Marketplace Customers | Frequently Asked Questions

• Where can I find my purchased template or module to make edits?
• I found a bug in my purchased template or module
• I’m trying to purchase a Marketplace listing but PayPal or Stripe is stating that my card is being declined
• The provider told me that there is a new version out, can I update to the latest version?

• How do I request a refund?

Where can I find my purchased template or module to make edits?

You can find your purchased templates and modules in the Purchased tab of your marketplace, and in your design manager tool.

You can create a new page with a purchased template directly from the Marketplace:

• In your HubSpot account, click the Marketplace icon marketplace in the main navigation bar.
• Click the Purchased tab.
• Hover over the purchased template, then click the Actions dropdown menu and select Create a website page from this template.

You can open and edit a purchased template or module in the design manager tool:

• In your HubSpot account, navigate to Marketing > Files and Templates > Design Tools. 
• In the finder, you'll see a Marketplace folder with the product you purchased. 
• Click the name of the template or module to make edits.

If your page uses flexible columns, you can add a purchased module directly to a page in the content editor.

I found a bug in my purchased template or module

All HubSpot Marketplace providers support their own work. If you find a bug in your purchased template or module, you can reach out to the provider to request a fix.

• In your HubSpot account, click the Marketplace icon marketplace in the main navigation bar.
• Click the Purchased tab.
• Hover over the purchased product and click View details.
• In the right pane, under Created by, you'll see the provider’s email address.

I’m trying to purchase a 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 whitelist 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 Marketplace icon marketplace in the main navigation bar.
• Click the Purchased tab.
• Hover over your purchased product and click View details.
• In the right pane, click Install newest version.

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 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 Marketplace.

To request a refund:

• In your HubSpot account, click the Marketplace icon marketplace in the main navigation bar.
• Click the Purchased tab.
• Hover over your purchased product and click View details.
• In the right pane, click Request a refund.