Get help or support with HubSpot

Last updated: June 20, 2018

If any questions or technical issues come up while you're using HubSpot, you can get help or support via the Help button in the bottom-right of your account. which links to the following resources:

Please note: HubSpot Support is available to HubSpot Marketing Hub Starter, Basic, Professional, or Enterprise users; Sales Hub Starter or Professional users; or 30-day Marketing Hub trial users. If you are a CRM user, you can access the HubSpot Knowledge Base or HubSpot Community for further assistance.

HubSpot Knowledge Base

At the top of the help pane, you'll see the top articles for the specific part of the tool you're in. You can also search the knowledge base and view all help articles within this pane, to keep working while you read. If you prefer, you can click Open in new tab at the top of the article to open it in a new browser tab.

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HubSpot Community

At the bottom of the help pane, click Ask the community to get help or take part in discussions on the community.
 
Under Help, click Marketing community to discuss HubSpot's marketing tools and inbound strategySales community to ask and answer questions about the HubSpot CRM and sales tools, or COS Design to learn and share in-depth knowledge about web design on HubSpot.
 
Under Discussions, click Ideas to submit, browse, or vote on feature requests to improve HubSpot's products.
 
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You can also access the HubSpot Community directly at community.hubspot.com.

HubSpot Support

Contact HubSpot Support

If you weren't able to locate a help article to resolve your issue, you can contact HubSpot Support by clicking Contact support at the bottom of the help pane. At the top of the pane, you can choose Call meEmail, or Chat.

Provide an overview of your problem and a longer description of the issue you're seeing. You can also attach any relevant screenshots by clicking the paperclip icon.

  • If you choose Call me, enter a Phone number for HubSpot Support to reach back out.
  • If you choose Email me, confirm your Language and that the Email shown is where you'd like to receive communication from HubSpot Support.
  • If you choose Chat, click Start Chat to start a chat session.

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Please note: HubSpot currently only offers phone and chat support in English. Call-back and email support is available in English, French, German, Japanese, and Spanish. To request a call-back in a specific language, ensure that your individual user settings is set to that language.

When submitting a ticket, there are several steps you can take to help ensure that your issue is resolved efficiently:

  1. Be specific: if a ticket reads “my list isn’t working,” support specialists can’t begin investigating the issue until they know which list isn’t working or what you're seeing on your end that is different than the expected behavior. 
  2. Include links: support specialists can access most parts of your account. If there is a specific part of the tool to which you're referring, you can guide the specialist to the relevant list, workflow, contact, etc. by including URLs in your ticket.
  3. Clarify with visuals: 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. This is why it helps to include screenshots, videos or GIFs in your ticket when possible.

Whether you are submitting a call-back request, web ticket, or starting a chat session, keeping these tips in mind will allow HubSpot's support specialists to begin working toward a resolution as soon as the ticket is assigned.

Once you've entered the information about your issue, click Submit to get assistance from HubSpot Support if you are submitting a call-back request or web ticket, or Send message if you are starting a chat session.

View your support Inbox

Click View your support inbox to enter your support inbox.

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Your support inbox allows you to get in touch with HubSpot Support, as well as view your account's current and past tickets with HubSpot Support. Here, you can:

  1. Click Create Ticket to create a new support ticket.
  2. Search and browse past tickets to see how they were resolved.
  3. Filter between All, Open, Closed, and Favorite tickets. If you're an administrator, you'll also see a dropdown menu where you can choose between seeing all tickets for all users in your account or just tickets you've submitted.
  4. View your most recent support tickets. Click a ticket to go into the specific conversation to reply, close, or reopen it.
  5. Click Favorite this ticket to access it easily from the Favorites filter in the left sidebar menu.
  6. View your past interactions with HubSpot Support in a particular ticket.
  7. Reply to your support ticket and continue in-progress conversations.
  8. Click Close this ticket when you're happy with the answer or solution you've received.

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If an old issue in a closed ticket resurfaces, you can click Reopen ticket at the bottom of that ticket conversation to reopen the issue with Support.

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Notifications on support ticket activity

When you've received a reply from one of our support specialists on your open support ticket, the Help button will turn blue along with a picture of the support specialist and a number that indicates the amount of activity. Click Help to navigate to your support inbox to view your ticket and respond or close the ticket as needed.

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