HubSpot Template Marketplace Customers | Frequently Asked Questions

Where can I find my purchased theme?

To find all themes purchased from the HubSpot Template Marketplace: 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• Click Marketplace Downloads. 

What's the difference between a theme and a template pack?

A theme is a set of templates, modules, and global content you can use to create an entire website. You'll manage fonts, colors, and style settings for theme assets in one place in your theme settings. Themes come with coded templates, but you can edit your content and page layout in the drag and drop editor without touching any code.

Please note: template packs created with the "drag and drop builder" won't include all the features of the drag and drop page editor. 

I’m trying to purchase a Template Marketplace listing but PayPal or 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 it assumes that it's fraudulent. You can contact your bank or credit card provider to ask them to approve the vendor.

In other instances, the problem may be due to incorrect data entry, such as an incomplete postal code. Review your information with PayPal or Stripe to confirm it's accurate and up-to-date.

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

When you update to the latest version of a template or module, a new version of the template or module will be created in your account. This ensures that any customizations that you've made to the template or module don't get overwritten automatically.

To update to the latest version of a template or module:

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• Click Marketplace Downloads. 
• Next to the theme that you need to update, click Install update. 

How do I request a refund?

Before requesting a refund, be sure you have read the item’s installation guide and documentation to make sure the item is represented accurately on the Template Marketplace.

Please note: all refund requests are between the buyer and the provider. HubSpot does not have a role or any obligation when a refund is requested. Learn more about guidelines for refund requests on the Template Marketplace.

To request a refund:

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, click Marketplace Downloads. 
• Click the Actions dropdown menu on the theme that you want a refund for.
• Click Request a refund.