Sequence is greyed out in Gmail

Smart CRM & Sales Hub Sales Email
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I am trying to enroll contacts in a sequence and it’s not letting me. I’ve tried different contacts and it doesn’t change anything. I have not touched anything in my settings since sequences used to work for me. How can I fix this?

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Hi @ARoulston ,

It seems like you’re referring to the sequence option in Gmail sales extension tool, is that correct?
I suggest trying to enroll the contacts directly from within HubSpot to determine if the issue lies with the extension or if there’s a broader issue within HubSpot itself. Here are some steps you can follow for both scenarios:

Extension Tool Only:

  • Check HubSpot Sales Extension: Ensure that the HubSpot Sales Extension is installed. If it’s already installed, try disabling and re-enabling it, or reinstalling the extension to reset its settings.
  • HubSpot Permissions: Verify that your HubSpot user account has the necessary permissions to use sequences. Permissions can sometimes change, especially in managed team environments.

HubSpot As Well: If you can’t send sequences from within HubSpot either, please check the following:

  • Subscription: You must have an assigned Sales Hub or Service Hub Professional or Enterprise seat to enroll contacts in sequences. Please ensure that your subscription is active and has not expired.
  • Contact Re-enrollment: Each contact can only be enrolled in one sequence at a time. To enroll a contact in a different sequence, they must first be unenrolled from any current sequence. Check the contact’s current enrollments.
  • API Limits: If your organization sends a high volume of emails through sequences, you might be hitting daily API limits set by HubSpot, which can temporarily disable further enrollments.
  • Contact Email Addresses: Make sure that the contacts you are trying to enroll have valid email addresses and are not marked as “unsubscribed” or “bounced” in HubSpot.

By following these steps, you should be able to identify the root cause of the issue and take appropriate action. If the problem persists, consider reaching out to HubSpot support for further assistance.

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@ARoulston the most likely cause of this is a change to your subscription or access to a paid seat. Can you confirm your user permissions with your admin to verify you still have a paid sales seat?

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Confirming my access is still a sales pro seat.

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@ARoulston are you able to access sequences for this contact via HubSpot directly (not the gmail extension)?

If so, since you have a paid subscription, I would reach out to HubSpot Support directly for further guidance as this appears to be limited to your account (I can’t recreate the issue).

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Thanks, I’ll do that now!

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You’re welcome, hopefully they can get it resolved quickly for you!