topic Re: I cannot seem to get my emails to come through Hubspot in Tickets & Conversations

I cannot seem to get my emails to come through Hubspot

BWilliams47 — Wed, 10 Sep 2025 17:44:11 GMT

Hello all,

I am not finding support anywhere (paid user, sales starter) and really need help setting up our work emails. I thought I had added them multiple times, but nothing is appearing in the HubSpot inbox. I currently use Outlook with 3 different IMAP email addresses. What am I supposed to do? The guides are helpful up to a point. I reached out to support, but I keep getting an AI-generated response. Thank you!

Re: I cannot seem to get my emails to come through Hubspot

karstenkoehler — Wed, 10 Sep 2025 19:10:57 GMT

Hi @BWilliams47,

What type of email connection are you referring to - your personal connected email or a team email inbox?

https://knowledge.hubspot.com/connected-email/connect-your-inbox-to-hubspot

https://knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox

These are two separate features and often misunderstood.

For your personal connected email address, there is no inbox in HubSpot. HubSpot assumes that you're still using an email client alongside HubSpot, with the Chrome or Office 365 sales extension or the BCC address.

Conversations inboxes (what you're referring to by inbox in HubSpot probably) are meant for shared access by a team, where you can connected shared email addresses and additional channels. Personal emails will not land here. (It is not recommended to connect a personal email as a conversations inbox.)

Best regards!

Re: I cannot seem to get my emails to come through Hubspot

BWilliams47 — Wed, 10 Sep 2025 20:13:47 GMT

I run all my emails through Outlook currently. I've tried to download the Outlook sales extension which downloads just fine but nothing shows up in Outlook. I don't understand the purpose of having an inbox in HubSpot when Nothing goes there. Am I missing something? I'm obviously misunderstanding the entire process 🙂

Re: I cannot seem to get my emails to come through Hubspot

karstenkoehler — Wed, 10 Sep 2025 20:16:11 GMT

@BWilliams47 could you please explain how exactly you're sending an email and where exactly you're expecting it to show up? Have you reviewed the two articles I shared?

Re: I cannot seem to get my emails to come through Hubspot

BWilliams47 — Wed, 10 Sep 2025 20:23:19 GMT

Yes, I have reviewed them... thanks for those. I am sending emails from my Outlook. We use IMAP accounts if that makes a difference. I installed the sales add-in, but it doesn't show anywhere in Outlook. I need to have a crm log my incoming emails so I can keep track of everyone (customers).

Re: I cannot seem to get my emails to come through Hubspot

karstenkoehler — Wed, 10 Sep 2025 20:25:39 GMT

@BWilliams47 the Outlook add-in is unfortunately not supported anymore, see the red info box at the beginning of this article: https://knowledge.hubspot.com/connected-email/get-started-with-the-outlook-desktop-add-in

Re: I cannot seem to get my emails to come through Hubspot

BWilliams47 — Sat, 13 Sep 2025 02:57:08 GMT

I greatly appreciate your help this far, genuinely! I can't find a way to connect outlook as the plugin is not supported. What would you do? All of our emails are IMAP so what is our option?

Re: I cannot seem to get my emails to come through Hubspot

karstenkoehler — Sat, 13 Sep 2025 05:03:57 GMT

@BWilliams47 is the office 365 add-in an option? https://knowledge.hubspot.com/connected-email/get-started-with-the-hubspot-sales-office-365-add-in

Alternatively, some teams also work with just the BCC address: https://knowledge.hubspot.com/connected-email/log-email-in-your-crm-with-the-bcc-or-forwarding-address