Unable to add subdomain

[AShahi0]

I a trying to connect my domain to my free account but I am unable to add the www subdomain as I receive an error saying " your domain was already added by a HubSpot customer". 

How can I resolve this issue please?

[karstenkoehler]

Hi @AShahi0,

I don't think HubSpot can disclose who exactly connected the domain. Are you aware of anyone else in your company who might've set up a HubSpot portal, potentially an agency or a vendor?

In any case, whoever connected this has access to your DNS settings. Your IT team should be aware of this so I'd recommend reaching out to them.

Best regards

[AShahi0]

Hi Karsten, That would be me, but I did this in a previous account which I deleted and now I am unable to link my new account to my domain. I am convinced that the link stil exists somewhere in huspot's back-end and their technical team needs to fix this.

[karstenkoehler · Accepted solution]

Hi @AShahi0,

Thanks for the added context. For a quick resolution to your requests, you can include such context in your original post in the future.

Potentially, the old account is not entirely deleted. You could try to recover it by submitting the fom at the end of this article: https://knowledge.hubspot.com/account/recover-your-inactive-hubspot-account

Once recovered, you'd remove the connected domain.

If that doesn't work or is not an option, unfortunately there aren't any options in the free CRM. Your best chance is to work with HubSpot support – which requires an active paid subscription. You would have to upgrade to whatever subscription to get direct support from a HubSpot employee as they can access your old and new account.

Best regards!

[danmoyle]

@karstenkoehler that's a new one for me. Very interesting... and I agree. I'd think it's someone like a vendor or agency. Hopefully your IT can help, @AShahi0