# Login screen won't accept credentials **URL:** \ **Category:** Outlook Sales Extension\ **Created:** [January 17, 2019, 11:31pm UTC](https://community.hubspot.com/t/login-screen-wont-accept-credentials/12364 "2019-01-17T23:31:28Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![brianm01](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/brianm01/32/76463_2.png) [@brianm01](https://community.hubspot.com/u/brianm01)\ **Post date:** [January 17, 2019, 11:31pm UTC](https://community.hubspot.com/t/login-screen-wont-accept-credentials/12364/1 "2019-01-17T23:31:28Z")
I have extension downloaded and active in Outlook Live, but when I click the Hubspot icon, fill in the user and password and ‘login’, I am just brought back to the same login screen (on the far right of my Outlook screen) with empty user and password boxes. It simply is not accepting them. I have no problem logging in the CRM from a browser. ---
**Author:** ![Jenny](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jenny/32/24_2.png) [@Jenny](https://community.hubspot.com/u/Jenny)\ **Post date:** [January 22, 2019, 6:03pm UTC](https://community.hubspot.com/t/login-screen-wont-accept-credentials/12364/2 "2019-01-22T18:03:32Z")
Hi @brianm01 , Can you please share screenshots of where you are getting stuck? Additionally, I would recommend going through the steps outlined [here as a starting point.](https://knowledge.hubspot.com/articles/kcs_article/email-tracking/troubleshooting-the-hubspot-sales-office-365-add-in) You can also try the steps outlined [here](https://knowledge.hubspot.com/articles/kcs_article/email-tracking/why-do-i-have-to-log-in-to-hubspot-sales-every-time-i-open-outlook). If you can also share what version of Outlook you’re using, that would be great. Thank you, Jenny ---
**Author:** ![brianm01](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/brianm01/32/76463_2.png) [@brianm01](https://community.hubspot.com/u/brianm01)\ **Post date:** [January 28, 2019, 8:00pm UTC](https://community.hubspot.com/t/login-screen-wont-accept-credentials/12364/3 "2019-01-28T20:00:14Z")
Hi Jenny - following up on my prior post here … When Outlook opens, I’m presented with a popup prompting me to ‘Select your HubSpot account’, although there are no options in the drop-down presumably because I only have one account. If I close this popup and proceed to attempt using the Outlook extension, I get another popup saying it didn’t load properly. See the two screenshots attached. Any direction will be appreciated 🙂 ---
**Author:** ![brianm01](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/brianm01/32/76463_2.png) [@brianm01](https://community.hubspot.com/u/brianm01)\ **Post date:** [January 28, 2019, 8:25pm UTC](https://community.hubspot.com/t/login-screen-wont-accept-credentials/12364/4 "2019-01-28T20:25:51Z")
**Apologies - I didn’t upload the screenshots** **[01.28.2019-15.24.26 - TechSmith Screencast](https://www.screencast.com/t/eBUsQDVqo9)** **[01.28.2019-15.25.35 - TechSmith Screencast](https://www.screencast.com/t/Zhk8jXQ1Jam)** Hi Jenny - following up on my prior post here … When Outlook opens, I’m presented with a popup prompting me to ‘Select your HubSpot account’, although there are no options in the drop-down presumably because I only have one account. If I close this popup and proceed to attempt using the Outlook extension, I get another popup saying it didn’t load properly. See the two screenshots attached. Any direction will be appreciated 🙂 ---
**Author:** ![Jenny](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jenny/32/24_2.png) [@Jenny](https://community.hubspot.com/u/Jenny)\ **Post date:** [January 29, 2019, 10:57pm UTC](https://community.hubspot.com/t/login-screen-wont-accept-credentials/12364/5 "2019-01-29T22:57:03Z")
Hi @brianm01, Thanks for the screenshots. Can you please confirm you went through the steps in the two articles I shared previously? Additionally, can you please try going into your settings\>integrations\>email integrations\>hubspot extensions\>and then looking under sync settings to ensure you’ve selected the right portal for your sync? If you can share a screenshot confirming that, that would be great! Thank you, Jenny ---
**Author:** ![brianm01](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/brianm01/32/76463_2.png) [@brianm01](https://community.hubspot.com/u/brianm01)\ **Post date:** [January 30, 2019, 6:29pm UTC](https://community.hubspot.com/t/login-screen-wont-accept-credentials/12364/6 "2019-01-30T18:29:02Z")
Hi Jenny – I had followed the steps provided in your prior email, to no avail. However – I followed your instructions to check the sync setting, and even though everything looked fine (screenshot link attached), I downloaded and installed the extension again, and I clicked the ‘Resync’ button ……. MAGIC! Suddenly no more exclamation point on my extension icon, and I can log out and back in again with any popups telling me it’s all gone wrong. Not sure what we’ve done here – but it worked!!! Thanks for all your assistance and attention to this – it makes a world of difference 😊 > **[01.30.2019-12.56.27](https://app.screencast.com/Ha9IJQEPfuM1C)** > > World's leading screen capture + recorder from Snagit + Screencast by Techsmith. Capture, edit and share professional-quality content seamlessly.