Hi everyone,
Have you sent or received an email in your personal inbox connected to HubSpot, but it didn’t log as expected in the CRM?
If so, you’re likely eager to understand what happened, and you’ll probably reach out to HubSpot Support.
To help us investigate, we’ll need one key piece of information from you: the email headers (or email headers in English).
These contain detailed information about the email’s structure, and they usually help us identify why the email wasn’t logged in the CRM.
That’s why I’m sharing the video below, which shows you how to collect email headers in Gmail — both for a sent email and for an email received in your personal inbox connected to HubSpot.
https://play.vidyard.com/fs2qnxAEAtne8NEHJ1DsLT.html?
If you use Outlook, you can also follow these instructions to collect email headers using that email provider.
Once you’ve collected the email headers, you can send them to us in your support ticket so we can analyze them and explain why the email wasn’t logged in HubSpot.
I hope this is helpful! Feel free to reach out via Help > Contact Support if you need assistance, or if you don’t have access to Support, you can reply to this post to ask for help with this 
Resources for further reading
Requirements for logging an email in HubSpot
Log emails with the HubSpot Sales Chrome Extension