How do I get help or raise a request with Forbidden?

Sending your question through the right route helps it reach the right person and keeps the supporting information together. Whether you have a project question, need support or want to discuss an invoice, use the guidance below.

Questions about an active project

You can ask questions by commenting on a task or using the chat in the Forbidden Customer Portal.

For a question about a specific task, open the task and add a comment. This keeps your question, supporting information and any decisions alongside the relevant work.
For general project questions or updates, use the project chat. This is useful for questions about upcoming meetings, coordination or anything that does not relate to a particular task.

Keep project questions and updates in the portal wherever possible so everyone involved can follow the conversation.

If your question relates to something discussed in a meeting, mention the meeting and explain what you would like clarified.

Requests under an ongoing support service

If you have a Protection Plan or another ongoing support service, use the support route provided when your service was set up.

Your agreement or service information confirms:

What your service includes.
How to submit requests.
Who can raise requests.
Any applicable response arrangements.
How work is reviewed and scheduled.

These arrangements may differ from those for an active implementation project. If you are unsure which route applies, ask your Forbidden contact.

Billing or account questions

Use Billing & Account Support in the Knowledge Centre navigation for questions about invoices or account administration.

Include your company name, the relevant invoice reference where available and a short explanation of your question.

What to include in a request

A clear description helps us understand your request and reduces the need for follow-up questions.

For an issue, tell us:

Your objective: what you are trying to achieve.
The issue: what is happening and what you expected instead.
The impact: who or what is affected.
The timing: when the issue started and whether it happens consistently.
Any deadline: when you need help and why.
Previous checks: what you have already tried.

For a new request, explain the outcome you want and why it matters to your team.

Where useful, include a link to the relevant HubSpot record or page, a screenshot or a short screen recording. Remove sensitive information that is not needed to explain the issue, and never share passwords.

If something is urgent

Explain the business impact and any time constraint clearly, using the route agreed for your service.

For example, explain whether the issue is preventing your whole team from working, affecting a particular process or blocking a time-sensitive activity.

Response and resolution times are different. Acknowledging or reviewing your request does not necessarily mean it can be resolved immediately. The next step may depend on investigation, access, further information or another supplier.

What happens after you raise a request?

We will review your request in line with your project or service arrangements. We may ask for more information, explain the next step or identify a dependency that needs to be resolved.

If the request involves additional work outside your agreed scope, we will explain the implications before proceeding.

Keep any follow-up information in the same task conversation or chat thread where possible. If the issue is resolved or your requirements change, let us know there too.

What can Forbidden help with?

We can help clarify project questions, investigate issues within your agreed service and assess requests for changes or improvements.

Where a request needs additional work or another supplier’s involvement, we will explain the next steps. The support available and any response arrangements depend on the service you have agreed with Forbidden.

Further information

Refer to your agreement for your project scope and support arrangements.