topic Re: Email keeps disconnecting - Cannot send emails in Account & Settings

Email keeps disconnecting - Cannot send emails

KG22 — Tue, 25 Jan 2022 12:55:37 GMT

I've been using Hubspot for months with no issue but this morning I noticed I couldn't send any emails as my account had been disconnected. I followed the instructions to reconnect and it worked for a few mins but quickly disconnected again.

I asked my email provider if there were any issues, and they have said no issues on their end (ionos).

After speaking to HubSpot support via instant chat they suggested I clear cookies/cache which I did and also tried to log in via incognito. Still would not work and I got these error messages:

"Unable to create inbox for this user" and "Could not submit settings. Please try again."

Support also asked if I'm using the same email for user and inbox (which I am) and said that usually, this needs to be different. It's been working this way for months so not sure what has changed, but I've updated it so that the email for my user account is different to the email I use to contact customers. Still not working.

Edit: I am also set as a super admin on the account too

Any help is very much appreciated. Thanks in advance 🙂

Re: Email keeps disconnecting - Cannot send emails

SarahCowan — Tue, 25 Jan 2022 15:01:58 GMT

Also dealing with this problem here. I have emailed Hubspot support about it, but heard nothing back. Coincidentally, I'm also with ionos, but everything is fine with the mailbox.

Re: Email keeps disconnecting - Cannot send emails

KG22 — Tue, 25 Jan 2022 15:09:10 GMT

Hi Sarah, that's good to know! I looked on the ionos status monitor earlier before contacting their support and noticed they completed "E-mail archiving maintenance" last night (https://www.ionos-status.co.uk/).

They assured me that this wouldn't have caused an issue but I have a sneaking suspicion that could be it?

Re: Email keeps disconnecting - Cannot send emails

SarahCowan — Tue, 25 Jan 2022 15:15:09 GMT

The mail settings haven't changed at all though, so I wouldn't expect it is anything to do with their archiving. I also have ionos mailboxes on so many pcs with the same settings that Hubspot use and I have no issue with any of them. It appears to be a Hubspot issue from what I can see. Hopefully they get to the bottom of it. I now have 4 users with disconnected mailboxes. 😞

Re: Email keeps disconnecting - Cannot send emails

KG22 — Tue, 25 Jan 2022 15:40:59 GMT

Hopefully the issue will be resolved soon 🙂

Re: Email keeps disconnecting - Cannot send emails

SarahCowan — Tue, 25 Jan 2022 15:42:18 GMT

Here's hoping. 🙂

I'm not sure if it's helpful to Hubspot, but I tried reconnecting again using an incognito window and got the error below.

Re: Email keeps disconnecting - Cannot send emails

Scarlet7 — Tue, 25 Jan 2022 15:46:33 GMT

Thought I was going mad, same issue here logged on this morning as usual, went to send an email and the message read 'disconncted' then tried to reconnect with exactly the same settings as before and....

Error

Could not submit settings. Please try again

Spoke with support and they wanted to see the screen shots with the errors which I sent and asked me to check with my provider, as above ionos, my email is woking fine just will not connect with Hubspot!!!

Was working fine up to today as I beleive it was for everyone else!

Re: Email keeps disconnecting - Cannot send emails

SarahCowan — Tue, 25 Jan 2022 15:58:05 GMT

Yeah. Been working fine until today. We've been using the system with these email addresses and settings for years now. Something has happened on Hubspots end I think.

Re: Email keeps disconnecting - Cannot send emails

Scarlet7 — Tue, 25 Jan 2022 16:19:37 GMT

I wander if this is an issue just effecting the free version! I pressume it would be the same method to add an email account if you paid monthly!

Re: Email keeps disconnecting - Cannot send emails

SarahCowan — Tue, 25 Jan 2022 16:21:57 GMT

Yeah. It's the same. We're on a paid version.

Re: Email keeps disconnecting - Cannot send emails

TCollette — Tue, 25 Jan 2022 17:36:38 GMT

Hi all, we have used and been extremely happy with HubSpot until today, cannot send emails to any of our contacts, we have three email accounts registered and active but today they all say disconnected and we can't rectify. Been on HubSpot help for three hours, they have not offered a solution nor explanation.

Re: Email keeps disconnecting - Cannot send emails

Scarlet7 — Wed, 26 Jan 2022 09:36:18 GMT

Morning,

Have tried again to add my email to Hubspot, but still no luck! has anybosdy else been succesful?

Re: Email keeps disconnecting - Cannot send emails

KG22 — Wed, 26 Jan 2022 10:58:49 GMT

Still no luck for me Scarlet7! Here's hoping someone will be able to fix it today.

Re: Email keeps disconnecting - Cannot send emails

Unmannedexpert — Wed, 26 Jan 2022 11:01:19 GMT

Same error for me and also with ionos email config. Last week it was working as a charm and today it's disconnected and unable to connect.

Looking at this post for solutions (hopefully)

Re: Email keeps disconnecting - Cannot send emails

Scarlet7 — Wed, 26 Jan 2022 11:08:42 GMT

Fingers crossed not much longer as this seems to be affecting a number users, hopefully Hubspot are aware and looking into addressing the issue!

Betreff: Email keeps disconnecting - Cannot send emails

MiaSrebrnjak — Wed, 26 Jan 2022 11:23:56 GMT

Hi @KG22, @Scarlet7, @TCollette, and @SarahCowan,

thank you for reaching out to the Community! Our Support team is already looking into reports of our Connected Inbox customers using Ionos who are encountering errors when trying to connect to the Ionos Server. While our team is investigating the cause of this issue, we would also like to ask you to report the issue to support@ionos.com. We will update this thread as soon as we have more information.

Thank you for your understanding!

Mia, Community Team

Betreff: Email keeps disconnecting - Cannot send emails

SarahCowan — Wed, 26 Jan 2022 12:41:50 GMT

Hi Mia

Thanks for your response. I cannot see how this is a problem on Ionos end. I use the exact mail settings for all my mailboxes and the only issue I'm having a problem with is Hubspot. They are working perfectly everwhere else.

Thanks

Sarah

Re: Email keeps disconnecting - Cannot send emails

SarahCowan — Thu, 27 Jan 2022 08:35:50 GMT

Hubspot said they fixed the bug and sent instructions. I followed their instructions to reconnect, but it didn't work for me. Anyone else have any joy? This is no good at all.

Re: Email keeps disconnecting - Cannot send emails

Scarlet7 — Thu, 27 Jan 2022 08:41:00 GMT

Hi Sarah,

Had an email overnight from Hubspot telling me I needed to reconnect my email, I thought this was prompt after they had fixed the issue, tried to re-connect again this morning with the same settings that had been fine up to a few days agao and still no joy! same message as before

Error

Could not submit settings. Please try again!

Re: Email keeps disconnecting - Cannot send emails

Unmannedexpert — Thu, 27 Jan 2022 08:43:25 GMT

Same with me. No fix for the problem yet....