Email Tracking

Troubleshoot the HubSpot Sales Office 365 add-in

Last updated: February 18, 2019

 The information below covers issues with the Office 365 add-in: 

Please note: if you're using HubSpot Sales Outlook desktop add-in, check out this article instead.

Troubleshooting installation for the Office 365 add-in

If you're having trouble installing the add-in, make sure you meet the following requirements:

  • use a supported version of Outlook.

Please note: Outlook installed from the Microsoft Store is not compatible with the HubSpot Sales Office 365 add-in. Check your Outlook version to ensure it is Click-to-run.

  • have access to the Microsoft store.
  • have the necessary permissions from your email administrators to use third party add-ins in your inbox.
  • add the add-in in each inbox if you're using multiple inboxes.  
  • connect your inbox.

The add-in is grayed out in Outlook desktop on PC

If you're using the Office 365 add-in in Outlook desktop on a PC, you might experience the add-in being grayed out/disabled.

If the Office 365 add-in is grayed out in both your main Outlook inbox ribbon and within your Outlook message ribbon, there's an issue with your Outlook program itself. Try closing Outlook and reopening it.


If the add-in is enabled in your main Outlook inbox ribbon but grayed out in your Outlook message ribbon, try the steps below:  


  • If your email is not being encrypted, try repairing Outlook:
    • Open the Start menu in Windows.
    • Search for and select Uninstall a program or Add or remove programs.
    • Locate and click the Outlook or Microsoft Office program, then click Modify or Change.
    • In the dialog box that appears, you’ll be asked to select the Repair mode. Select Online Repair, then click Repair.

Emails are not being tracked

There are several reasons why your email may not have been tracked when using the Office 365 add-in:

  • Your inbox hasn't been connected. The HubSpot Sales Office 365 add-in requires a connected inbox
  • The add-in wasn't open when the email was sent. The add-in must be open in order for the email to be tracked. To open the add-in:
    • If you're using an Outlook desktop account on a PC or Mac, click Sales Tools in the Outlook message ribbon. If the Sales Tools icon is grayed out, restart Outlook. 
    • If you're using an Outlook on the web or account, compose a new email and click the HubSpot sprocket icon sprocket in the bottom right-hand corner of the email composition window.
  • Emails sent in Plain Text mode cannot be tracked. If you see that emails are sent in Plain Text, switch to HTML mode in the email client you're using with Office 365.
  • The Track email opens box was not selected when the email was sent. You'll need to check the box for each email you'd like to track.