Connected inbox doesn’t match Outlook account

[MYoung6]

Hubspot account is sales@XXX. When I set up Hubspot add-in, in desktop Outlook, I mistakenly connected it to mitchelly@xxx inbox. I need Hubspot to connect it to sales@xxx

Troubleshooting attempted:

1. In Outlook, opened the HubSpot Sales window where the error message "Connected inbox doesn't match Outlook account". Selected "Connect another inbox", followed the prompts, connected sales@xxx but still does not work.

2. Uninstalled all HubSpot programs via Windows -> Uninstall a Program. However the Hubspot Add-in still appears in the desktop Outlook ribbon. 

How can I resolve?

[trevordjones · Accepted solution]

Hi @MYoung6 ,

Go into HubSpot.  Click the Gear Icon in the top right for Settings, then click General at Left, then the email tab.  Where you see your Office 365 account listed, click the red remove button (hover over the box and it appears).  Then, click the Connect Personal Email button and connect your Sales@ account.

[MYoung6]

Hi Trevor,
Thank you for the prompt response.
Followed your steps + re-downloaded the Desktop Outlook Add-in and connected it to sales@.
Now all working, love your work!

Final item,  unable to remove the old hubspot add-in button. Any tips?

Thank you

[trevordjones]

hI @MYoung6 - 

Happy to help further if I can.  Can you show me a screenshot of the add-in button you are referring to?  It this from the Outlook Add-In?  

[MYoung6]

 
Note: this only appears when I've clicked on my mitchellY@xxx mailbox - not present in sales@xxx. 

Thank you

[trevordjones · Accepted solution]

Hi @MYoung6 ,

Check the post from @BerangereL in this thread for the way to remove that.

[MYoung6]

Hi Trevor,

I have started using a new laptop, and am now using the 'New'Outlook. 

I can't seem to get the add-in working for sales@XXX. It pops up fine for mitchelly@xxx 

Can you please assist?

Thanks

[MYoung6]

Hi Trevor,
Thanks for that.
Followed the steps in the linked thread. The 'remove' option is grayed out.
Any tips?

Thank you

[trevordjones · Accepted solution]

Hi @MYoung6 ,

Go into HubSpot.  Click the Gear Icon in the top right for Settings, then click General at Left, then the email tab.  Where you see your Office 365 account listed, click the red remove button (hover over the box and it appears).  Then, click the Connect Personal Email button and connect your Sales@ account.

[tdiamond]

Hi Trevor,

I am having the same issue where it's saying my connected inbox doesn't match my Outlook account. When I follow the steps above and go to email under General in Hubspot to remove the marketing email it says that I connected instead, I don't see any emails listed at all under my email settings in Hubspot. I do not have full access to the Marketing email inbox as I am a sales rep only. Could that be the issue, and if so, do they (the owner of the Marketing inbox) need to remove the marketing email from their end under their Hubspot settings? I've included a screenshot below:

[trevordjones]

Hi @tdiamond and thanks for the tag @JOB3 ,

Have you clicked the "Connect Your Personal Email" link in that screenshot?  When you do that, you will neeed to log in to your Office365 account to connect your email address.  Here is the knowledge base article that shows you how to connect that.

[tdiamond]

Hi @trevordjones!

Thanks for the quick response. I tried it before but don't believe it worked. I am trying it again now. Should I select outlook 365 if we use Microsoft Outlook at our org? Screenshot below after selecting 'connect your personal email' and entering my email address:

[trevordjones]

Yes.  I would connect to Outlook 365.

[tdiamond]

Hi @trevordjones 

I followed the 'connect your personal email' button and logged in using my username and password however I'm now getting stuck on this screen. Would I need to reach out to my superadmin in order to get this approved at this point?

[JOB3]

Hi @tdiamond this error occurs when your IT administrator has configured restrictions on which applications users can install to your local Azure Active Directory environment. Your Email/IT Administrator can follow the steps on our KB to enable your user to install the sales extension. But the 'Approval required' message is ultimately due your organization's Azure configuration which is managed outside of HubSpot. 

[tdiamond]

Thank you @JOB3 and @trevordjones! That last step worked. I'm connected now. Happy Holidays!

[JOB3]

Hi @tdiamond so glad to hear you're connected now after completing the recommended steps. The community is always here to help ! Enjoy the holidays ! 🙂 - Josefina, Community Moderator

[JOB3]

Hi @tdiamond thank you for reaching out to the community on this regard ! In order for us to best assist you, can you provide a screenshot ( removing any personal details) of  where it's saying your connected inbox doesn't match your Outlook account ? Are you seeing this error message on the Outlook extension or somewhere else ? 

I'm tagging some of your Sales and CRM experts to helps us on this regard as well, @trevordjones @indiracatmedia @ArisudanTiwari is there any recommendations you could give @tdiamond to resolve this type of error ? Thank you ! - Josefina, Community Moderator 

[tdiamond]

Hi @JOB3,

Yes. I'm experiencing this issue in the Outlook Hubspot Sales extension. Please see my screenshot below: