# That email address doesn't exist **URL:** \ **Category:** Outlook Sales Extension\ **Tags:** free\ **Created:** [November 25, 2022, 10:12am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987 "2022-11-25T10:12:33Z")\ **Posts on this page:** 15\ **Page:** 1
**Author:** ![salsmithy](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/salsmithy/32/76463_2.png) [@salsmithy](https://community.hubspot.com/u/salsmithy)\ **Post date:** [November 25, 2022, 10:12am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/1 "2022-11-25T10:12:33Z")
Does anyone get the message ‘That email address doesn’t exist’ when trying to log in to the outlook sales extension. For ages I was logging in fine and then it just stopped working. The email and password is correct (I am logged into Hubspot using them). I’ve deleted the add in and reinstalled it and it gives me the same message. ---
**Author:** ![TitiCuisset](https://avatars.discourse-cdn.com/v4/letter/t/8baadc/32.png) [@TitiCuisset](https://community.hubspot.com/u/TitiCuisset)\ **Post date:** [November 28, 2022, 8:33am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/2 "2022-11-28T08:33:54Z")
Hi @salsmithy Thank you for reaching out! This looks strange. Could you check if your sync account in your extension settings in HubSpot is set to the correct HubID? You can do that by following [these steps](https://knowledge.hubspot.com/connected-email/manage-your-hubspot-sales-extension-settings#sync-account). Hope that helps. Have a lovely day, Tiphaine. ---
**Author:** ![salsmithy](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/salsmithy/32/76463_2.png) [@salsmithy](https://community.hubspot.com/u/salsmithy)\ **Post date:** [June 29, 2023, 9:24am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/3 "2023-06-29T09:24:38Z")
seems as if I can’t get to the settings unless I’m logged in which I obviously can’t do ---
**Author:** ![Dhemes](https://avatars.discourse-cdn.com/v4/letter/d/5daacb/32.png) [@Dhemes](https://community.hubspot.com/u/Dhemes)\ **Post date:** [December 19, 2022, 6:33am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/4 "2022-12-19T06:33:46Z")
A non-existent email address is an email address that is no longer in use. This could be due to the domain that email is associated with being no longer being operational or the user having left the organization that assigned them that address Regards, Will ---
**Author:** ![salsmithy](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/salsmithy/32/76463_2.png) [@salsmithy](https://community.hubspot.com/u/salsmithy)\ **Post date:** [December 19, 2022, 7:20am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/5 "2022-12-19T07:20:04Z")
It’s my email log in which is totally valid ---
**Author:** ![salsmithy](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/salsmithy/32/76463_2.png) [@salsmithy](https://community.hubspot.com/u/salsmithy)\ **Post date:** [June 28, 2023, 6:46pm UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/6 "2023-06-28T18:46:47Z")
Hi no, this was never resolved and it’s still doing it. V annoying ---
**Author:** ![JonahZacks](https://avatars.discourse-cdn.com/v4/letter/j/ed8c4c/32.png) [@JonahZacks](https://community.hubspot.com/u/JonahZacks)\ **Post date:** [June 28, 2023, 6:56pm UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/7 "2023-06-28T18:56:05Z")
Is there any way to get into an account that’s facing this issue? ---
**Author:** ![salsmithy](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/salsmithy/32/76463_2.png) [@salsmithy](https://community.hubspot.com/u/salsmithy)\ **Post date:** [June 29, 2023, 9:13am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/8 "2023-06-29T09:13:48Z")
For me it is only happening when I try and use the Sales Tool plug in. I haven’t worked out how to get around it so I just can’t use it any more ---
**Author:** ![kvlschaefer](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kvlschaefer/32/71076_2.png) [@kvlschaefer](https://community.hubspot.com/u/kvlschaefer)\ **Post date:** [June 29, 2023, 9:26am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/9 "2023-06-29T09:26:39Z")
Hi @salsmithy, I apologize for any business impact this may be causing. Can you please confirm if you are using the Outlook Sales Desktop Add-In or the HubSpot Sales Office 365 Add-In? Thank you, Kristen ---
**Author:** ![salsmithy](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/salsmithy/32/76463_2.png) [@salsmithy](https://community.hubspot.com/u/salsmithy)\ **Post date:** [June 29, 2023, 9:29am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/10 "2023-06-29T09:29:05Z")
365 add in on the pwa office 365 app ---
**Author:** ![kvlschaefer](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kvlschaefer/32/71076_2.png) [@kvlschaefer](https://community.hubspot.com/u/kvlschaefer)\ **Post date:** [June 30, 2023, 8:42am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/11 "2023-06-30T08:42:23Z")
Hi @salsmithy, Thank you for these details Can you confirm if the [HubSpot account in your Office 365 Add On settings](https://knowledge.hubspot.com/email-tracking/customize-your-hubspot-sales-office-365-add-in#hubspot-account) matches your HubSpot account? Thank you! Best, Kristen ---
**Author:** ![salsmithy](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/salsmithy/32/76463_2.png) [@salsmithy](https://community.hubspot.com/u/salsmithy)\ **Post date:** [June 30, 2023, 9:22am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/12 "2023-06-30T09:22:24Z")
I don’t seem to be able to get to the settings unless i log in and I can’t log in? ---
**Author:** ![kvlschaefer](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kvlschaefer/32/71076_2.png) [@kvlschaefer](https://community.hubspot.com/u/kvlschaefer)\ **Post date:** [June 30, 2023, 2:39pm UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/13 "2023-06-30T14:39:34Z")
Hi @salsmithy, I just wanted to make sure I’m understanding, it sounds like you are not able to log in to your settings on the Office 365 extension because it’s showing an error. Is that correct? Could you please share a screenshot of what you’re seeing on your end? Thank you! Best, Kristen ---
**Author:** ![salsmithy](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/salsmithy/32/76463_2.png) [@salsmithy](https://community.hubspot.com/u/salsmithy)\ **Post date:** [July 3, 2023, 9:38am UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/14 "2023-07-03T09:38:25Z")
if I’m in the app it doesn’t do anything just reverts back to the log in page after I’ve logged in ![salsmithy_0-1688377015634.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/3/4/34c8c21b4a166fa1fdecc6b6e32e7ec3e7b225d8.png) if I’m not on the app but on the web it gives me this ---
**Author:** ![kvlschaefer](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kvlschaefer/32/71076_2.png) [@kvlschaefer](https://community.hubspot.com/u/kvlschaefer)\ **Post date:** [July 11, 2023, 3:16pm UTC](https://community.hubspot.com/t/that-email-address-doesnt-exist/69987/15 "2023-07-11T15:16:53Z")
Hi @salsmithy, Thank you for this information. This does sound strange indeed! Can I please have you fill out [this form](https://knowledge.hubspot.com/account/why-can-t-i-log-into-hubspot#login-form) at the bottom of this [knowledge base article](https://knowledge.hubspot.com/account/why-can-t-i-log-into-hubspot#)? A member of our technical support team will be in touch to troubleshoot this login matter. Thank you, Kristen