BCC and Forwarding Not Working for Team Member — Works for Me Without Inbox Connection

[tkow_2020]

I’m having an issue with HubSpot’s BCC and forwarding functionality not working for one of my team members, and I’m hoping someone can help clarify what’s going on.

Here’s what I’ve confirmed:

• My teammate’s email address is correct and verified in HubSpot.
• They have appropriate permissions.
• They’re using the correct BCC and forwarding addresses.
• I do not have my email connected to HubSpot, and yet BCC and forwarding work perfectly for me, consistently logging emails and creating contacts.

Support keeps telling us to connect the inbox, but this isn’t an option — we use Microsoft 365 GCC High, which is not compatible with HubSpot’s inbox connection features.

Here’s what I need help with:

• Why do BCC and forwarding work for me (no connected inbox) but not for my team member?
• Are users on the free plan restricted from using BCC or forwarding addresses?
• What criteria does HubSpot use to accept or reject a BCC’d or forwarded email if the inbox isn’t connected?

This is my third attempt to get help, and we really need to understand what’s blocking this from working for my team.

Thanks in advance.

[karstenkoehler]

Hi @tkow_2020,

These are the exact requirements for emails to log. You’re mentioning some of these but not all of them exactly. Could you confirm these are met? Log email in your CRM with the BCC or forwarding address

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• The user sending the email must have personal email access.
• The email address from which you are sending the email must be one of the following:
  • A user in your account.
  • One of your connected personal emails.
  • An alias in your email client (either an alias that has been configured in your connected Gmail inbox, or an alias added to your Profile & Preferences).
• The email address of the recipient is not listed in your Never Log list.
• The email address wasn’t previously permanently deleted.
• If you’ve turned on GDPR privacy settings in your HubSpot account, you must have legal basis to communicate with the email’s recipients.

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Best regards

[tkow_2020]

Hi @karstenkoehler.

Thank you. Her personal email access wasn’t enabled.

I was confused by the terms. I thought personal email access meant connecting her personal mailbox to Hubspot. Unfortunately, our mail is hosted in GCC High, which is incompatible with Hubspot.

I was able to locate the setting to enable personal email access. That solved the problem.

[TedLucidi]

I have a similar problem. A user account in HubSpot is unable to connect a person inbox, YET manually using the BCC address had been logging their emails until July 2025. Actually it was July 12 2025 when the change occurred. Since then, emails have not been getting logged using the BCC address. Was something updated in July?