User cannot login

[LPCarney]

Hi All

We have just moved to Hubspot, everyone else is having no issues, but one of our users cannot login to Hubspot.  Every time he follows the same login process as the rest of us, it takes him to the same default Hubspot screen as the rest of us then the screen suddenly refreshes and takes him back to the login page.

We have tried clearing his cache but still the same issue.

Has anyone else come across this?  Also how does he contact Hubspot support direct if he cannot log in?

[workbird]

I am logining as a super admin through basic username and password, but previously I had enabled 2FA, which I lost my device. Somehow I am able to logged through 2FA security code and I want to disable this 2FA, but it find not enabled as well, but when I try to login through different website it is asking 

Check the HubSpot mobile app for a login prompt

I don't want to do additional Id verification process. and I am on free version so not even have support help option. What should I do ?

[LPCarney]

Now he is finding that if he tries multiple times it eventually lets him get in without the page refreshing and kicking him out, but is there a way to stop that from being neccesary

[karstenkoehler · Accepted solution]

Hi @LPCarney,

In scenarios like these, you can also log a ticket with support on behalf of this user – and share screenshots, details, steps taken. HubSpot support will of course still help, even if the ticket is not logged by the person who has the issues.

Besides clearing cache/cookies, has this user tried another device, another browser, in a private tab, making sure there are no extensions running?

Best regards