topic Re: Sender adress changed suddenly to @bf.hubspot-inbox.com in Tickets & Conversations

Sender adress changed suddenly to @bf.hubspot-inbox.com

TSchmidt9 — Wed, 21 Feb 2024 16:47:16 GMT

Hello Community,

We have recently had the problem that our sender address has changed from support@nomad-publishing.de to an @bf.hubspot-inbox.com address for reasons that have not yet been clarified.

As soon as someone tries to reply to the mail, the mail does not arrive in our mailbox (support@)

Do you have any idea why this could be and how we can fix it?

Attached you can find a screenshot. The problem only occurs with some receivers, not all. And we use the free plan.

Thank you in advance!

Re: Sender adress changed suddenly to @bf.hubspot-inbox.com

TomM2 — Wed, 21 Feb 2024 17:26:42 GMT

Hey @TSchmidt9 it sounds like your email address became disconnected and you moved to the fallback email.

From the guide here.

"A fallback email is an email that HubSpot provisions that allows you to use certain HubSpot tools, such as ticket automation, if you haven't connected a team email address yet. The fallback email is also used if your team email address is suddenly disconnected from the conversations inbox."

I would go through the guide here to ensure your email inbox is connected to the HS inbox again.

Re: Sender adress changed suddenly to @bf.hubspot-inbox.com

TSchmidt9 — Wed, 21 Feb 2024 18:06:54 GMT

Hi Tom, thanks for replying. I've checked and my mailadress is still connected (screenshot attached)

Re: Sender adress changed suddenly to @bf.hubspot-inbox.com

SAnderson37 — Mon, 25 Mar 2024 18:02:23 GMT

Hi, I have the same issue and am missing client replies as a result. This needs to be sorted ASAP please!

Re: Sender adress changed suddenly to @bf.hubspot-inbox.com

PLeyten — Mon, 02 Dec 2024 23:55:38 GMT

Hi there,

I am having the same issue and getting no whwere **bleep** it. Has anyone mangaed to sort this sissue out? I have noticed it is when a customer replies from a Gmail address thjat the reply address is the automated hubspot one and never comes into our inbox.

Re: Sender adress changed suddenly to @bf.hubspot-inbox.com

SAnderson37 — Tue, 03 Dec 2024 09:54:41 GMT

Hi,

The only way I found around this is to pay for HubSpot, so you can have a connected inbox.
Check your inbox settings and you should have the option to pay a subscription.