Can't conect gmail inbox

Service Hub Tickets & Conversations
1

Hi there,
I have an issue where I initially connected my Gmail as a personal email, which is not what I want. I proceeded to connect it to Inbox as a new channel, HubSpot keeps on telling me to remove the personal email connection, which I did, still no success.
I would highly appreciate some help here.
I have tried HubSpot’s bot recommendation to sign out and break the connection from my Gmail account, and all of that, still does not work.

2

Hello @VBeqaj1,

Can you please share a screenshot of Settings > General > Email that shows that the personal inbox connection is disconnected?

Can you please also share a screenshot of the error you’re seeing when attempting to connect it as a team email address for a conversations inbox?

Best regards

3

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Hi there @karstenkoehler and thank you very much for the support. Here are the screenshots.

4

@VBeqaj1 thank you, I was hoping to spot something that explains the error, unfortunately, I don’t. At this point, I think your best option is to upgrade to any paid subscription for a month to get access to HubSpot support who can troubleshoot this directly in your portal.

5

Hi there,

It sounds like HubSpot still has the original Gmail connection stored as a personal email, even after you removed it.

What usually fixes this is completely disconnecting the Gmail account from HubSpot, then going into your Google account permissions and removing HubSpot access there as well. After that, sign out of both accounts, clear your browser cache (or use an incognito window), and reconnect the email directly as an Inbox channel instead of a personal email.

In most cases, that resolves the issue. If it still persists, then it’s likely something HubSpot support would need to reset manually on their end.

6

Hi @VBeqaj1,
It sounds like HubSpot still has the original Gmail connection stored as a personal email, even after you removed it.
What usually fixes this is completely disconnecting the Gmail account from HubSpot, then going into your Google account permissions and removing HubSpot access there as well. After that, sign out of both accounts, clear your browser cache (or use an incognito window), and reconnect the email directly as an Inbox channel instead of a personal email.
One thing I’d also check is whether the email still appears anywhere under:

  • Connected Emails
  • Inbox channels
  • or Help Desk settings

Sometimes the connection gets removed in one area but still partially exists in another, which causes HubSpot to think the account is still tied to a personal inbox.
I’ve also seen this happen when the same Gmail was previously connected by another user or inbox setup in the portal, so it may be worth double-checking that as well.

In most cases, one of those steps resolves it. If it still persists after that, then it’s likely something HubSpot support would need to manually reset on their side.

And honestly, inbox/email connection issues in HubSpot can get surprisingly messy once multiple connection types exist for the same account. The team at WebGuruz Technologies, can help you with a seamless setup or help troubleshoot it further.

7

Hello @VBeqaj1 , I have seen this happen before. Usually HubSpot still keeps part of the original email authentication even after the connection is removed.
What I’d recommend:

  • Remove the Gmail connection from Connected Emails, Inbox, and Help Desk settings
  • Revoke HubSpot access from your Google account permissions
  • Sign out of both HubSpot and Gmail
  • Reconnect it directly as an Inbox channel using an incognito window

I have faced soemthing similar while setting up routing and workflows, and moving the process through LeadAngel helped us avoid a lot of these connection and assignment inconsistencies inside HubSpot.