That email address doesn't exist

[salsmithy]

Does anyone get the message 'That email address doesn't exist' when trying to log in to the outlook sales extension.  For ages I was logging in fine and then it just stopped working.  The email and password is correct (I am logged into Hubspot using them).  I've deleted the add in and reinstalled it and it gives me the same message. 

[salsmithy]

Hi no, this was never resolved and it's still doing it. V annoying

[JonahZacks]

Is there any way to get into an account that's facing this issue?

[salsmithy]

For me it is only happening when I try and use the Sales Tool plug in.  I haven't worked out how to get around it so I just can't use it any more

[kvlschaefer]

Hi @salsmithy,

I apologize for any business impact this may be causing.

Can you please confirm if you are using the Outlook Sales Desktop Add-In or the HubSpot Sales Office 365 Add-In?

Thank you,

Kristen

[salsmithy]

365 add in on the pwa office 365 app

[kvlschaefer]

Hi @salsmithy,

Thank you for these details

Can you confirm if the HubSpot account in your Office 365 Add On settings matches your HubSpot account? 

Thank you! 

Best,

Kristen

[salsmithy]

I don't seem to be able to get to the settings unless i log in and I can't log in? 

[kvlschaefer]

Hi @salsmithy,

I just wanted to make sure I'm understanding, it sounds like you are not able to log in to your settings on the Office 365 extension because it's showing an error.  Is that correct?

Could you please share a screenshot of what you're seeing on your end?

Thank you! 

Best,

Kristen

[salsmithy]

if I'm in the app it doesn't do anything just reverts back to the log in page after I've logged in

if I'm not on the app but on the web it gives me this

[kvlschaefer]

Hi @salsmithy,

Thank you for this information. This does sound strange indeed! 

Can I please have you fill out this form at the bottom of this knowledge base article? 

A member of our technical support team will be in touch to troubleshoot this login matter. 

Thank you,

Kristen

[Dhemes]

A non-existent email address is an email address that is no longer in use. This could be due to the domain that email is associated with being no longer being operational or the user having left the organization that assigned them that address

Regards,

Will

[salsmithy]

It’s my email log in which is totally valid

[TiphaineCuisset]

Hi @salsmithy 

Thank you for reaching out!

This looks strange. Could you check if your sync account in your extension settings in HubSpot is set to the correct HubID? You can do that by following these steps. 

Hope that helps.
Have a lovely day,
Tiphaine.

[salsmithy]

seems as if I can't get to the settings unless I'm logged in which I obviously can't do