Unnecessary Frustrations with HoneyBook’s Team Management System
I’m beyond frustrated with how HoneyBook handles team member management, and I’m wondering if anyone else has dealt with something similar.
Years ago, I had a team member named Kate, whose email was kate@companyname.com. She left five years ago, and I removed her from our team in HoneyBook at that time. Fast forward to today—I hired a new team member, also named Kate, with the same email address. Simple enough, right? Apparently not.
When I tried to add new Kate to my team, HoneyBook wouldn’t allow it. After reaching out to support, I was told that the original Kate (or someone with access to her old email) had to personally email HoneyBook to request her account be deleted—even though I am the owner of the business.
I explained to Victoria (the HB support rep) how absurd this was. As the business owner, I should have the authority to add and remove team members without requiring a former employee—or in this case, my new team member—to jump through hoops just to use an existing company email.
To make this even more frustrating, I had my new Kate email HoneyBook, as requested, to ask for the email to be deleted. Instead of simply handling the request, the same HB rep I was chatting with (Victoria) responds with this:
👉 Option 1: Remove my account and information
👉 Option 2: Remove my account and information under the California Consumer Privacy Act (CCPA) (which doesn't apply since we are NOT in California).
I reiterated that we are not in California and just needed the email deleted so I could reassign it to my new team member—a basic function in any CRM software. And yet, they insisted on dragging this out further, requiring another confirmation email just to select "Option 1."
This unnecessary back and forth wasted half my day just to add a team member to my own account. This should not be a multi-step, overly complicated process.
HoneyBook Needs to Empower Its Support Team
This situation also highlights a bigger issue—HoneyBook’s chat support reps need to be empowered to override system requirements when logic and common sense dictate a different approach.
I don’t blame Victoria personally, but at some point, she should have been professional and capable enough to recognize how ludicrous this process was and escalate or override the issue instead of following the script she was given. Logic went out the window today, and it resulted in unnecessary frustration and wasted time for everyone involved.
👉 Why does HoneyBook require former employees (or their email holder) to request deletion instead of allowing the business owner to manage their own team members?
👉 Why is there no simple way for the account owner to remove and reassign emails without needing support intervention?
👉 Why are HB chat reps not empowered to resolve situations like this instead of blindly following a script?
I want to love this platform, but issues like this make it needlessly difficult to manage my own business. Would love to hear from others on whether they’ve found workarounds or dealt with similar frustrations!
