I am not able to log emails or calls after sending them through outlook

[ACoorey]

Hii Team

I am not able to log emails or calls after sending them through outlook, its all greyed out. My mail is connected to personal settings. i am using explorer and have my hubspot sales active. Any help that I can get?

[GiantFocal · Accepted solution]

Hi @ACoorey,

Have you tried reconnecting your email to HubSpot? Just to avoid any sync issues. 

[Jigar_Thakker · Accepted solution]

Hi @ACoorey,

When Outlook’s Log/Track controls are greyed out, it’s almost always one of these: the add‑in task pane isn’t open/pinned while sending, the inbox isn’t fully connected to the same HubSpot account, or an admin has disabled tracking/logging for the portal.

• Open the HubSpot Sales add‑in and pin it.
  In Outlook, open HubSpot Sales (Apps or … menu), then click the pin icon so the task pane stays open while composing. Logging/Tracking only applies when the pane is open. Reff: Customize log/track settings and pin the task pane 

• Confirm your inbox is connected to the HubSpot account.
  From the add‑in’s Add‑in settings > Email integration settings, verify the inbox shows as Connected and the add‑in is linked to the correct portal. If needed, use Switch HubSpot account, then reconnect.

• Check that your portal hasn’t disabled tracking/logging.
  As Super Admin to go to Settings > Objects > Activities > Email Log & Track and ensure “Allow all users to track emails…” and “Allow all users to log email attachments” are enabled. If disabled, the Log/Track boxes appear greyed out in Outlook. Reff: Admin controls that disable Log/Track (why it appears greyed out) 

• If using the legacy Outlook desktop add‑in, move to the Office 365 add‑in.
  Microsoft’s new Outlook supports only web add‑ins; the legacy desktop add‑in won’t receive new fixes. Install/use the Office 365 add‑in instead. Reff: Get started with the HubSpot Sales Office 365 add‑in 

If this helps, feel free to mark it as the solution ✔️ and give it an upvote 👍 !

Part of this reply was generated by AI (HubSpot and KBs).

[GiantFocal · Accepted solution]

Hi @ACoorey,

Have you tried reconnecting your email to HubSpot? Just to avoid any sync issues.