Create a user with an email alias/reflector

Service Tickets & Conversations
1

What we need:
We need a HubSpot user account linked to an email reflector.

Why we need it:

We have several software developers who rotate handling support requests. We cannot afford seats for each of these developers and need, instead, a shared account for our developers to access and look at tickets.

What we’re running into:

We created an account in Hubspot Service Desk with the appropriate email reflector in the user profile. When Hubspot sends an invitation email to that team email address, the email fails to deliver and we receive the following message.

Screenshot 2025-10-07 at 4.16.22 PM.png
Screenshot 2025-10-07 at 4.16.22 PM.png816×284 40.3 KB

How can we troubleshoot this so that we can accept the invitation email?

Thanks,

Aaron Simon

Product Operations Manager

Lumen Learning

2

Hey @ASimon34 - thanks so much for posting in the Community!
As a next step, can you please click the “Learn More” link in your screenshot and provide a link to the knowledge base article that this opens? I’d like to see what details this may be referencing to troubleshoot the issue!
Shane, Senior Community Moderator

3

Hi Shane,

Still working on that - we’ve got a few people trying to solve the issue, so wires are getting a little crossed.

In the meantime, this is what one of my colleagues received from their support ticket:

Thanks for the details—I’ve checked HubSpot’s delivery logs for [email] and there’s no bounce on our side, so the invite is likely being filtered before it reaches the inbox.
Do this next:

  1. Resend the user invite now to [email].
  2. Ask the recipient to check Spam/Junk and any quarantine/email security portal for the invite.
  3. Have their IT allowlist HubSpot system emails and retry the send (safelisting typically resolves first‑time invites blocked by security).
  4. If it still doesn’t arrive, reply with the resend time (including timezone) and any bounce/NDR message so I can run deeper delivery diagnostics.

Verification: After you resend, please confirm whether the invite lands within 5–10 minutes so I can advise on next steps.You can also use this link to set up the account: Someone invited you to their HubSpot portal

We used the link provided above and the invitation email did not deliver. If it helps, we’re using Google Groups to manage the email address. I’ve also sent the following to our dev-ops/IT team to try and solve the issue:

Add your sending IP addresses and hubspotemail.net to your network-level allowlist to ensure that all of HubSpot’s in-app communications get delivered by your company’s server.

  • Marketing Hub tools: 54.174.59.200, 54.174.60.186
  • Sales Hub tools:
  • Service Hub tools: 54.174.59.92/30, 18.208.124.253, 18.208.124.254
  • Conversations inbox: 54.174.61.28, 54.174.61.29, 54.174.61.30, 54.174.61.31
  • Additional tools: 108.179.150.0/27, 108.179.150.64/27, 108.179.153.100/30, 108.179.153.104/29, 108.179.153.112/30.

If you’re using an email security software (e.g., Mimecast), you can allowlist by adding HubSpot to your SPF record.

Thanks for taking a look!

- Aaron Simon