Account

HubSpot billing and payment FAQs

Last updated: August 1, 2018

Applies to:

Marketing Hub
marketing-starter-basic-pro-enterprise
Starter, Basic, Professional, Enterprise
Sales Hub
sales-starter-pro-enterprise
Starter, Professional, Enterprise

Find answers to the most common questions about managing your invoice and payments. Also find more information about how changes to your subscription can impact your bill.

Billing and payment questions

Account and subscription questions

Where do I find my invoice? 

If your contract is established on automatic credit card terms, you will receive payment receipts in your portal. If your contract is established on invoicing terms, you will receive invoices in your portal. You will not receive receipts if your contract is on invoicing terms and you will not receive invoices if your contract is on credit card terms.

At the start of your billing cycle each month, an email with your invoice information is sent to the billing administrator of your account. If you're an Admin in your account, you can also access your invoices in your transaction history:

  • In your HubSpot account, click your account name in the top right corner, then click Account & Billing.
  • Click Transactions in the left sidebar menu.

When will my card be charged? 

For Sales Hub Starter and Professional and Marketing Hub Starter accounts, credit cards are charged when payment information is entered. After that, for Marketing Hub Starter or Sales Hub Starter and Professional accounts, your billing cycle will close on the same day of the month as your first payment.

If you are a Marketing Hub Basic, Professional, or Enterprise customer, please contact your Customer Success Manager for more information. If you are unsure of your Customer Success Manager's contact information, reach out to HubSpot Support by clicking on the Help button in the bottom right-hand corner of your account.  

Who can update billing information?

Anyone with Modify billing & change name on contract permissions can view and update billing information. When adding new payment methods, admins have the option to share the method with other admins in your account. If they have not done so, only that user can make changes to the payment method, but other admins can view the information. If the payment method is shared, any user with access can make changes. 

Learn how to make changes to your billing information.

Please note: if you want to change your contract from invoicing terms to credit card terms, or vice versa, please reach out to your Customer Success Manager. If you are unsure of your Customer Success Manager's contact information, please reach out to HubSpot Support.

How do I change which user receives our invoices? 

  • In your HubSpot account, click your account name in the top right corner, then click Account & Billing.
  • Click Company & Contacts in the left sidebar menu.
  • Scroll down to the Contact Information section.
  • To change your Marketing Subscription Billing Contact, click the dropdown menu and select the user who will receive all invoices and receipts for our HubSpot Marketing subscription. Click Save to the right of the user to save your changes. 
  • To change your general Billing Contact, click the dropdown menu and select the user who will receive HubSpot billing and renewal notifications, including invoices and receipts for Sales subscriptions. Click Save to the right of the user to save your changes. 

Is my credit card information secure? 

Yes. HubSpot Sales uses a third party (Zuora) to process all credit card payments. HubSpot does not have access to your credit card number at any point. For more information about the strict security measures that Zuora uses, please see the Zuora Security Page. HubSpot, Inc. is a Trust-E certified company and compliant with the EU-U.S. Privacy Shield. 

What should I do if I am tax/VAT-exempt, but was charged tax/VAT?

Send an email with your Hub ID and an attachment of your exemption form to billing@hubspot.com

When are my contacts counted for billing purposes?

When you reach your contact tier limit, you'll be automatically upgraded into the next tier, which will be reflected in your next billing cycle. See our Customer Terms of Service for more information. 

You can find details about your product subscription in your Account & Billing settings. In your HubSpot account, click your account name in the top right corner, then click Account & BillingIn the Account Summary section, you'll find your contacts limit and the current total of contacts in your account.

What happens if I change the number of seats in my Sales or Service Hub subscription? 

If you add a seat to your HubSpot Sales Hub Starter, Professional or Service Hub Professional account, you will immediately be able to assign a user to the new seat. Your account will be billed at a prorated amount on your next bill date. For example, you are billed on the 25th of every month for a total of 5 paid users and on the 7th of the month you buy an additional seat. For that billing period, you will pay a prorated cost from the 7th-25th for the additional seat, along with the normal rate of the 5 users.

If you remove a user's access to the paid tools, the change will take effect at the end of your commitment term. You will continue to pay for the seat until the end of that commitment period, regardless of whether or not you've assigned the seat to another user. 

Learn how to manage your paid users in HubSpot. 

What happens if I cancel or downgrade my account?

If you cancel or downgrade your account, you will continue to be charged for the duration of the commitment length in your contract, which may differ from your billing frequency. The commitment length is the period of time that you have agreed to use and pay for a subscription; the billing frequency is how often you have agreed to make payments within that time period.  For example, if your contract has a six month commitment term with a monthly billing cycle and you decide to cancel your account after four months, you will continue to be charged monthly until the end of your six month commitment term. See our Customer Terms of Service for more information. 

Learn more about downgrading/canceling your HubSpot subscription.

Who should I contact if I have billing-related questions about my account? 

If you have specific billing-related questions regarding your HubSpot Marketing Hub or Sales Hub account, you can send an email directly to HubSpot's billing team at billing@hubspot.com.

General marketing account questions can be directed to your Customer Success Manager. If you do not have your Customer Success Manager's contact information, please contact our Support team by clicking on the Help button at the bottom of your HubSpot portal.

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