Account Settings

Account suspension | Frequently Asked Questions

Last updated: October 13, 2020

Applies to:

All products and plans

HubSpot uses automated systems to make sure that all users are following HubSpot's Acceptable Use Policy and Terms of Service. This process is important in protecting our customers' experience with our platform. 

If suspicious activity is detected, access to certain features will be temporarily suspended. A member of HubSpot's team will review the details of your account to make a final decision.

What tools can get suspended?

Tools used to collect or host information can be suspended if any suspicious activity is detected. This includes: marketing email, files, landing pages, forms, and the calling tool. Learn more about marketing email suspensions.

How can my account get suspended?

Suspicious activity on any of the tools above will trigger a review of your account and suspend access to that tool.

HubSpot's system also checks for publicly verifiable information about each account, such as an established web or social media presence. If any of this information looks questionable or can't be easily verified, some tools in your account may be suspended for review.

Your account can also be suspended for non-payment. Learn more about suspensions due to withholding tax and non-payment in HubSpot's terms of service.

What can I do if my account gets suspended?

If your access to any tools gets suspended, you'll see a banner alert message in your account for the impacted tool with details about the suspension. Click the link in this message to submit more information about your business and how you're using this tool in your account.

How long does the review take?

Your submission and account activity will be reviewed within 5-7 business days. At that time, your access to that tool will either be restored or permanently removed. The banner message in your account will update to reflect the final decision.

Please note: depending on the activity on your account, you may also lose access to additional tools, including: marketing email, files, landing pages, forms, and the calling tool. 

What happens if I lose access to a tool?

After a final decision is made on your account, any impacted tools will remain locked. You can still use the other tools in your HubSpot account.

If you want to learn more about how to follow best practices with your HubSpot tools, connect with experts on the Community or check out learning resources on the Academy.