Troubleshooting HubSpot billing and subscription management involves navigating account settings, understanding subscription statuses, and leveraging support resources when issues arise. HubSpot provides tools to view, edit, and cancel subscriptions directly within the platform, but billing-related problems—such as unexpected charges, payment failures, or account lockouts—often require direct contact with HubSpot’s Billing Team or support channels. The process varies depending on your subscription tier, with Professional and Enterprise users gaining access to priority support options like phone and chat.

• Primary troubleshooting steps:
• Access subscription details via Commerce > Subscriptions or Account & Billing in your HubSpot account ^[1][3].
• Check subscription statuses (Active, Unpaid, Canceled, etc.) to identify issues like failed payments or expired trials ^[1].
• Contact the Billing Team at [email protected] for invoice disputes, payment failures, or account access issues ^[4][8].
• Use the HubSpot Help Center or Community Forums for self-service troubleshooting, especially for workflow errors or integration problems ^[2][5].

For complex issues—such as unexpected upgrades, payment gateway integrations, or revenue workflow disruptions—escalate through HubSpot’s support hierarchy or review system logs if using third-party connectors like Zuora ^[9].

Step-by-Step Troubleshooting for HubSpot Billing and Subscriptions

1. Identifying and Resolving Subscription Issues

Start by verifying your subscription status and billing details within HubSpot. Most issues stem from misconfigured settings, expired payment methods, or unclear statuses (e.g., "Unpaid" or "Paused"). The Subscriptions Index Page and Account & Billing tab are the primary tools for diagnosis.

• Accessing subscription details:
• Navigate to Commerce > Subscriptions to view all active, canceled, or scheduled subscriptions. Filter by status (e.g., "Unpaid") to pinpoint problems ^[1].
• For HubSpot product subscriptions (e.g., Marketing Hub), go to Settings (⚙️) > Account & Billing > Subscriptions tab ^[3].
• Check the Billing Details section for payment method validity, invoice history, and service limits (e.g., marketing contacts or user seats).

• Common subscription statuses and actions:
• Active: No action needed, but verify payment method is up-to-date.
• Unpaid: Indicates a failed payment. Update the payment method or contact the Billing Team to avoid service disruption ^[1].
• Canceled/Expired: Review cancellation date and reactivate if needed. Deleted subscriptions cannot be restored ^[1].
• Paused: Temporary halt in billing; resuming requires manual action via the subscription page.

• Editing or canceling subscriptions:
• Click the subscription name to edit details like billing frequency, associated CRM records, or custom properties ^[1].
• To cancel, select Actions > Cancel subscription and follow prompts. Refunds for prepaid periods may be issued by the Billing Team ^[1][4].
• Note: Only users with Billing Admin permissions can make changes ^[3].

• Exporting data for audits:
• Export subscription lists as CSV files for external review via the Export button on the Subscriptions Index Page ^[1].

2. Resolving Billing Errors and Account Lockouts

Billing errors often manifest as failed payments, unexpected charges, or complete account lockouts. These issues typically require direct intervention from HubSpot’s Billing Team or support channels, especially if tied to contract renewals or payment gateway failures.

• Failed payments or invoicing errors:
• If a payment fails, HubSpot sends notifications to the account’s primary contact. Update the payment method in Account & Billing > Payment Information ^[3].
• For disputes (e.g., incorrect charges), email [email protected] with invoice numbers and transaction details. Include screenshots for faster resolution ^[4].
• Example: A user reported being locked out for 3 days due to a misprocessed $20,000 Enterprise upgrade. HubSpot resolved it after direct contact with the Billing Team ^[8].

• Unexpected upgrades or contract changes:
• Contact the Contract Management Team for renewal disputes or unintended plan changes (e.g., Starter to Enterprise) ^[4].
• Request a trial extension or downgrade via the Sales Team if the upgrade was accidental ^[4].

• Account lockouts:
• Lockouts often occur after failed payments or contract expirations. Submit a support ticket via the Help Center or email [email protected] ^[2][8].
• Pro tip: Include your HubSpot Account ID (found in Settings > Account Info) to expedite verification.

• Integration-related billing issues:
• For errors with third-party payment gateways (e.g., Stripe, Zuora), review system health logs:
• In Zuora: Navigate to Zuora Billing > Administration > System Health > Integration Hub and filter by "Hubspot to Zuora" ^[9].
• Check for sync failures or API errors in the HubSpot Payments Properties dashboard ^[10].
• Enable DEBUG-level logging for detailed error messages if troubleshooting connector issues ^[9].

• Support channels by subscription tier:

| Subscription Tier | Available Support | |-----------------------|-----------------------------------------------| | Free | Community forums, Knowledge Base | | Starter | Email, chat | | Professional/Enterprise | Phone, email, chat, priority escalation |

• Use the Ask a question field in the HubSpot help widget (top-right corner) for guided support ^[2].