Last updated: October 13, 2020
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The information below helps with troubleshooting certain issues with the Office 365 add-in.
Please note: if you're using HubSpot Sales Outlook desktop add-in, check out this article instead.
If you're having trouble installing the add-in, make sure you meet the following requirements:
If you are using Outlook for PC or Outlook for Mac, the add-in will be grayed out if the Reading Pane is turned off or hidden. Ensure that the Reading Pane is turned on by following this Microsoft article for Outlook for PC and this Microsoft article for Outlook for Mac.
If the Office 365 add-in in Outlook for PC is still 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 the add-in prompts you to connect your inbox, but leads you in a loop, it is likely your inbox is an alias. Although Office allows you to sign in with an alias, you can only connect your primary email inbox account to HubSpot.
When you install the Office 365 add-in and you’re prompted to sign in, you must sign in with your primary email address. For example, if you have an email alias account of firstname.lastname@example.org, but your primary email address is email@example.com, you should connect with firstname.lastname@example.org. If you’re not sure what your primary email address is, check with your IT team.
Once you understand what your primary email address is:
With your primary email address connected, Outlook should allow you to continue using the alias and the inbox connection loop should end.
If you're running macOS Catalina and Safari 13 on your device, the Office 365 add-in side pane may not load when using Outlook on the web or desktop. This is caused by security settings on Safari, which you can update following the steps below:
There are several reasons why your email may not have been tracked when using the Office 365 add-in:
When working with HubSpot support to troubleshoot the O365 add-in you may be asked to provide debug logs. When the add-in is installed it stores information in report logs. If your add-in isn't functioning as expected, these logs help the support team take a closer look into what's happening with the add-in.
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