# Connected email channels don't work **URL:** \ **Category:** Tickets & Conversations\ **Tags:** conversations-inbox\ **Created:** [March 3, 2021, 7:23am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584 "2021-03-03T07:23:55Z")\ **Posts on this page:** 13\ **Page:** 1
**Author:** ![KD0](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kd0/32/97852_2.png) [@KD0](https://community.hubspot.com/u/KD0)\ **Post date:** [March 3, 2021, 7:23am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/1 "2021-03-03T07:23:55Z")
Hi, I have recently connected new email addresses (“channels”) to my HubSpot Inbox. But they don’t work - the emails sent to these addresses don’t land in the conversations inbox. I have tried sending emails from my different personal email accounts (GMail, Outlook…) to the addresses connected to HubSpot, but not one email reaches the inbox. I guess there’s probably a simple setting to change that I have missed, but I can’t figure it out. Can anyone help me please? Thanks! ---
**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\ **Post date:** [March 3, 2021, 7:27am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/2 "2021-03-03T07:27:21Z")
Hi @KD0, Could you share screenshots of the connected inbox settings (_Settings_ \> _Inbox_ \> _Inboxes_) and the inbox itself where you are expecting to receive messages (_Menu_ \> _Conversations_ \> _Inbox_)? That would be a valuable first step for troubleshooting. Best regards! ---
**Author:** ![KD0](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kd0/32/97852_2.png) [@KD0](https://community.hubspot.com/u/KD0)\ **Post date:** [March 3, 2021, 8:21am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/3 "2021-03-03T08:21:45Z")
Hi @karstenkoehler yes no prob, I’ll send some screenshots below. Thanks! ![38930i61DAAFE4BB477E02.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/d/5/d537e47a57c094cda67c64b52913f37e764d6fc2.png) ![38931i823B6CE8BBE08F9B.png](https://d2qpr2jzcazej7.cloudfront.net/original/2X/0/08c972416dfb9dec2507986c0ddd953c894b8fd3.png) ![38932i84D16F4D8713F770.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/7/b/7b80b07b6cb315801a9d1b6a3996411f80eec7c0.png) ---
**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\ **Post date:** [March 3, 2021, 8:26am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/4 "2021-03-03T08:26:09Z")
Thanks @KD0! Those 23 conversations shown under “All conversations” / “Email” in the left sidebar are not the test emails that you’ve sent to the inbox email address, I’d assume? ---
**Author:** ![KD0](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kd0/32/97852_2.png) [@KD0](https://community.hubspot.com/u/KD0)\ **Post date:** [March 3, 2021, 9:25am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/5 "2021-03-03T09:25:05Z")
@karstenkoehler No, they are all older conversations from February. All the test emails that I sent yesterday (2nd March) seem to not appear anywhere. ---
**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\ **Post date:** [March 3, 2021, 9:43am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/6 "2021-03-03T09:43:09Z")
Hi @KD0, When you compose an email from your inbox (upper left of the screen), does that email go through? Best regards! ---
**Author:** ![KD0](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kd0/32/97852_2.png) [@KD0](https://community.hubspot.com/u/KD0)\ **Post date:** [March 3, 2021, 10:12am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/7 "2021-03-03T10:12:09Z")
@karstenkoehler I just tried to send an email from HubSpot to one of the connected addresses, [support@because.eco,](mailto:support@because.eco,) and nothing seems to happen. I also put in cc my own private email, and there the message went through as normal. But I noticed something strange (see screenshot below). In the Trash folder I checked the notifications from yesterday about the new channels added to HubSpot. All these emails seem to contain the same information, and the same “strange” connecte email address, for example: **[hello-13@5912268.hubspot-inbox.com](mailto:hello-11@5912268.hubspot-inbox.com)** Is that normal? ![38934i3937812C06C5278D.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/0/2/02a35155eae95e2a704ec4dbb6c387780c2d2a86.png) ---
**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\ **Post date:** [March 3, 2021, 10:20am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/8 "2021-03-03T10:20:02Z")
Hi @KD0, What I meant is sending an email from the inbox to your regular personal inbox, in Gmail or Outlook, for example. Does a message composed in your HubSpot inbox go through to a personal Gmail or Outlook inbox? The [hello-11@5912268.hubspot-inbox.com](mailto:hello-11@5912268.hubspot-inbox.com) address looks like one of the fallback email addresses that HubSpot automatically creates – this deleted confirmation email should show your actual email address, not this [hubspot-inbox.com](http://hubspot-inbox.com) one. Have you tried disconnecting and reconnecting the inbox? Best regards! ---
**Author:** ![KD0](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kd0/32/97852_2.png) [@KD0](https://community.hubspot.com/u/KD0)\ **Post date:** [March 3, 2021, 10:30am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/9 "2021-03-03T10:30:20Z")
@karstenkoehler Yes I confirm, a message composed in my HubSpot inbox went through to my personal Gmail inbox. Right, I see what you mean about the [hello-11@5912268.hubspot-inbox.com](mailto:hello-11@5912268.hubspot-inbox.com) address. How do I change it? Or how do I disconnect and reconnect my inbox as you suggest? ![38935iA9CC7D4A8EAA4DD6.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/2/5/25d248e19fb677b38ab25f10403f77a691342a57.png) ---
**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\ **Post date:** [March 3, 2021, 10:55am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/10 "2021-03-03T10:55:25Z")
Hi @KD0, The email address highlighted in your screenshot is a fallback email address. Currently, this fallback email is used for sending emails (see checkbox on the left). The test email you just sent to yuor personal Gmail inbox probably came from this fallback email address. As a next step, I’d try to remove to delete the email address you were trying to connect as a channel under _Settings_ \> _Inbox_ \> _Inboxes_ and then re-connecting it, paying close attention to the instructions in each step. Unfortunately, documentation on inboxes/conversations is not very detailed, otherwise it would be easier and faster to get to a solution. Best regards! ---
**Author:** ![KD0](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kd0/32/97852_2.png) [@KD0](https://community.hubspot.com/u/KD0)\ **Post date:** [March 9, 2021, 8:31am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/11 "2021-03-09T08:31:09Z")
Hello @karstenkoehler Sorry for not having replied sooner. Thanks for your advice, I still haven’t managed to fix the issue because I’m waiting for some colleagues to assist, but I’ll get back to you when it’s done 🙂 ---
**Author:** ![JNathan5](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jnathan5/32/48852_2.png) [@JNathan5](https://community.hubspot.com/u/JNathan5)\ **Post date:** [July 16, 2021, 10:06am UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/12 "2021-07-16T10:06:02Z")
I am having a similar issue, sales team could not help me… I connected my personal email with no issue, however when I went to connect my shared email, it would not work. I deleted my personal email per the instructions from the sales girl, and added my shared email box, I then went to add my personal email, and it defaults to the shared email box which is massively frustrating!! Any help would be insane! ---
**Author:** ![PamCotton](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/pamcotton/32/47916_2.png) [@PamCotton](https://community.hubspot.com/u/PamCotton)\ **Post date:** [July 16, 2021, 9:34pm UTC](https://community.hubspot.com/t/connected-email-channels-dont-work/32584/13 "2021-07-16T21:34:01Z")
Hello @JNathan5, I see connected as personal the same email associated with your Community user. Currently, it is not possible to use a single email account as both your personal email and team email in HubSpot. I wanted to share this[knowledge base here](https://knowledge.hubspot.com/connected-email/choose-an-inbox-connection)that may help with steps to connect your inbox. Kindly, Pam