# Unauthorized message when opening emails

**URL:** <https://community.hubspot.com/t/unauthorized-message-when-opening-emails/79905>\
**Category:** Gmail Sales Extension\
**Tags:** free\
**Created:** [April 24, 2023, 9:11am UTC](https://community.hubspot.com/t/unauthorized-message-when-opening-emails/79905 "2023-04-24T09:11:43Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![JScott36](https://avatars.discourse-cdn.com/v4/letter/j/e68b1a/32.png) [@JScott36](https://community.hubspot.com/u/JScott36)\
**Post date:** [April 24, 2023, 9:11am UTC](https://community.hubspot.com/t/unauthorized-message-when-opening-emails/79905/1 "2023-04-24T09:11:43Z")

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I’ve got the Hubspot chrome extension and am logged in to the Gmail integration which is working fine in general. However, when I open an email I get this error message saying ‘unauthorized’. Does anyone know how to resolve this?

 ![Screenshot 2023-04-24 at 10.05.10.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/1/d/1da36aa00e890f50fc926a655e3f99199ac53d8a.png)

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**Author:** ![MiaSrebrnjak](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/miasrebrnjak/32/10_2.png) [@MiaSrebrnjak](https://community.hubspot.com/u/MiaSrebrnjak)\
**Post date:** [April 25, 2023, 2:41pm UTC](https://community.hubspot.com/t/unauthorized-message-when-opening-emails/79905/2 "2023-04-25T14:41:31Z")

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Hi @JScott36,

Thank you for reaching out to the Community!

This is an interesting error, I haven’t seen it before! Does this happen when you try to open a message or when you click on an email address? Do you see any additional information about the error in the network tab ([instruction here](https://blog.hubspot.com/customers/troubleshooting-network-tab#:~:text=Step%201%3A%20Inspect%20the%20Page))?

There are a couple of troubleshooting steps you could try:

- [Update](https://knowledge.hubspot.com/email-tracking/troubleshooting-the-hubspot-sales-chrome-extension#updates) Chrome & the HubSpot Sales extension,
- clear cache & cookies,
- make sure the extension is [allowed in Chrome,](https://knowledge.hubspot.com/email-tracking/troubleshooting-the-hubspot-sales-chrome-extension#updates:~:text=Make%20sure%20the%20extension%20is%20allowed%20in%20Chrome%3A)
- check if there’s a conflicting extenstion ([instruction here](https://knowledge.hubspot.com/email-tracking/troubleshooting-the-hubspot-sales-chrome-extension#accessibility:~:text=browsing%20data.-,Turn%20off%20conflicting%20Chrome%20extensions,-Some%20Chrome%20extensions)),
- [reinstall the extension.](https://knowledge.hubspot.com/email-tracking/how-do-i-uninstall-hubspot-sales)

I hope this helps!

Cheers  
Mia, Community Team

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**Author:** ![JScott36](https://avatars.discourse-cdn.com/v4/letter/j/e68b1a/32.png) [@JScott36](https://community.hubspot.com/u/JScott36)\
**Post date:** [April 25, 2023, 2:56pm UTC](https://community.hubspot.com/t/unauthorized-message-when-opening-emails/79905/3 "2023-04-25T14:56:17Z")

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Thanks Mia - it was happening when opening an email. I reinstalled the  
extension and it continued to happen for a short period of time but has now  
stopped so all fine …

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**Author:** ![MiaSrebrnjak](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/miasrebrnjak/32/10_2.png) [@MiaSrebrnjak](https://community.hubspot.com/u/MiaSrebrnjak)\
**Post date:** [April 26, 2023, 2:53pm UTC](https://community.hubspot.com/t/unauthorized-message-when-opening-emails/79905/4 "2023-04-26T14:53:00Z")

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Got it, I’m glad that it’s working as intended now! Thanks for getting back to me! 🙂