Sales Extension Not Appearing in Outlook Web + Contacts Not Syncing
SOLVE
Hi everyone,
I’ve installed the HubSpot Sales Extension on Outlook Web and followed all the troubleshooting steps I could find, but I’m still facing two main issues:
The HubSpot panel doesn’t show up when composing emails—I can’t see the log/track options.
Contacts are not syncing into HubSpot, even though:
The extension is connected properly.
My email account is connected.
Default settings to log and track emails are enabled in the extension settings.
Has anyone experienced this recently or found a workaround? Would appreciate any advice—thanks in advance!
Sales Extension Not Appearing in Outlook Web + Contacts Not Syncing
SOLVE
Yeah, we ran into a very similar issue a couple of weeks ago, also with Outlook Web. In our case, the panel was missing only in the compose window, while everything looked fine on the inbox side. What helped was completely removing the add-in from Outlook, clearing browser cache/cookies, and re-adding the extension via the Outlook Web store, not from the Microsoft Add-ins manager. Bit weird, but that did the trick.
As for the contacts not syncing, double-check if the email you're using to send is the same one connected in HubSpot. We've seen sync silently fail when users had multiple aliases or were sending from shared mailboxes. If you're using a shared inbox or delegate access, it gets even more unpredictable, might be worth logging out and reconnecting manually.
Last thing, don’t forget that log/track only works if the extension can fully inject into the compose UI. If your IT team blocks scripts or external domains, it can silently fail. We had to allowlist a couple of HubSpot domains before everything behaved normally.
Sales Extension Not Appearing in Outlook Web + Contacts Not Syncing
SOLVE
Yeah, we ran into a very similar issue a couple of weeks ago, also with Outlook Web. In our case, the panel was missing only in the compose window, while everything looked fine on the inbox side. What helped was completely removing the add-in from Outlook, clearing browser cache/cookies, and re-adding the extension via the Outlook Web store, not from the Microsoft Add-ins manager. Bit weird, but that did the trick.
As for the contacts not syncing, double-check if the email you're using to send is the same one connected in HubSpot. We've seen sync silently fail when users had multiple aliases or were sending from shared mailboxes. If you're using a shared inbox or delegate access, it gets even more unpredictable, might be worth logging out and reconnecting manually.
Last thing, don’t forget that log/track only works if the extension can fully inject into the compose UI. If your IT team blocks scripts or external domains, it can silently fail. We had to allowlist a couple of HubSpot domains before everything behaved normally.
