Why can’t I mix Free and Paid Users in HubSpot and how to fix it?

[SSingh9486]

The problem is that I was activating a user, so our free version got expired, and I made the payment for the new user. I'm not able to have two users on the free version and the additional user on the paid version. I've been reversed back to all three users on the paid version. I am not able to retrieve my free two users options. Why it is so and how to solve it

[karstenkoehler · Accepted solution]

Hi @SSingh9486,

As a customer, you are either on the free plan (with two included users that have edit access within the limitations of the free tier) or you are on the Starter plan (where each user is subject to either a view-only or paid editing seat).

As far as I know, you can't carry your two free users from the free tier into a paid plan and have +2 extra free users along with your paid users. That's (unfortunately) not how it works.

All users on the Starter tier require a paid seat to be able to have editing access in the tool, as far as I know.

(Don't shoot the messenger.)

Best regards

[coalorefashion7]

Thanks for sharing this. It would be helpful if HubSpot allowed a clearer way to keep free users alongside paid ones without losing access.

[BérangèreL]

Hi @genuinecherry13 and @coalorefashion7 and thanks for sharing your thoughts!
 

I’ve shared your feedback with our team.
 

Wishing you a great day!
Bérangère

[genuinecherry13]

That sounds frustrating. It would be great if HubSpot allowed mixing free and paid users under one account or provided a clearer way to manage this.

[karstenkoehler · Accepted solution]

Hi @SSingh9486,

As a customer, you are either on the free plan (with two included users that have edit access within the limitations of the free tier) or you are on the Starter plan (where each user is subject to either a view-only or paid editing seat).

As far as I know, you can't carry your two free users from the free tier into a paid plan and have +2 extra free users along with your paid users. That's (unfortunately) not how it works.

All users on the Starter tier require a paid seat to be able to have editing access in the tool, as far as I know.

(Don't shoot the messenger.)

Best regards

[SSingh9486]

And what if i pay for one month and then cancel. Will it resume to free tier with 2 free users?

[karstenkoehler · Accepted solution]

@SSingh9486 I would assume so but the seat implications are not mentioned explicitly in the documentation: https://knowledge.hubspot.com/account-management/downgrade-a-paid-subscription