Adding and Removing Users in HubSpot | Blue Frog Docs

Adding and Removing Users in HubSpot

Step-by-step guide to adding new users, managing existing users, and removing user access in HubSpot CMS Hub.

Adding and Removing Users in HubSpot

This guide provides step-by-step instructions for managing users in your HubSpot portal, including adding team members, changing roles, and removing access.

Prerequisites

Required permissions:

  • Super Admin - Can add/edit/remove all users
  • Marketing or Sales - Can add users (limited)

Before adding users:

  • Know user's email address
  • Determine appropriate role (see Roles & Permissions)
  • Verify available user seats
  • Have team assignment ready (optional)

Adding New Users

Step 1: Access User Management

  1. Click Settings (gear icon) in top navigation
  2. In left sidebar, navigate to Users & Teams
  3. Click Users tab
  4. Check current user count vs. limit (top right)

Step 2: Invite New User

  1. Click Create user (top right)
  2. Enter user information:
    • Email address (required)
    • First name and Last name
  3. Click Next

Step 3: Assign Role

  1. Select appropriate role from dropdown:

    • Super Admin
    • Marketing
    • Sales
    • Service
    • Website Editor
    • Website Contributor
    • View-Only

  2. Review role permissions (shown on right side)

  3. Click Next

Tip: Start with the least permissive role needed. You can always upgrade later.

Step 4: Add to Teams (Optional)

  1. Select team(s) from list:

    • Content Team
    • Marketing Team
    • Sales Team
    • etc.

  2. Set primary team (if multiple teams selected)

  3. Click Next

Step 5: Set Additional Permissions (Enterprise Only)

If on Enterprise plan:

  1. Apply custom permission sets (if applicable)
  2. Configure team-based permissions
  3. Set scope restrictions

Step 6: Send Invitation

  1. Review user details summary
  2. Optional: Add custom message to invitation email
  3. Click Create and send

Result:

  • User receives invitation email
  • Email contains link to set password
  • Link expires in 7 days

Step 7: User Accepts Invitation

User receives email:

Subject: [Name] invited you to join [Portal Name] on HubSpot

Click link to accept invitation
Set password
Log in to HubSpot

Important: User must accept within 7 days or invitation expires.

Adding Agency Partners

Agency partners can access your portal without using your user seats.

Prerequisites

  • Agency must have HubSpot Partner account
  • Agency must request access OR you invite them

Method 1: Accept Agency Request

When agency requests access:

  1. Go to Settings → Users & Teams → Connected partners
  2. View pending access requests
  3. Click Review request
  4. Select permissions:
    • View only
    • Edit
    • Specific tool access
  5. Click Accept

Method 2: Invite Agency Partner

To proactively invite agency:

  1. Settings → Integrations → Connected apps
  2. Click Visit App Marketplace
  3. Search for "Partner Access"
  4. Or request agency's Partner ID

Alternative:

  • Ask agency to send access request
  • Accept using Method 1

Managing Partner Access

View connected partners:

  • Settings → Users & Teams → Connected partners

Modify partner permissions:

  1. Click partner name
  2. Adjust tool access
  3. Save changes

Revoke partner access:

  1. Click partner name
  2. Click Remove access
  3. Confirm removal

Note: Revoking partner access doesn't notify them - inform them separately.

Editing Existing Users

Change User Role

  1. Settings → Users & Teams → Users
  2. Click user name
  3. Click Edit user
  4. Account tab → Select new role from dropdown
  5. Click Save

Common role changes:

  • Website Contributor → Website Editor (promotion)
  • Marketing → Super Admin (new admin)
  • Super Admin → Marketing (downgrade)

Update User Information

  1. Click user name
  2. Click Edit user
  3. Update:
    • Name
    • Email address (sends reconfirmation)
    • Teams
    • Custom properties
  4. Save

Assign to Teams

  1. Click user name
  2. Teams tab
  3. Add to team → Select team
  4. Set as primary team (optional)
  5. Save

Remove from Team

  1. Click user name
  2. Teams tab
  3. Find team → Click X
  4. Save

Removing User Access

Deactivate User

Recommended method - Preserves user history:

  1. Settings → Users & Teams → Users
  2. Find user in list
  3. Click user name
  4. Click Actions dropdown (top right)
  5. Select Deactivate user
  6. Confirm deactivation

Result:

  • User can't log in
  • Content/activity history preserved
  • User seat becomes available
  • Can reactivate later if needed

User receives:

  • No notification (inform them separately)

Reactivate User

If you deactivated someone and need to restore access:

  1. Settings → Users & Teams → Users
  2. Filter: Deactivated users
  3. Click user name
  4. Click Reactivate user
  5. Assign role and teams
  6. User can log in with existing password

Caution: Deletes ALL user history and content ownership.

Only delete if:

  • Test account
  • Duplicate account
  • Compliance requirement to remove all data

How to delete:

  1. Contact HubSpot Support
  2. Request user deletion
  3. Confirm understanding of consequences

Better option: Deactivate instead of deleting.

Managing User Seats

Check Available Seats

Settings → Users & Teams → Users

  • Top right shows: "X of Y users"
  • Example: "8 of 10 users" = 2 seats available

What Happens When Seat Limit Reached

Can't add new users until you:

  1. Deactivate existing users (frees seats)
  2. Purchase additional seats
  3. Use agency partner access (doesn't use seats)

Purchase Additional Seats

  1. Settings → Account Management → Billing
  2. View current subscription
  3. Add users or Upgrade
  4. Follow checkout process

Or contact:

  • Account manager
  • HubSpot sales

Optimize Seat Usage

Strategies to reduce seats:

  1. Deactivate inactive users - Regular audits
  2. Use partner access - For agencies
  3. Use appropriate roles - Not all features need separate seats
  4. Share accounts (not recommended) - Violates terms of service

Bulk User Management

Add Multiple Users (Enterprise)

CSV import:

  1. Settings → Users & Teams → Users
  2. Click Import users
  3. Download CSV template
  4. Fill in user information
  5. Upload CSV
  6. Map fields
  7. Assign default role
  8. Import

Export User List

  1. Settings → Users & Teams → Users
  2. Click Actions → Export
  3. Download CSV with:
    • User names
    • Email addresses
    • Roles
    • Teams
    • Last login dates

Use for:

  • User audits
  • Compliance reporting
  • Seat planning

User Notifications

Invitation Email

User receives:

Subject: [Name] invited you to join [Company] on HubSpot

Body:
- Who invited them
- Portal name
- "Accept invitation" button
- Expiration notice (7 days)

Password Reset

If user forgets password:

User initiates:

  1. Go to HubSpot login page
  2. Click Forgot password?
  3. Enter email
  4. Receive reset link

Admin initiates:

  1. Settings → Users & Teams → Users
  2. Click user name
  3. Actions → Send password reset

Security Best Practices

Onboarding New Users

Security checklist:

  • Assign minimum necessary role
  • Add to appropriate team only
  • Enable 2FA (if Super Admin)
  • Document access in audit log
  • Set review date (e.g., 90 days)

Offboarding Users

When employee leaves:

Immediately:

  1. Deactivate HubSpot account
  2. Revoke API keys they created
  3. Remove connected apps (Gmail, calendar)
  4. Transfer content ownership to manager

Within 24 hours: 5. Review their activity log 6. Check for shared passwords 7. Document deactivation

Within 1 week: 8. Archive important emails/notes 9. Reassign leads/deals 10. Update team distributions

Regular Audits

Monthly tasks:

  • Review active users
  • Check last login dates
  • Verify roles still appropriate
  • Deactivate inactive users

Quarterly tasks:

  • Export full user list
  • Compare against HR system
  • Review user seat costs
  • Update documentation

Troubleshooting

User Can't Accept Invitation

Possible causes:

  1. Invitation expired (7 days)
  2. Email in spam folder
  3. Incorrect email address

Solutions:

  • Resend invitation (Settings → Users → Click user → Resend invitation)
  • Check user's spam folder
  • Verify email address spelling

User Can't Log In After Accepting

Check:

  1. User set password correctly
  2. Not locked out after failed attempts
  3. Email confirmed
  4. Portal URL is correct

Solution:

  • Send password reset
  • Check HubSpot status page for outages

Can't Add User (Seat Limit Reached)

Error: "You've reached your user limit"

Solutions:

  1. Deactivate unused accounts
  2. Purchase additional seats
  3. Use partner access for agencies
  4. Upgrade subscription plan

User Has Wrong Permissions

Issue: Can't access needed tools

Check:

  1. Role includes required permissions
  2. Team permissions not restricting
  3. Custom permission sets (Enterprise)
  4. Tool available in subscription

Fix: Edit user and change role or permissions.

Deactivated User Still Has Access

Rare issue: Cache or session

Solution:

  1. Verify deactivation confirmed
  2. User logs out and tries again
  3. Clear browser cache
  4. Contact HubSpot support if persists

Advanced Scenarios

Temporary Access for Contractors

Recommended approach:

  1. Add user with Website Contributor role
  2. Assign to specific team
  3. Set calendar reminder for access review
  4. Deactivate when project ends
  5. Reactivate if needed for future projects

Alternative:

  • Use agency partner access (if contractor has partner account)

Multiple Portals Same User

User can have account in multiple portals:

  • Same email address
  • Switch between portals in dropdown
  • Each portal counts as separate seat

Managing:

  • Each portal admin manages their own access
  • User sees all portals in account switcher

Merging Duplicate User Accounts

If user has two accounts (different emails):

Can't merge automatically - must:

  1. Choose primary account to keep
  2. Transfer content from duplicate to primary
  3. Deactivate duplicate account
  4. Update user to use one email

Quick Reference

Adding User Checklist

  • Determine role needed
  • Check seat availability
  • Settings → Users & Teams → Create user
  • Enter email and name
  • Assign role
  • Add to team (optional)
  • Send invitation
  • Document in audit log

Removing User Checklist

  • Transfer content ownership
  • Archive important data
  • Settings → Users & Teams → Click user
  • Actions → Deactivate
  • Document deactivation
  • Inform user (separately)
  • Revoke API access if applicable

Next Steps

For official documentation, see HubSpot User Management Guide.

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