I have a user who is unable to add an alias to his Hubspot account and is not logging all the...

[mlynch-cyrisk]

I have a user who has a somewhat complex issue. He is not seeing all the expected emails logged into his Hubspot account. His main Office 365 email address is paul.schneekloth@cyrisk.com. He has an alias to this email: xxxxx. We are not able to add this alias to his account. This seems to be the source of his problems. When we try and add his alias, we get an error message. Saying there's another user with that email address. There is not. I am an admin and checked that. I have attached a screenshot with that error message. What I do see, is that on the user's Hubspot account page, there is a reference to pschneekloth@cyrisk.com, which is his Azure AD username. Hopefully you can help us straighten this out.

[mlynch-cyrisk]

Hi Pam,
Thanks for getting back to me so quickly on this matter. It is very urgent for us as the user is our new VP of Sales.

* Our AD sync has been working properly for over a year, so I don't think we have an issue with that.
* I reviewed all other users and the alias in question is not configured anywhere else
* We will try clearing the browser cache and cookies and see if that solves the issue
* As for more information, I sent about everything related to the error. The only other piece of information is that in the admin console, in the user's account, I see the alias we are trying to input, pschneekloth@cyrisk.com, noted next to the MFA icon:
[cid:image001.png@01DAD1FE.3D4F5A80]
* His connected email account is paul.schneekloth@cyrisk.com:
[cid:image002.png@01DAD1FE.3D4F5A80]
* Perhaps the MFA is interfering?
* Please get back to us as soon as possible as this is an urgent issue for us.
* Thanks again,
Michael

[PamCotton]

Hey @mlynch-cyrisk, thank you for posting in our Community.

To address the issue with adding the alias and the missing logged emails, please ensure that the alias is correctly configured in Office 365 and that no other HubSpot user accounts have this email as their primary or alias. Verify that the synchronization settings between Azure AD and HubSpot are correctly configured. If the issue persists, try clearing your browser cache and cookies before adding the alias again. If none of these steps resolve the problem, please the more information, screenshots, and details you can provide, the better I can advise on the next steps.

Kindly,

Pam