Cannot connect to personal email

[SRusu]

Hello everyone!

I have problems connecting my company's email address to Hubspot. The problem is that the email address is firstname.lastname@domain.com and the username to connect to the domain.com is "firstnamelastname". Hubspot has an username field but it's optional and putting the firstnamelastname there does not do anything to solve the problem.

I want to try the features before I buy a paid subscription, but with this bug I cannot. I have tried talking to support but a sales associate greeted me and told me that she cannot transfer me to tech as I am not a paid subscriber, but I cannot be a paid subscriber before I haven't tested the features.

[SRusu]

[karstenkoehler]

Hi @SRusu,

There seems to be an issue regardless of the username, see the password error message.

What is your email service provider?

Best regards

[SRusu]

It's my company's in-house email provider. When I connected it to outlook I needed to use the username, not the address for it to work. And when I log in the internal webmail, I do it with the username as well, not the email address

[karstenkoehler]

Hi @SRusu,

Is there an IT department in your company? If so, I'd recommend working with them.

Best regards

[SRusu]

I have also tried to put that username in the Email address box but it doesn't let me as it is not an email address.

[SRusu]

Hello, @karstenkoehler. Thank you for your swift response. I have tried but to no avail.

[karstenkoehler]

Hi @SRusu,

Can you please share a screenshot of the moment when you're getting stuck / seeing an error?

Best regards

[karstenkoehler]

Hi @SRusu,

Have you followed these exact steps when connecting your email address? https://knowledge.hubspot.com/email-tracking/connect-your-inbox-to-hubspot

If so, could you share a screenshot of the moment when you're getting stuck / seeing an error? That would be crucial information for us to help you.

Best regards