Can't connect my personal email

[levelchart8]

When I try to connect my personal email (Office 365), it says "Sorry. HubSpot couldn't connect to your inbox."

When I "share this message with IT" it says the message is "undefined"

Support told me to post here.

I have no idea what to do.

[KLallemont]

One of my users is having this same issue. They are not trying to connect with the add-in they are just trying to connect their email to hubspot like in this post. https://knowledge.hubspot.com/connected-email/connect-your-inbox-to-hubspot  Was a solution ever found? 

[Jnix284]

Hi @KLallemont this was quite some time ago and I'm not sure whether it was resolved, I didn't see until today that there was a reply with the screenshot (I didn't get tagged on the thread so I wasn't notified, I've since changed my notification settings for the community which is why I saw yours).

Is there a possibility that the email is already connected to another HubSpot account?

[KLallemont]

@Jnix284  I appreciate the fast reply. I was able to confirm that this email is not linked to anyone else. 

[Jnix284 · Accepted solution]

@KLallemont do you have a paid subscription?

If so, I would have the user encountering the error submit a ticket to HubSpot Support directly to help isolate the issue - especially since other users have successfully connected.

[KLallemont]

@Jnix284 yes thank you, Ill do that

[Jnix284]

you're welcome, please let me know what you find out!

[BDeJohnette]

I'm having the same issue. I keep getting the same prompt, and the button to connect personal email on Hubspot isn't displaying. I'm asked to ask an admin to change settings. What could that mean, please?

[KLallemont]

I'm not really sure what they did. But he was able to connect it now.

[Jnix284]

Awesome @KLallemont, happy they were able to resolve it! 

At least now we know it requires support to help 🙂

[Jnix284]

Hi @levelchart8 here is the knowledge base article to set up the hubspot sales office 365 add-in. have you gone through each of these steps one by one?

This article has troubleshooting:

If you're having trouble installing the add-in, make sure you meet the following requirements:

• use a supported version of Outlook.

Please note: Outlook installed from the Microsoft Store is not compatible with the HubSpot Sales Office 365 add-in. Check your Outlook version to ensure it is Click-to-run. 

• have access to the Microsoft store.
• have the necessary permissions from your email administrators to use third party add-ins in your inbox.
• add the add-in in each inbox if you're using multiple inboxes.  
• connect your inbox.

[levelchart8]

I am trying to connect with webmail, not the desktop client --- so the microsoft store incompatibility is not the issue

[Jnix284]

@levelchart8 can you share a screenshot of the actual error message?

[levelchart8]