Email Tracking

Troubleshoot errors when connecting an inbox with IMAP and SMTP

Last updated: September 18, 2019

When you connect your inbox via IMAP and SMTP, you might receive an error during the connection process or in your email integration settings. To better understand why the error occurred, review the steps that take place in order to successfully connect your inbox via IMAP and SMTP:

  1. HubSpot connects to the corresponding IMAP server on the given port.
  2. HubSpot logs into the IMAP server with the email address and password that you entered, or the custom username if provided.
  3. HubSpot connects to the corresponding SMTP server on the given port
  4. HubSpot logs into the SMTP server with the email address and password that you entered, or the custom username if provided.
  5. To verify the inbox is working, HubSpot sends a test email from your inbox to the BCC address for your account.

Understanding the process can help you better understand where the error occurred and how to resolve it. For example, if you see a SMTP Settings Incorrect error it means HubSpot could successfully connect and log into to the IMAP server, but encountered an error connecting to the  SMTP server.

In the Table of Contents on the right, select an error message to learn about where the error occurred and how to resolve it. 

IMAP settings incorrect

HubSpot cannot connect to the corresponding IMAP server on the given port. 

IMAP authentication error

There was an authentication error with the IMAP server. However, the error messaging does not specify what caused the authentication error. 
  • Confirm the IMAP server and port settings are correct. Most IMAP ports will be 993 or 143.
  • Review the steps for an UNAUTHORIZED error.
  • Work with your IT team or your email provider to see if they can provide additional visibility into these authentication errors. Some potential cases include:
    • Your IT team might only allow certain IP addresses to authenticate with your inbox. If this is the case, your IT team will need to whitelist the IP addresses HubSpot uses to connect your inbox.
    • Some servers return an authentication error when there are too many concurrent connections to a mailbox.

IMAP validation error

HubSpot cannot validate the connection with the corresponding IMAP server on the given port. 

SMTP settings incorrect

HubSpot was unable to connect to the corresponding SMTP server on the given port. 

Test email failed

There was an error when attempting to send a test email from your email server. Your IT team might only allow certain IP addresses to submit email to your with your inbox. If this is the case, your IT team will need to whitelist the IP addresses HubSpot uses to connect your inbox.

Unauthorized

There was an authentication error from your server indicating the credentials are incorrect. Unlike the other errors, this one can happen during either the IMAP or SMTP connection process. 
  • Confirm the email and password are correct.
  • Some servers require a custom username to log in. Check with your IT team to see if your setup requires a custom username to connect. 
  • Check to see if your server requires an app specific password.
  • Check your SSL certificate.
  • Your IT team might only allow certain IP addresses to authenticate with your inbox. If this is the case, your IT team will need to whitelist the IP addresses HubSpot uses to connect your inbox.

Unauthorized - App password required for connection 

Some email clients require users to create an app-specific password in order to login. 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

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, select the Allow non-secure certificate checkbox under the Advanced Options section when connecting your inbox via IMAP

Because authentication methods, security settings, and available protocols can differ from one email server to another, it may be necessary to work with your IT team to troubleshoot these errors. If you experience any difficulty during the IMAP connection process, work with your IT team or administrator when you open a ticket with HubSpot Support, as your IT department can provide specific information needed to troubleshoot that HubSpot does not have access to.