Can't add Parent Company after possible system change 6th Dec '23

[Robin_Miller]

Hi All

First post here, I hope I've picked the right place for it!

We're on the Free version so after a chat with a sales guy I'm still completely stuck.

This page was updated yesterday (6th Dec), I'm unsure whether there has been a system change as well

https://knowledge.hubspot.com/companies/how-can-i-add-a-parent-or-child-company-to-an-existing-compa...

However, the process detailed here does not work for me.

I'm no longer able to make a Parent/Child relationship with Companies. If I add a new Company, then following the instructions, add another Company as an Assocaition. When I go to Add Association Label my dropdown box is empty, I don't have the options for Child Company and Parent Company as shown on the page/video. I just have a link that says "Upgrade your plan to create and use lables". Even though at the top of the instruction page it says available with all products and plans.

Help! Have I lost the ability to do Parent/Child Companies or has a system change they made yesterday broken it somehow??

Thanks all

Robin

[Robin_Miller · Accepted solution]

For future reference:

This appears to be fixed now (I don't quite know when it was fixed)

Thanks all

Robin

[Crystal_Hopper]

@Robin_Miller guessing you saw this notice? 😀

[Robin_Miller]

ooo, no that one hasn't popped up for me! Thanks

[Crystal_Hopper]

WOW!!! I took that screenshot of my Company record right-side panel 3 hours ago. I just refreshed my screen and it has changed. I now see Companies (like the others said) and that I have to use association lables to declare Parent and Child.

Not sure if I was behind in my cache or if there's a slow roll out happening. I have a paid version so it would seem that I can use the functionality. I checked a known Company Record that had Parent/Child associations and they were intact, though updated to this new method.

[Robin_Miller]

Would you be able to still chase up on the KB article? I still can't access the dropdown options

[HJohnston0]

I'm having the same issue, but I'm on a Pro plan for all hubs. 
I went to add a new association label and all of our existing labels were gone... I reached out to support and was told that it's possible another Super Admin deleted the labels, but I'm the only Super Admin using the system (our other 3 are c-level execs that only log in to look at reports). 

The missing association labels are for contact to company. I can create new ones, but I don't want to lose the association data we had before.  

Update to add that I cannot add the same labels back because they seem to already exist somewhere, even though I can't see or use them. 

[Robin_Miller]

Sounds like there's defo something going on here

[Crystal_Hopper]

Hi @Robin_Miller. Thanks for pointing this out. I've not run into the "Labels" yet and will have to check that out. Also, from the knowledge base article it would appear that changes are afoot. My own Hubspot account has not changed from what I can tell. 

Do you no longer have this section visible from a Company record (it should be in the right panel):

I still have this section visible (though my account is a paid version). What do you have in the right-hand panel of your Company records?

I see that I could add association labels to contacts associated to a company. But when I scroll the down the right side, there's a different area to setup Parent and Child companies. 

[Robin_Miller]

Hi Crystal

No I don't have it, the Related Companies pane has completely disappeared. On all Companies, I checked a few at random.

I still have all the other Panes just not this one. Guessing because they've changed the method for setting up Parent/Child relationships, just that the new method doesn't work for me.

I have:

Contacts

Deals

Tickets

Companies

Payments

Attachments

Playbooks

Account Overview

This is really frustrating!

Thanks

Robin

[Crystal_Hopper]

Yes, especially when our screens don't match and it makes it more difficult to help others. 

This is my right-side panel on a Company Record. We have nearly the same things. I'm wondering what is inside your "Companies" section. Can you take a screenshot similar to this and share it?

[Robin_Miller]

Hi

Yeh, I know!

This 1st screenshot is one I did last week. As you can see it says Parent Company.

This is the one I tried to do 2 days ago. No 'Parent Company' because I can't add it.

(Note: I'm not giving away any sensitvie info here, it's all available on their website)

Hovering, and choosing the More arrow

And this then takes me to the screenshot I put in the original post, where I can't choose in the dropdown.

If I click on 'View associated companies', it just takes me to the normal place - a filtered view of the normal Companies screen.

It really feels like whatever change they made on 6th has not worked as expected and ended up removing this ability from free accounts. But as a free account holder I can't talk to Support.

Thanks

Robin

[Crystal_Hopper]

@Robin_Miller I commented on the knowledge base article that it appears to be inaccurate. If/when I get a message from the documentation team to know more, I'll use your screenshots to show them what's up. 

I also asked them if by "All products and plans" they mean the Free accounts also. It should but something is obviously up. 

As another solution to this. In your Company record can you make a Note and associate the note to several company records? Using notes and associations within to tie people and companies together is another trick of mine. In the interim, hopefully not forever, this could get you by so you don't look track of the informaiton you're trying to keep.

[Robin_Miller]

Thankyou, yes please do, and let me know as soon as you hear anything.

Thanks, that's an interesting work-around, I'll look in to that one.

If they do say this is correct and Free accounts no longer have access to this feature I shall be making an official complaint. They can't suddenly remove functionality with informing users in good time first.

Thanks

Robin