Account Problem

[RFischer2]

Unfortunately I use the free version of Hubspot, and therefore can't seem to get any assistance.

My Rob@cpr-wilmington.com has been used for years (email account registered with my free hubspot account), but this account was recently disabled by Hubspot.  Unfortunately my email address was changed by my franchise, so I have no more access to that account.  I need the data from that account transferred to my new account.

So I set up a new account RFischer@cpr-stores.com -- but my data is still in my old account.  I literally only use the list of companies feature (approximately 50) with a few notes under each one.  That's it.

I'm unable to change the password on my old account (Rob@cpr-wilmington.com) because the email account is no longer functional or active.

I need that data moved to my new account RFischer@cpr-stores.com, but can't find anything on the application or website -- only sales people who tell me they can't help.

Please advise if anyone knows how I can do this.

Rob

[RubenBurdin · Accepted solution]

Hi @RFischer2 , that’s a frustrating spot to be in, especially since the data itself is very lightweight.

Unfortunately, there’s an important limitation with free HubSpot accounts that’s at play here.

If you no longer have access to the email address tied to the user and can’t reset the password, there is no self-serve way to transfer data out of that portal. Free accounts don’t have admin support escalation, user identity verification, or portal-to-portal transfer tools.

A few clarifications that may help set expectations:

If the portal itself still exists but you’re locked out, HubSpot can only restore access if they can verify ownership of the original email or domain. Without access to rob@cpr-wilmington.com, they generally can’t change the user email on your behalf for security reasons (https://knowledge.hubspot.com/account-management/log-in-to-hubspot )

There’s also no mechanism to “pull” companies or notes from one portal into another unless you can log into the source portal and export them first. Even paid portals can’t bypass that requirement.

Your only realistic options at this point are:

• Try to temporarily reactivate or forward the old email address through your franchise or IT provider, even briefly, so you can reset the password and export the data.

• Have the domain owner of cpr-wilmington.com contact HubSpot support to request access recovery, if they can prove ownership of the domain tied to the portal.

• If neither is possible, you may unfortunately have to recreate the ~50 companies and notes manually in the new account.

I know that’s not the answer anyone wants, but HubSpot is very strict here because account recovery is tied to identity, not the data itself. If you can get even short-lived access to that old inbox, exporting everything takes just a few minutes and solves it cleanly.

[RFischer2]

Thank you so much for the comprehensive and thoughtful response. Unfortunately access to old domain is not possible so I’ll just have to live without my history and start anew. Really appreciate you taking the time though. That’s the risk of dependence in a free account I guess. But I just skim the surface as far as functionality usage - so free is all I need. Thanks again.

Rob

[Jaycee_Lewis]

Hi Rob. If your Free account was deleted, this knowledge base article has details about if recovery is possible and the next step. — Jaycee

[RFischer2]

Unfortunately my account wasn’t deleted, just password locked by HubSpot. Given the email address the account was created under is no longer a valid email address, I cannot change it and get back into it. So I’m trying to find a way to transfer the data to a newly created account.