# Forwarding Emails Not Working. **URL:** \ **Category:** Outlook Sales Extension\ **Tags:** sales-email, integrations, free\ **Created:** [December 14, 2020, 12:57pm UTC](https://community.hubspot.com/t/forwarding-emails-not-working/29131 "2020-12-14T12:57:58Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![David\_Alexander](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/david_alexander/32/29892_2.png) [@David\_Alexander](https://community.hubspot.com/u/David_Alexander)\ **Post date:** [December 14, 2020, 12:57pm UTC](https://community.hubspot.com/t/forwarding-emails-not-working/29131/1 "2020-12-14T12:57:58Z")
I am getting an Undeliverable error whenever I auto forward emails to my forwarding address. I have added the Hubspot address into the auto forwarding section of Outlook web. I have also connected my email address through HubSpot and have installed the Outlook app. I can forward emails manually and they are logged correctly. I only get the error when I attempt to auto forward. ---
**Author:** ![NicoleSengers](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/nicolesengers/32/30704_2.png) [@NicoleSengers](https://community.hubspot.com/u/NicoleSengers)\ **Post date:** [December 14, 2020, 3:25pm UTC](https://community.hubspot.com/t/forwarding-emails-not-working/29131/2 "2020-12-14T15:25:40Z")
Hi David Only Outlook365 users are able to have these emails automatically forwarded - are you perhaps using any other version? ---
**Author:** ![David\_Alexander](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/david_alexander/32/29892_2.png) [@David\_Alexander](https://community.hubspot.com/u/David_Alexander)\ **Post date:** [December 14, 2020, 3:27pm UTC](https://community.hubspot.com/t/forwarding-emails-not-working/29131/3 "2020-12-14T15:27:47Z")
I believe it is Outlook 365 I’m using. I installed it from my Office 365 account. ---
**Author:** ![NicoleSengers](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/nicolesengers/32/30704_2.png) [@NicoleSengers](https://community.hubspot.com/u/NicoleSengers)\ **Post date:** [December 14, 2020, 3:34pm UTC](https://community.hubspot.com/t/forwarding-emails-not-working/29131/4 "2020-12-14T15:34:19Z")
I know this is a lot but the following may help… ### Requirements to log replies to the CRM using the forwarding address Your email must meet the following criteria in order to be logged in the CRM: - You’re forwarding the individual reply email (not other parts of the email chain). The forwarded message header generated by your email client must be present: - The email address you’re using to send the forwarded email must be one of the following: - The contact’s email is not listed in your [Never Log list](https://knowledge.hubspot.com/articles/kcs_article/settings/how-do-i-prevent-logging-to-specific-emails-and-domains). - If the person that sent you the original email isn’t in your CRM, forwarding the message will create a contact record, as long as their email or email domain isn’t listed in your [Never Log list](https://knowledge.hubspot.com/articles/kcs_article/settings/how-do-i-prevent-logging-to-specific-emails-and-domains). - The forwarded message must be in one of [HubSpot’s supported languages.](https://knowledge.hubspot.com/account/which-languages-are-hubspots-support-and-services-available-in) - The forwarded message must include both the HTML and plain text section of the email. - Your email server must allow external forwarding. If your forwarded email meets the above requirements but is still not logging to HubSpot, your email client is incompatible with HubSpot’s forwarding feature. There is no standard formatting for a forwarded email. If HubSpot is unable to process your email format, the email will not log to HubSpot. ---
**Author:** ![David\_Alexander](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/david_alexander/32/29892_2.png) [@David\_Alexander](https://community.hubspot.com/u/David_Alexander)\ **Post date:** [December 14, 2020, 3:36pm UTC](https://community.hubspot.com/t/forwarding-emails-not-working/29131/5 "2020-12-14T15:36:51Z")
I should also probably add that it was successfully working for at least 4/5 months before I started getting the undeliverable messages. I didn’t make any changes when it stopped working. A manual forwarding of the email will always work correctly. ---
**Author:** ![NicoleSengers](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/nicolesengers/32/30704_2.png) [@NicoleSengers](https://community.hubspot.com/u/NicoleSengers)\ **Post date:** [December 14, 2020, 3:50pm UTC](https://community.hubspot.com/t/forwarding-emails-not-working/29131/6 "2020-12-14T15:50:24Z")
Maybe it is just a caching issue and you need to clear cahe? If not this thread talks through some of the issues and can be used for troubleshooting - [https://community.hubspot.com/t5/Outlook-Sales-Extension/Forward-email-not-working/m-p/8816#M30](https://community.hubspot.com/t5/Outlook-Sales-Extension/Forward-email-not-working/m-p/8816#M30)