Hello,
Any replies to my logged emails are not showing in HubSpot. I’ve read the guidelines as suggested, and I meet all the requirements. I am sending through the Hubspot Sales login in Outlook 365.
When I send a test email to my personal gmail account, and then reply, the reply is showing in Hubspot. I don’t get it. Please help!
Thank you,
Laurel
@LHermann Happy to help figure out what’s going on.
To confirm, when you receive a reply from a customer it is visible in Outlook, but not on their contact record in HubSpot? Yet when you test it with your own email, it is visible in both?
Hello Jennifer, thank you for your help. Yes, that is correct.
You’re welcome @LHermann, happy to help figure out what’s going on.
When you are sending to your HubSpot contacts from Outlook to email, are both the log and track settings selected?
And can you see the BCC email in the BCC field of the email you’ve sent?
Does your sent email show on the corresponding contact record in HubSpot?
When you are sending to your HubSpot contacts from Outlook to email, are both the log and track settings selected? Yes, both checkboxes are checked.
And can you see the BCC email in the BCC field of the email you’ve sent? Yes, I see the bcc email
Does your sent email show on the corresponding contact record in HubSpot? Yes, my sent email shows.
Thank you@LHermann, very interesting, especially since it is working for some contacts (like your personal gmail) and not others.
@trevordjones any ideas here?
Hi @LHermann and thanks for the tag @Jnix284 !
There are a few possible cases where email logging might not work, here are two that come to mind that haven’t been mentioned yet in this thread:
1.) Is the recipient’s email address is actually an alias? If the reply comes from an address other than the one saved in HubSpot emails won’t log. Just because it looks like the reply comes from the same email address on the surface, doesn’t mean it did. You should take a look at the message headers to see what the actual email address is that the reply is coming from. But it sounds like this is happening with more than one or two different organizations for you so that may not be it.
2.) If legal basis to communicate is turned on in GDPR settings in your HubSpot portal, this will prevent you from logging emails. Its possible that legal basis is set to yes for your personal account, which you have probably used to test a form, but not for your customer accounts. Logging will not work without legal basis checked if you have this turned on.
Another thing you may already have tried is removing and reinstalling the Outlook 365 integraiton, in case something is corrupted with your current installation.
If these don’t work, let me know. It may seem like we’re playing whack-a-mole, but there are a lot of possibilities and it may take a little trial and error to solve it.
Thank you @trevordjones appreciate your insights! 
Were you able to figure this out? I’m experiencing the same issue
Hi @AngelaCG can you confirm you’re using the correct extension for outlook? VSTO support ended and that may be the cause of the issue with emails not logging.