Troubleshoot errors when connecting an Exchange account

You might experience an error while connecting your Exchange account with HubSpot. The connection error message will appear on the email tab in your account settings.

Learn more about how to troubleshoot common errors below.

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to General.
• Click the Email tab.
• Any error messages will appear on the Email tab.

You may need to contact your IT department or your email provider to confirm details about your Exchange setup or user account.

Exchange URL is invalid

HubSpot can't connect to the Exchange server due to an issue with the URL. Verify that the Exchange URL is accurate and formatted like https://example.com/EWS/Exchange.asmx.

Please note: make sure that the URL does not redirect to an Outlook Web App login page. If you use an Outlook Web App URL when connecting your Exchange inbox, you will get an invalid URL error.

To find your Exchange server URL, log into your email account from your browser. Once you've logged in, copy the domain of the URL and paste it into the Exchange field. For example, if the full URL of your email account is https://mail.example.com/home, the correct Exchange URL would be https://mail.example.com/ews/exchange.asmx.

Unable to connect due to Exchange version

HubSpot can't connect your inbox because you're using an older version of Exchange. You will need to update your Exchange server to Exchange 2010 SP2 or above.

Unable to connect to Exchange server

HubSpot encountered a general error without additional messaging when connecting your inbox.

• Confirm that your Exchange mailbox has an SMTP address, which is required to send email.
• Verify that the domain of your Exchange URL is listed as a common name on the SSL certificate installed on your SSL server.

Unauthorized

HubSpot encountered an authentication error, which indicates that the credentials you entered are incorrect:

• Confirm that your email address and password are correct.
• If you use two-factor authentication, you'll need to enter a third-party app password. Review documentation from Microsoft to learn how to generate a third-party app password.
• Some Exchange servers require a custom username to log in. The default format for a custom Exchange login is DOMAIN\username. Confirm if your Exchange server requires a custom username to connect.
• Confirm HubSpot can access your Exchange server using Exchange Web Services.
• Your IT team might only allow certain IP addresses to authenticate with your inbox, in which case they'll need to add the IP addresses that HubSpot uses to connect your inbox to your allowlist.

Test email failed

To verify that your inbox is connected and working, HubSpot submits a test email from your inbox to the BCC address for your account. This test email may fail to send due to a permissions issue. Confirm that your user account in Exchange has permission to send mail on behalf of the specified sending account.