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Help & Resources

Get help with HubSpot

Last updated: September 12, 2022

Applies to:

All products and plans

If you have any questions or technical issues while using HubSpot, there are different support channels available depending on your subscriptions. For any questions about your HubSpot subscription, contact your Customer Success Manager. 

All HubSpot users can access how-to guides, reference docs, and troubleshooting steps in HubSpot's Knowledge Base. Users can also ask questions, find answers, and engage with professionals from around the world in the HubSpot community

Learn more about the different support channels available below: 

  HubSpot's Free Tools Starter Professional Enterprise
Knowledge Base
Community
Chat Support -
Email Support -
Phone Support - -

Before you get started

Before getting started, do note the following: 

  • Currently, phone support is offered in English only. Chat, callback, and email support are available in the following languages. To request a call-back in a specific language, ensure that your individual user settings are set to that language. 

    • English
    • French
    • German
    • Japanese
    • Portuguese
    • Spanish
  • When submitting a ticket, there are several steps you can take to help ensure that your issue is resolved efficiently:
    • Be specific: if a ticket reads “my list isn’t working,” support specialists cannot begin investigating the issue until they know which specific list isn’t working, or what you're seeing on your end that is different from the expected behavior.
    • Include links: by default, HubSpot employee access is toggled on and support specialists can access most parts of your account. If there's a specific part of the tool you're referring to, you can guide the specialist to the relevant asset by including URLs in your ticket.  
    • Clarify with visuals and activity logs: it can be hard to describe an issue with words, particularly if it’s only happening on your browser, your device, or your office network. It's helpful to include screenshots, videos, GIFs, or HAR files in your ticket when possible.

Starter 

If you have a HubSpot Starter subscription, you can access the Knowledge Base, community, chat, and email support channels. 

  • In your HubSpot account, click the question help icon in the main navigation bar.
  • In the Ask a question field, enter your question
  • To display additional resources, click See related results
  • If you are unable to resolve your issue, reach out to HubSpot support. At the bottom of the dialog box, click Contact us.  
    • To chat with a HubSpot Customer Support Specialist in real-time, click Chat to the team.
    • To send a help email to a HubSpot Customer Support Specialist, click Email Support. You should receive a reply within one working day.
      • Language: the language you would like to communicate in.  
      • Problem overview: a general description of the roadblock you're facing. 
      • Description: a detailed description of what you would like help with. 
      • Email: the email address that the reply will be sent to. By default, this will be your HubSpot user's email address.  
    • To review your support tickets, click View your Support inbox.         



Professional & Enterprise

If you have a HubSpot Professional or Enterprise subscription, you can access the Knowledge Base, community, phone, call-back, chat, and email support channels. 

To submit a ticket with HubSpot support:

  • In the bottom right of most pages in your HubSpot account, click Help
  • In the right panel, click Contact Support.
  • Choose from the following support channels:
    • Chat: web chat in real-time with a Customer Support Specialist. 
    • Call me: request a call-back from a Customer Support Specialist. Generally, you'll receive a call within five minutes
    • Email: request email support from a Customer Support Specialist. Generally,  you'll receive a reply within one working day.   
  • Enter your details. Then, click Send message or Submit.  


View your Support inbox

After submitting a ticket, you can review any open and prior tickets with HubSpot Support.

To access your Support inbox:

  • In the bottom right of most pages in your HubSpot account, click Help
  • In the right panel, click View your support inbox.
  • In the left sidebar of your Support inbox, you can filter your tickets. Users with Account access permissions can view tickets submitted by all users in the account by selecting the Include company tickets checkbox.
    • All tickets: all tickets in the support inbox. 
    • Open tickets: ongoing tickets in the support inbox. 
    • Closed tickets: closed and completed tickets in the support inbox. 
    • Favorites: tickets that have been favorited in the support inbox.  To add a ticket to your Favorites, click the favoritefavorit star icon at the top of a ticket.
  • In an open ticket, you can do the following: 
    • To send or reply to an email from HubSpot Support, enter text into the message field, then click Send.
    • To continue a chat, click Continue this chat.   
    • To close a ticket, at the bottom of the ticket timeline, click Close this ticket.
  • In a closed ticket, you can do the following:
    • To submit ticket feedback, at the bottom of the ticket, fill out the survey
    • To reopen and discuss issues covered in the ticket, click Reopen this ticket
    • To create a new ticket for new questions or issues, click Create a new ticket.

 

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