Previously we were able to navigate directly from the member we were talking to, to their lists page, From this page, we used to have a drop-down button Manage Registration which gave you the option to either Resend registration email or Reset password.
So this meant there were 2 clicks to reset a password, and that my team could stay on the tab they were working on with the member.
Now, if a member calls or emails for a password reset we need to:
Click Content
Click Memberships
Scroll the list and then click the list named KB Access: All Members - List Sync
Find the member using the search option
Then click password reset or resend registration.
This new process requires opening a separate tab to the member profile and then 5 clicks versus the old process which was 2 clicks. My team’s morale is down about it, so they are working even more slowly. Please implore your leads to undo this terrible move. We need the button back on the member’s profile for efficiency.
Hi everyone! My name is Hallie, and I'm a Program Manager on the CXM Team. This is now delivered with the button back to resend the email or reset password. Thanks for all of your feedback on this!
I agree. This new system is a massive downgrade and has caused issues for my whole team. I submitted a complaint to support, and recieved the following justification for the change:
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The membership management functionality was being consolidated from the CRM contact records UI into the dedicated Access Groups application under Content > Memberships. The goal with this has been to provide a centralized location for all membership-related operations.
The old system used "list memberships" for private content access control. In contrast the new system utilizes "Access Groups" which provides: -- Better member management within each access group -- Dedicated UI for viewing all members of an access group -- Ability to resend registration emails and reset passwords per access group -- More granular control over content access
I am afraid that for now, our Development Team would keep it this way but rest assured that they are aware of the pain point as we have also received some tickets about this from different customers.
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I guess they want it to be more bulk-access friendly? But I can't think of a single case in my years of using HubSpot where this has come up. I can think of probably hundreds of times where I've had to do resets and registration emails for induvidual contacts. If they want to keep their new system, sure. But why not just have the button in two places? What's the point of removing perfectly functional features for this mess?
Also, has anyone else noticed the search bar on the new access list view is incredibly buggy? It flickers and refreshes constantly and misses every second letter I type.
Hopefully this gets some attention and they fix things soon.
We never have bulk re-sets. We have individual members wanting access troubleshooting.
It used to be go to member profile, check membership, click re-set.
Now, I have to open a separate tab, find the list menu, find the list item, and then I can't even search by typing in the name, I need to go back to the other tab, copy the name, go back to the list and paste the name and then hover over the name to reset.
This new 'system' is inefficient and pointless.
Please explain how this 'upgrade' is better than what it was!
This change adds a bunch of extra steps to what used to be a simple process. We use this process regularly and it makes HubSpot a less appealing system for my team.
We do not get requests for bulk resets. We get individual members requesting assistance to access the site.
It used to be a matter of going to the member's profile and clicking reset.
Now I need to open another tab, click to Memberships, find the right list, go back to the member profile and copy the name because for some reason just typing in the name to the list doesn't work, return to the list and paste the name, hover over the name and then click reset.
Please explain how this inefficient process is an improvement
If there is a need for bulk resets, could we also keep the individual reset option to avoid the waste of time that this new process has created.
@DErba thanks for your response - I'm glad (well I'm not glad I'm frustrated!) that I'm not alone in this and other teams are frustrated, too. My response from HubSpot is that they'll only change it back if this post gains significant traction. If you're able to encourage your team to upvote and comment maybe we can get the old functionality back? It's absurd that this is is the process and that they can't just listen to individual users who are suffering but I feel sure there are more of us but that people maybe just have inertia and have accepted the new way ...
@DErba forgot to say - yes - SO BUGGY - I can only cut and paste - typing is impossible. And the fact you can't search with a member number is very dodgy too. If you have two members with the same name the process is even slower as you have to check other data points! Love the idea of button in two places - surely this can be done???
thanks @NGordon1 so true - what reason could there EVER be for a bult reset??? - it's absurd. We're providing individual, tailored, support for members!
It's kind of embarrassing if you're on the phone to a member and what used to take a few seconds is now needlessly lengthy. It's not rocket science I'm just resetting a password!! So buggy, glad I'm not the only one losing my mind
Just noticed there's another thread about the same issue I thought I'd paste the other thread here -
Bring back “Send membership invite / Send password reset” buttons on the Contact record
Our team frequently receives one-off requests from contacts to resend the membership registration (invite) email or a password reset email. Until recently, we could do this directly from the Contact record (List Membership section). Those buttons are no longer available, which forces us to navigate to Content > Memberships > Access group, search the contact, and then resend from there. This adds several clicks per request and increases response time. - please hear us, HubSpot - please bring the button back to the contact record!
My team is experiencing the same issue. I'm a developer so I checked and unfortunately, the "Reset Password" link resolves to a internal HubSpot API, so there's no reliable way to build a CRM card to execute the required GET request:
You'd have to pass along all the cookies too, which you can't do.
However I think the problem could be resolved with a lightweight Chrome extension that uses a simple content script, I'm considering building one. Would that be useful to others here as well?
@HubBubDotXYZ I don't really know what you're saying but any fix would be greatly appreciated. If your teams are suffering too could you encourage them to login and upvote this post? HubSpot have told me they won't accept it's a problem to be addressed unless it gets 100 votes! Wild! functionality by democracy. Let's get reset on contact record to win the popular vote
