How to get out of your HubSpot contract: A step by step guide.

Want to get out of your HubSpot contract? Read here to find out the steps (and some advice on doing so).

Written by Rikki Lear
HubSpot |   4 minute read

To quickly answer your question, here are the steps to cancel the HubSpot marketing product you’ve signed up to:

  1. In your HubSpot account, click your account name and then access Account & Billing.

  2. Click Billing Details in the Products & Services section.

  3. Click Request Cancellation.

  4. Your request will be sent to your CSM (Customer Success Manager).

  5. Your CSM will be in touch to take you through the next steps and understand your situation.

It’s as easy as that. But before you jump in and cancel, let’s explore the reasons first and see if any of my advice can help solve your problems.

I’ll assume you want to cancel your HubSpot account for one of these three reasons…

  1. You’re unsure about how to manage HubSpot yourself.
  2. You signed up with an agency and they let you down.
  3. You don’t like the product.

1. You’re unsure about how to manage HubSpot yourself.

I get it, you’ve looked at HubSpot and thought, “This is exactly what our business needs. We can get prospects coming to us instead of us going to them, we can automate our marketing,” etc. You’ve gone full steam ahead and signed up. Your HubSpot login arrived, you spoke to your HubSpot onboarding team a few times and got to work.

Now, three to six months later, nothing is happening. Those leads aren’t coming to you, traffic is barely up and you’re thinking about cancelling HubSpot.

Let me be pretty frank here. In 99% of situations, HubSpot isn’t the problem.

I know that’s tricky to hear but the truth is, HubSpot is a tool - nothing more, nothing less. In fact, it’s a pretty great tool, allowing you to do everything involved with inbound marketing in one place.

Like any tool, what’s going to make or break it is the people operating it.

Before you get really offended and leave, let me explain that I’m not saying you and your team are bad marketers. After all, you made the choice to go with HubSpot which puts you ahead of most.

In my experience, in-house teams which have struggled with HubSpot either have:

Underestimated the amount of time it takes.

Look at the inbound marketing methodology

Everything in the methodology is there for a reason - and there’s a lot of reasoning involved. Blogging once a month, having one content offer at each stage of the funnel or forgetting SEO isn’t going to cut it and your results are going to come up short.

Inbound is labour heavy and takes a lot of work, so it’s understandable how it can be underestimated.

Underestimated the amount of talent they need.

It’s not just the time needed, it’s the individual skill sets. That’s why to do inbound marketing effectively, you’ll need to have in your team:

  • A copywriter.
  • An SEO expert.
  • An email marketer.
  • A PPC expert.
  • A social media manager.
  • A graphic designer.
  • A data analyst.
  • A strategist.
  • Maybe a web designer (this is optional).
  • And maybe a media specialist in video and/or audio (this is optional).

Of course, one person could wear several of those hats but it gives you a real taste of the type of team needed.

They haven’t got a roadmap for success.

Inbound success doesn’t happen with hard work alone. You need to know where you’re going and how to get there. Without spending the hours in strategy, setup and process, the campaign is doomed from the start.

To give you an insight into this, here’s our process….

Month one: Strategy. Example tasks include:

  • In-depth persona research and formalisation.
  • Buyer's journey documentation.
  • SEO audit and fixes.
  • Keyword research (SEO, PPC and content).

Month two: Setup. Example tasks include -

  • HubSpot technical setup.
  • Adwords account structure.
  • On-page SEO.
  • Landing page design.
  • Blog design.
  • Create and optimise social accounts.

Month Three is when we start our 90-day process which you can see below: 

  • Attract: Without enough ‘footfall’, your website cannot hit your goals. We use SEO, PPC, social and blogging to attract visitors.
  • Convert: We generate leads (from those not ready to buy just yet) by using content, CTAs and landing pages.
  • Iterate: Finally, we report on what worked and what didn’t. Then we'll use this to optimise and plan the next campaign. 
  • Close: It’s all for nothing without closing customers, so we use a marketing CRM and email to guide these prospects through appropriate workflows.

If you’ve jumped into writing content day one and were expecting results, it very rarely happens. If ever.

2. You signed up with an agency and they let you down.

If you signed up to HubSpot because an agency recommended it or you wanted them to work on it but the agency let you down, it’s a terrible situation to be in. But this is quite an easy fix.

So, you’re stuck paying for the HubSpot license every month, the agency relationship has soured and now you’re looking to cancel. I certainly understand that, but I’d urge you to try and separate HubSpot from that agency.

HubSpot is the right tool - you just need to find an agency who’s the right fit for you.

Unfortunately, being a HubSpot Partner isn’t any great badge of honour (sorry, HubSpot). Anyone can sign up to be one but if you take the time to work out the partner system, it can help guide you to a safe pair of hands.

Here are the HubSpot Partner Levels explained:

  • HubSpot Partner - no HubSpot experience is even needed.
  • Silver Partner - the agency needs to manage 3-4 average HubSpot accounts.
  • Gold Partner - they need to manage 6-7 average HubSpot accounts.
  • Platinum Partner - someone who needs to manage 20-22 average HubSpot accounts.
  • Diamond Partner - an agency who needs to manage 50-52 average HubSpot accounts.

Of course, there will be good partners at all levels - everybody starts at the bottom - but if you’ve had a bad experience, you need to find a Diamond Partner. They’re much more likely to have the experience you need.

3. You don’t like the product.

I’ve been in the HubSpot world for around five years and I’ve never heard this said to me once. And that’s the truth.

The product is easy to use and does what most people need it to do. That’s why I’d urge you to look at what else could have gone wrong, rather than looking directly at the tool. Do that and you could find HubSpot was the right choice after all.

The elephant in the room is that I run a HubSpot agency, so I understand if you assumed some bias here. But, the above advice is completely honest and what I’ve found to be true from my own first-hand experience.

In fact, I’d never talk someone into taking out HubSpot if it wasn’t right for them. Part of our sales process sometimes involves telling companies that HubSpot probably isn’t right for them at the moment. If you don’t want to give up on HubSpot without another try, why not get in touch?

Book a call with our Solutions Manager, Caroline, who can help

At Digital 22, we’re all about getting the most out of HubSpot, so we wouldn’t want to see you cancelling it before you identify a solution to your problem. If you want a second opinion from the experts, book a free call with us. We can help set you back on the right HubSpot path.

Click the link below to book.

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