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Marketplace Customers | Frequently Asked Questions

Last updated: October 19, 2018

Applies to:

Marketing Hub
marketing-basic-pro-enterprise
Basic, Professional, Enterprise
HubSpot CMS
Review a list of frequently asked questions for customers using templates or modules purchased from the HubSpot Marketplace.

Where can I find my purchase to make edits?

You can find your purchased templates and modules in the Purchased tab of your marketplace, and in your design manager tool.

You can create a new page with your purchased template right from the Marketplace:

  • In your HubSpot account, navigate to Marketing > Files and Templates > Marketplace.
  • Click the Purchased tab.
  • Hover over the purchased template, then click Actions Create a website page from this template.

You can add the module to a template directly in the design manager tool:

  • In your HubSpot account, navigate to Marketing > Files and Templates > Design Tools. 
  • In the finder, you'll see a Marketplace folder with the asset you purchased. 
  • Open your templates or coded files to make your edits.

If your page uses flexible columns, you can add the module directly to a page in the content editor.

I found a bug in my purchase, can you fix it?

All HubSpot Marketplace providers support their own work. If you find a bug, you can reach out to the provider to request edits:

  • In your HubSpot account, navigate to Marketing > Files and Templates > Marketplace.
  • Click the Purchased tab.
  • Hover over their purchase and click View detailsYou'll see the provider’s email address in the right pane, under the Created by details.

contact-marketplace-provider

I’m trying to purchase a Marketplace listing but PayPal is stating that my card is being declined.

The most common reason for a card being declined is because the payment provider (usually a bank, but sometimes a credit card company) doesn’t recognize the vendor, so assumes that it's fraudulent. A customer should contact their card provider to tell them to whitelist it. 

In other instances, the problem can be as simple as an incorrect data entry, such as a postal code. Review your information with PayPal to confirm it's all accurate.

I’m trying to purchase a Marketplace listing but Stripe is stating that my card is being declined.

The most common reason for a card being declined is because the payment provider (usually a bank, but sometimes a credit card company) doesn’t recognize the vendor, so assumes that it's fraudulent. A customer should contact their card provider to tell them to whitelist it. 

In other instances, the problem can be as simple as an incorrect data entry, such as a postal code. Review your information with Stripe to confirm it's all accurate.

The provider told me that there is a new version out, can I update to the latest version?

Yes, to update to the latest version:

  • In your HubSpot account, navigate to Marketing > Files and Templates > Marketplace.
  • Click the Purchased tab.
  • Hover over your purchase and click View details.
  • One the sidebar pane, click Install newest version.

install-latest-version

How do I request a refund?

  • In your HubSpot account, navigate to Marketing > Files and Templates > Marketplace.
  • Click the Purchased tab.
  • Hover over your purchased asset and click View details.
  • One the sidebar pane, click Request a refund.

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