Have you confirmed your server and port information with your IT team? You should be able to connect your Office 365 account using that information. If you still have the issue after confirming the information, can you please send along the information outlined in this article? That information will help us advise on next steps.
5. a) email address - manually b) password - manually c) port information (under advanced settings) - autopopulated (incorrectly) then corrected manually
You can share the HAR file with me directly-no need to share it publicily as we do want to keep your information private!
Can you try connecting your inbox through the Office365 connection instead of IMAP? It looks like your email address is hosted by O365 so I am curious to see if you have better results with that connection.
I am also going to share all of this information with the support team to see if they can provide any additional insight as well.
Please let me know how you get on with the O365 connection and we can go from there.
Hi @jennysowyrda, thanks for the help and quick reply!
I have the primary address for the account (chris@cadoolabs.com) configured through the Office 365 Integration (works great!). The problem only comes when integrating the shared mailboxes which requires the IMAP configuration -- mainly because I don’t have an opporunity to pick the shared mailbox address when using the Office 365 method.
And sorry, noob question, how do I share the HAR file with you? Is there some way to direct message here?
Thanks for that information regarding the O365 option. I’m going to partner with the support team for this one to get next steps regarding the shared inbox situation.
I’m also going to direct message you so that you can reply to send me the har file!
I have same problem, while integrating email with Office 365 only main email adress can be intergarted, however I have another 2 shared emails adresses that I use and need to integrate with Hubspot. Please advise.
Hey @jennysowyrda, any chance there is some good news on this front? We’re ramping up our sales pipeline and this would be incredible helpful to have!
We have tried using the BCC address but it doesn’t work, which makes sense because the email address differs, so we’re pretty much stuck with copy & paste / manual notes
Intergation with shared inbox in Office 365 will not work, a solution is to purchase another licence of Microsoft Exchange for 3.4 Eur/month per mailbox and problem solved.
Thanks for the suggestion @Artur however it will not work for our company.
I have multiple mail clients integrated with shared mailboxes through IMAP so I’m hoping one of the engineers at HubSpot can debug whatever little change is needed to make it work.
Thank you for your patience! I’ve been working with our developers regarding this, and essentially the root of the issue is that you are trying to connect an Office 365 hosted email through IMAP. As far as the shared inbox, there shouldn’t be anything interferring with the functionality of using a shared inbox through the O365 connection. Have you partnered with your IT team regarding this connection issue? As they know the ins and outs of your connection and email hosting services, they will be the best resource in terms of what limitations are inteferring with the shared inbox.
If you continue to have this issue after working with your IT team, can you send along any additional information regarding your inbox set up, or the customizations around your email server settings?
Hi @jennysowyrda, thanks for helping to get to the bottom of this!
I want to confirm that the IMAP connection settings I’m using are correct. For example, the Android Email app is working to send/receive without issue. As a test, I just used the same IMAP settings to set-up an Apple Mail client and they worked without issue. The problem is definitely somewhere in the HubSpot backend (I use the same settings in HubSpot and I get the various errors above).
Is it possible the username value is being parsed incorrectly in HubSpot (as it is a little weird to have the “/” in it?)
Hi @jennysowyrda, is there any way I can get in touch with support directly? Our sales are ramping up and it is very painful that this IMAP integration isn’t working!
I am in the midst of communicating with the team regarding your inquiry and they are actively investigating it on their end. I have not heard back with next steps, but once I have I will reach out with those.
As you are a Sales Pro user you do have access to HubSpot Support.
Thanks for reaching out! I am still working with the developers regarding this matter and awaiting next steps from them. Once I have any update, I will reach out.
Just wondering if this was fixed or there was a specific route to getting it to work? I’m having difficulty connecting with a shared mailbox through IMAP.
Looks like the resolution to this problem has stalled. My team uses a shared inbox to manage quote requests and interact with customers. It will be great if HubSpot will work with a Office 365 shared mailbox.
We are trying to integrate a non O365 shared mailbox with IMAP and are unable to connect. We successfully set up a non-shared mailbox (also non O365) using IMAP, but trying to connect a shared mailbox instantly sends an “Unable to create inbox for this user.” Error.
It seems to be a shared mailbox integration issue. I will be reaching out to our HS representative.
