topic Re: IMAP integration - Emails not showing up in Hubspot in Tickets & Conversations

IMAP integration - Emails not showing up in Hubspot

vsm6 — Mon, 09 Feb 2026 05:40:09 GMT

We use Fastmail and I connected Hubspot with IMAP successfully.

At this point I would expect that emails sent from my Fastmail account would start showing up in Hubspot. They are not. Is this not how it should work? My past implementations were iwth gmail and outlook, so this is new to me.

Appreciate the help

Re: IMAP integration - Emails not showing up in Hubspot

karstenkoehler — Mon, 09 Feb 2026 05:42:42 GMT

Hi @vsm6,

Out of the box, emails will log as per these requirements: https://knowledge.hubspot.com/connected-email/log-email-replies-in-the-crm#requirements-for-a-reply-to-log

In short: only when they're replies to emails you sent from HubSpot, sent via a sales extension etc.

You can change those rules to also log incoming emails by following these steps: https://knowledge.hubspot.com/connected-email/manage-contact-email-logging-rules

Best regards

Re: IMAP integration - Emails not showing up in Hubspot

vsm6 — Mon, 09 Feb 2026 06:15:19 GMT

Thank you for your reply. As per the linked page the outbound email will be logged if "sent from your connected personal email client with the sales email extension or add-in installed and the Log checkbox selected."

My personal email client is connected. I have installed the sales email extension on Chrome but, as I am using Fastmail, the "Log Checkbox" does not appear. The instructions seem to be only for people running Outlook or Gmail.

On a different path, I added some emails to Hubspot manually. And then emailed them from my personal email client. It turns out then the email is logged in hubspot, but is not tracked.

So I will amend my question

1) How do I log emails to individuals who are not already in the CRM?

2) How do I turn tracking on?

Thank you for the help

Re: IMAP integration - Emails not showing up in Hubspot

STierney — Mon, 09 Feb 2026 17:41:04 GMT

Hey @vsm6 - thanks for following up here!

Re-tagging @karstenkoehler to see if he has any insight to these inquiries.

Shane, Senior Community Moderator