Can't add User email

[Andries]

hi guys

I'm a Solutions Partner, and would actually like a Live Chat function,but I'm struggling to add Users of my Clients' Accounts who I've setup workflows on the their CRM free setup. I presume it's because their email is already saved as a Contact in my instance , or not sure.

I want them to sign in, so I can then take them through the workflow.

Any ideas/ solutions , would be appreciated.

A

[ShawnAdamo]

I know my enail name and password (I can access it outside Hubspot). x is a gmail account. Hybspot will NOT get signed in. Keeps telling me password is not correct.?

[sharonlicari]

Hi @ShawnAdamo 

In order to investigate this issue could you please try the following steps:

• Can you try logging into your HubSpot account using a private browser session/new incognito window. If you are able to login in this environment than its likely a caching issue. You will then need to clear your cache following this article then log out and log back in.
• If that does not work, can I have you try a different browser to see if this is browser specific?
• Certain extensions have been known to directly impact some of the tools within HubSpot. I would recommend disabling your browser extensions one by one to see if any of them are causing a backend conflict. Could you please disable your extensions? You can find here how to do this.

If this doesn't work, could you please share with me a screenshot with the error message?

Thanks

Sharon

[kaitscott]

Hi there,

If an email address already exists as a contact in your HubSpot software's contact database, this shouldn't prevent them from being added as a user. Are you seeing any error messages when you try to add new users? If you can take a screenshot, that would be helpful. Thanks!

[Andries]

Hi Kait

See attached. 

I follow all the steps as per this post.

https://knowledge.hubspot.com/getting-started-with-the-crm-and-sales/how-to-add-users-to-your-hubspo...

[kaitscott · Accepted solution]

Hi there, thanks for that!

It looks like there may be a space in front of the email address, so " annua@nedrock.com" rather than "annua@nedrock.com." This could happen if you were copying and pasting the email address from another source, rather than typing it in the field directly. May I have you check to make sure there are no leading or trailing spaces around the email address when trying to add them as a user?

[Andries]

Hi Kait , that seem to have been the issue. Apostrophes were there, but doesn't show.

[MichaelTelep]

I have the same problem!

I cannot connect to my email anymore since I moved to Outlook365! I need to send emails from hubspot but it says:
"This email is not integrated with HubSpot. Go to your settings to sync your email." in the tooltip and "The connection for michael.franz@teleperformance.com is currently disabled. You must enable it before you can use it to send emails from your CRM."

How can I get it connected, please help!

Thanks

[kaitscott]

Hi Michael, what you are experiencing is different from what is being discussed in this thread. Please follow the instructions here to connect your inbox: https://knowledge.hubspot.com/articles/kcs_article/email-notifications/how-to-connect-your-email-inb..., and if you are still experiencing problems after following that guide, please post a new message on the "Email (Outlook)" board here: https://community.hubspot.com/t5/Email-Outlook/bd-p/sales_outlook