Email Notifications

How can I resolve an 'unavailable' or 'unauthorized' inbox connection error?

Last updated: November 21, 2017

Available For:

Marketing: N/A
Sales: Free, Starter, Professional

When you connect your inbox to HubSpot Sales, you may come across Unavailable or Unauthorized connection errors either during the inbox connection process or in your Email Integrations page, which you can find in your HubSpot Sales account under Settings. Then select Integrations > Email Integrations from the left sidebar menu. The error messages will appear under the Connected Emails tab. 

Click on the error message below for the root cause and troubleshooting steps:

Unavailable - Missing Drafts or Inbox folder in Gmail  

Gmail/G Suite connected inboxes only  

You'll see this error message in your HubSpot account as MISSING_INBOX_FOLDER or MISSING_DRAFTS_FOLDER. It refers to your Drafts or your All Mail folder in Gmail. It surfaces when either of these folders is not visible in IMAP. 

Follow these steps to address the error:
  • In your Gmail account, click the settings gear icon in the upper right-hand corner of your inbox and select Settings

  • Select the Labels tab. Locate All Mail and Drafts, and make sure the Show in IMAP checkbox beside each of those options is selected. 

  • Log out of your Gmail account and log into your HubSpot account. Then follow these instructions to reconnect your inbox to HubSpot Sales. 

Unavailable - IMAP disabled in Gmail  

Gmail/G Suite connected inboxes only    

You'll see this error message in your HubSpot account as GMAIL_IMAP_DISABLED. It can mean one of two things: Either IMAP is disabled at the user level, or for G Suite users, IMAP is disabled at the domain level. 

While these two root causes cannot be differentiated at this time, ensuring that IMAP is enabled will clear the error: 

  • In your Gmail account, click the settings gear icon in the upper right-hand corner and select Settings.  

  • Click the Forwarding and POP/IMAP tab.
    • If this tab is just labelled as Forwarding in your Gmail account, then IMAP is disabled for your domain.
    • If this tab is available, then ensure that Enable IMAP is selected.  
  • Enable IMAP by selecting the Enable IMAP checkbox. Then click Save Changes

 

Unavailable - API access not enabled for mailbox 

Office 365 connected inboxes only

You'll see this error in your HubSpot account as OFFICE_ERROR_REST_API_NOT_ENABLED_FOR_COMPONENT_SHARED_MAILBOX. This error can be caused in one of two ways: 

  • This error can be an indication that you're in the process of being migrated from an outlook.com/hotmail or other service to an Office 365 account. This migration can take some time, and this error will appear if you attempt to connect while migrating. See this document from Microsoft for more information. 
  • This error can also mean that your domain is using a hybrid on-premises exchange and an Office 365 setup. This means that you have an Office 365 account, but you do not have a mailbox managed by Microsoft directly. As a result, HubSpot cannot access the REST API for your mailbox. One way to verify that your email inbox isn't hosted on Office 365 is to look up your email domain in MX Toolbox, which is an external site that displays MX recordsFor example, this MX lookup shows that the domain sidekick.engineering is hosted by Office 365, but this MX lookup for mac.com shows no known email provider.

Unauthorized - App password required for connection 

Generic IMAP connected inboxes only

You'll see this error in your HubSpot account as APP_PASSWORD_REQUIRED. Some email clients require users to create an app-specific password in order to login. To resolve this error, follow your email provider's steps to create an app-specific password, and use that app-specific password to log in.

Below are links to documentation on this issue for some commonly used providers:

Unauthorized - SSL Certificates not trusted

Generic IMAP connected inboxes only

You'll see this error in your HubSpot account as UNTRUSTED_CERTIFICATES. IMAP/SMTP servers are required to have SSL certificates signed by a trusted Certificate Authority. This error message indicates that you have an SSL certificate that is either malformed, outdated, or signed by an unrecognized authority.

To sign in and continue connecting your inbox, be sure to select the Allow non-secure certificate checkbox under the Advanced Options section when connecting your inbox via IMAP

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