable to verify your business email in order to login to your Hubspot account. 

Can you please provide a screenshot of where you are seeing that the account is blocked as well as where it says that the verification process is "already in progress"?

In addition to this, can you confirm that you are seeing the same messaging across an incognito window as well? Here are steps.

If that doesn't work, can you please fill out the form listed at the bottom of this Knowledge Base? This will flag the Hubspot Support team and they will respond within 24 hours with next steps.

Cassie, Community Manager

[Jagadeswara]

You can add or invite a business mail as a team member.

[CR78]

No, I can't. Since my business email is registred to the account that has been blocked, I get the notification to delete that email first. Which I can't because I can't access the account. 

[chighsmith]

Hi @CR78,

Thank you for reaching back out!

Were you able to fill out the form in this Knowledge Base? This will start a email thread with our Support team and they will be able to provide next steps from there! 

Cassie, Community Manager