Issue with Custom Inbox Integration: FETCH_INBOXES_FAILED Error

[PMicromovilid]

Hello HubSpot Community,

I am developing an app that connects HubSpot’s inbox with Guesty. I have already completed the documentation, created the app, set up authentication, and configured the custom channel successfully. I am a Super Admin in the account.

The app connects correctly, but when I check the connection details in HubSpot’s inbox, I get the following error:

e463784f1e9748299eaab0b9ffb818fb - Error Code: FETCH_INBOXES_FAILED

Despite the authentication and app setup being complete, the integration neither sends nor receives messages. Interestingly, when tested in a sandbox account, everything works perfectly.

I am working with a Sales Hub Enterprise account. What could be causing this issue? Is there anything I might be missing to ensure a successful integration?
I have attached an image of the error for reference.

Any insights would be greatly appreciated!

Thank you.

@Jaycee_Lewis

[Jaycee_Lewis]

Hey, @PMicromovilid Thanks for the tag. In this case, I don’t have an answer. The fact that it works in one portal but not another is our biggest clue. The correlation IDs aren’t usable publicly nor does the community team have access to any endpoints that could interpret them, unfortunately.

Questions that come to mind:

1. By “sandbox account”, do you mean a developer test account or a Sandbox (created from an Enterprise production portal)? Sometime folks use sandbox in different ways

2. Are you a Super Admin in both the working “sandbox” portal AND the non-working Enterprise portal?

3. Have you noticed any other differences between the two environments?

I’ll leave this open for other community members who might have encountered this specific error.

Thanks!​​​​​​​​​​​​​​​​ — Jaycee