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Understand HubSpot's content moderation policies

Last updated: January 29, 2024

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HubSpot's automated systems check for publicly verifiable information about each account, which protects customers' experience on the platform, as well as ensuring that all users are adhering to HubSpot's Acceptable Use Policy and Terms of Service.

Account suspension and review

If suspicious activity is detected at sign-up or while using the platform, access to certain features will be temporarily suspended. If this occurs during the sign-up process, you may be prompted to provide more information about your account before a final decision is made.

Certain features such as calling, email, forms, and the CMS will be unavailable until you provide the required details about your business. Once you submit these details, a member of HubSpot will review the details of your suspension and the information you provided, and a final decision on restoring full access to your account will be made within 48 business hours.

If your account verification appeal is not approved, any impacted tools will remain locked as a necessary security precaution. Currently, HubSpot does not offer remediation for free accounts. Learn more about account suspension in this article.

Feature suspensions

There are several scenarios that will cause access to a feature to be temporarily or permanently suspended in a portal, which include but are not limited to:

  • An account suspension appeal is still pending or has been rejected.
  • Possible unusual behavior has been detected in your account.
  • Content has been queued for additional review by HubSpot's moderation team.
  • Content has been found to be in violation of HubSpot's Terms of Service or Acceptable Use Policy.

Calling suspension

If you are using an account that is otherwise eligible for the HubSpot calling tool and encounter a suspension notice and you believe the suspension has been made in error, reach out to HubSpot Support.

Please note: sandbox accounts and free versions of HubSpot do not have access to the calling feature.

Email suspension

If your marketing emails do not meet the deliverability standards outlined in this article, your ability to send emails might be suspended.

Besides performance-based suspensions, you may notice your account's marketing email capabilities are suspended if your email content is queued for further review. When this occurs, any additional emails you attempt to send prior to the completion of the first review will also be put into review.

  • This review process is conducted in a timely manner and a final decision will be made as efficiently as possible. Learn more about HubSpot's content moderation process here.
  • If HubSpot determines that your content is in violation of the Terms of Service or Acceptable Use Policy, the email will not be published, and the decision cannot be appealed.

If your email is blocked from sending after the review process is complete, you can update your email to remove any content that may violate HubSpot's Acceptable Use Policy.

Forms suspension

If HubSpot has queued your form for additional review, you won't be able to edit or publish any other forms in your account. This process is conducted in a timely and efficient manner, and you should be notified within an expedient period of time of a final decision.

  • Once your form has been reviewed and HubSpot determines that there was no violation of the Acceptable Use Policy or Terms of Service, your form will be publicly accessible again and you can proceed to edit or publish other forms in your account.
  • If a form has been reviewed and HubSpot determines that it contains or collects data that violates the Terms of Service around sensitive information, the form will remain unpublished.
    • To resolve this issue, remove any violating fields and content from all associated forms within 15 business days and delete any previously collected sensitive data.
    • If you fail to take these actions within 15 business days, any flagged forms will be automatically deleted by HubSpot.
    • To export data before removing it, you can follow the instructions outlined in this article.

Files and CMS pages suspension

Similar to suspensions of the email and forms tools, your access to the files tool or your CMS pages might also be suspended while HubSpot runs additional checks. If content has been determined to be in violation of HubSpot's Terms of Service, it cannot be published, and the decision cannot be appealed.

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