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HubSpot Outlook add‑in: set it up and fix the errors

Which add-in your Outlook needs, how to roll it out to the whole team, why emails stop logging, and the fix for each common error.

Updated · 12 minutesBy Matthew Labrooy, Managing Director

An email leaves Outlook and arrives in HubSpot stamped Logged; a second email to Max Mustermann drops short, stamped Not logged
In short

HubSpot’s current Outlook add-in, often called the HubSpot Outlook plugin, is HubSpot Sales, also known as the Office 365 add-in. HubSpot Sales runs in Outlook on the web and in the new and classic Outlook for Windows and Mac, but only with a Microsoft 365 mailbox that is connected to HubSpot.

Most “emails aren’t logging” problems aren’t the add-in. An email reaches HubSpot in one of three ways: the inbox connection’s logging rule, the add-in’s Log box or the BCC address. Find out which one should have logged it, and check that one.

Add-in
“HubSpot Sales” from Microsoft Marketplace, on every HubSpot plan including the free one
Works in
Outlook on the web, new and classic Outlook for Windows and Mac. Not in Outlook from the Microsoft Store, not with Microsoft 365 from GoDaddy
Needs
A Microsoft 365 mailbox, connected in HubSpot under Settings > General > Email
Old add-in
The Outlook desktop add-in: classic Outlook for Windows only, in maintenance mode
Roll-out
Microsoft 365 admin center > Settings > Integrated apps. The add-in can take 24 to 72 hours to show up
Top errors
Logged out every day, “Need admin approval”, emails sent while the add-in pane was closed

Which HubSpot Outlook add‑in do you need?

Choose the add-in by where your mailbox is hosted, not by which Outlook you open. HubSpot has two Outlook add-ins, and only one of them is still being developed. The Office 365 add-in logs emails to the records you pick, tracks opens and shows the contact’s HubSpot record while you write.

Your setupWhat worksWhat to know
Microsoft 365 mailbox in Outlook on the web, the new Outlook or classic Outlook (Windows or Mac)Office 365 add-inThe add-in HubSpot still develops. Needs Outlook for Windows 1603 or later, or Outlook for Mac 15.33 or later
Microsoft 365 mailbox, Outlook installed from the Microsoft StoreNo add-inInstall the Click-to-Run version of Outlook from your Microsoft 365 account instead
Exchange on your own server, or an IMAP or POP mailbox, in classic Outlook for WindowsOutlook desktop add-inIn maintenance mode: it still works, but gets no new features. Plan the move to Microsoft 365
Google Workspace mailbox opened in OutlookNo add-inUse the HubSpot Sales Chrome extension in Gmail, or the BCC address
Microsoft 365 bought from GoDaddyNo add-inGoDaddy blocks third-party add-ins. Use the BCC address
Outlook on a phoneNo add-inThe inbox connection’s logging rule logs emails with known contacts from the phone too
As of October 2026.

Never install both add-ins on the same computer. The two add-ins conflict, and HubSpot shows up twice in the ribbon. When someone moves from classic Outlook to the new Outlook for Windows, the Office 365 add-in installs itself, so remove the desktop add-in then. Microsoft supports classic Outlook until at least 2029, but the new Outlook only runs web add-ins.

How emails get from Outlook into HubSpot

The HubSpot Outlook integration has three ways in: the inbox connection, the add-in and the BCC address. Each one has its own rules, so know which one your team relies on before you look for an error.

Way inWhat it logsWhen it doesn’t
Inbox connection, logging rule “Log all emails”Every email to and from contacts that already exist, from any device, including the phone. This is the default ruleThe person isn’t a contact yet, the inbox is disconnected, or the address is on the never log list
Add-in, Log box tickedThe email you send, on the records you pick. The add-in can create a new contact and adds the BCC address for youThe add-in pane was closed when you clicked Send, or the add-in had logged you out
BCC addressAny email with the address in BCC, from any mail program. HubSpot logs it to the contact, their main company and their five most recent open dealsYou sent from an address HubSpot doesn’t know as a user, connected inbox or alias, or the email is over 40 MB

The rule is set for the whole account under Settings > Data Management > Objects > Activities, tab “Email Log & Track”. The other option, “Log replies only”, only logs replies to emails that were logged in the first place.

HubSpot settings, Contact email logging rules: Log replies only, and Log all emails selected
The logging rule for the whole account, under Email Log & Track.

How to set up the HubSpot Outlook add‑in

Connect the inbox first, then install the add-in. The Office 365 add-in doesn’t work without a connected inbox.

  1. Step 01

    Connect your inbox in HubSpot

    In HubSpot go to Settings > General, tab “Email”, and click “Connect email account”. Click “Connect to Outlook 365” (in the provider list it is called Microsoft Outlook) and sign in with your primary email address, not an alias. Choose Microsoft Exchange only for an Exchange server of your own.
    HubSpot, Set up your email account: the address is hosted by Microsoft, button Connect to Outlook 365
    HubSpot recognises a Microsoft 365 address and offers the Outlook 365 connection.
  2. Step 02

    Install the add-in in Outlook

    In Outlook on the web or the new Outlook, click Apps, then “Get add-ins”. In classic Outlook, click “Get Add-ins” in the ribbon. Search for “HubSpot Sales” and click Add. If you have several mailboxes in Outlook, add it to each one you use for customers.
    Outlook add-in store, search result HubSpot Sales with the Add button
    In Outlook’s add-in store, the add-in is called HubSpot Sales.
  3. Step 03

    Open the add-in and sign in

    In the new Outlook and on the web, the add-in sits under Apps. In classic Outlook it is “Sales Tools” in the ribbon, and in the new Outlook for Mac it is under the three dots. Sign in to HubSpot with your email and password and tick “Remember me”. A login with Microsoft is lost every time Outlook closes.
    Outlook on the web, new email, Apps menu open with HubSpot Sales
    The Apps menu in a new email, with HubSpot Sales in it.
  4. Step 04

    Tick Log and Track

    The pane shows Log and Track for every email you write. Log adds the HubSpot BCC address and saves the email on the records you pick in the dropdown. To have both ticked by default, go to More > Add-in settings > Log and track settings. Defaults an admin sets for the whole account win over your own.
    Outlook, new email to Max Mustermann with the HubSpot Sales pane: Track email opens and clicks and Log ticked, the HubSpot BCC address added, contact profile below
    Log and Track ticked. The add-in has put the HubSpot BCC address in the email and shows the recipient’s contact profile.
    HubSpot Sales pane, Log dropdown: the company Example West Ltd and the contact Max Mustermann selected
    The Log dropdown: the records the email is saved to.
  5. Step 05

    Pin the pane

    Click the pin at the top of the pane, once while reading an email and once while writing one. The two are pinned separately, and closing the pane unpins it. After pinning, check that Log is still ticked. The pane must be open when you click Send, or the add-in neither logs nor tracks the email.
  6. Step 06

    Send a test

    Send an email with Log ticked to an existing contact. Then open the contact in HubSpot and find the email on the timeline, with its opens once the recipient has read it. If it isn’t there, go through the list in “Why Outlook emails aren’t logging” below.
    HubSpot contact record of Max Mustermann: the logged email Your quote for the new production line with one open, and the tracking event above it
    The logged email on the contact’s timeline, with the open tracked.

Rolling out the add‑in to the whole team

For more than a handful of users, let the Microsoft 365 admin install the add-in centrally. Nobody has to find it themselves, and updates reach every user automatically.

  1. Step 01

    Allow HubSpot in Microsoft Entra ID

    If users may not consent to apps themselves, everyone sees “Need admin approval” when they connect their inbox. Either allow user consent for apps from verified publishers (HubSpot is one), or grant consent once for the whole organisation as an admin.
    Microsoft sign-in page: Need admin approval for the app HubSpot Sales by Hubspot, Inc.
    What users see when Entra ID blocks the app. One admin consent fixes it for everyone.
  2. Step 02

    Deploy the add-in

    In the Microsoft 365 admin center go to Settings > Integrated apps, then add “HubSpot Sales” from Microsoft Marketplace. Assign it to a group with the sales team in it. This needs an Exchange admin, and groups inside groups aren’t supported.
    Microsoft 365 admin center, Deploy New App: HubSpot Sales for Outlook, assigned to a specific set of users
    The last step of the central deployment in the Microsoft 365 admin center.
  3. Step 03

    Plan for the delay

    Microsoft says the add-in can take 24 to 72 hours to show up in the ribbon. Tell the team to restart Outlook the next day and to leave the install to IT.
  4. Step 04

    Each user connects their inbox

    Central deployment installs the add-in, not the inbox connection. Every user connects their own inbox in HubSpot once and signs in to the add-in once. Do it together in a 15-minute session per team, so nobody is left half set up.
  5. Step 05

    Set the rules for the account

    In HubSpot, set the logging rule, the default for Log and Track, and the account-wide never log list (Settings > Data Management > Objects > Activities > Email Log & Track). Put your own domain on the never log list, so internal emails stay out of the CRM.
  6. Step 06

    Remove the old add-in

    On every Windows computer that still has the Outlook desktop add-in, uninstall it under Windows apps. Otherwise the two add-ins conflict.

HubSpot Outlook add‑in errors and how to fix them

These are the errors we see most often, what causes them and what fixes them. Error texts are in quotes as Outlook and HubSpot show them in English.

ErrorCauseFix
Logged out of the add-in every dayHubSpot’s session timeout, blocked third-party cookies, or a login with MicrosoftA Super Admin sets a longer timeout under Settings > Security, tab “Login”. Allow third-party cookies in the default browser. Sign in with email, password and “Remember me”
Login loop in Outlook on the webThe browser blocks third-party cookiesAllow third-party cookies for Outlook and HubSpot in the browser
The add-in keeps asking you to connect your inboxOutlook is signed in with an alias. Only the primary address can be connectedConnect the primary email address. Ask IT if you aren’t sure which one it is
“Need admin approval”Microsoft Entra ID doesn’t let users consent to appsThe admin allows consent for verified publishers, or grants consent for the organisation
“Interaction required”The user isn’t assigned to the HubSpot Sales app in Entra IDThe admin assigns the user under Enterprise applications
“Undefined Sign-On URL for application ‘HubSpot Sales’”A setting in your organisation’s Entra IDIT grants HubSpot access in Entra ID
The add-in doesn’t show upCentral deployment still running, Outlook from the Microsoft Store, or add-ins turned off for the organisationWait up to 72 hours and restart Outlook. Install Click-to-Run Outlook. IT runs Get-OrganizationConfig | fl AppsForOfficeEnabled in Exchange Online PowerShell and sets it to True
The add-in is greyed out in classic OutlookThe reading pane is off, the email is encrypted, or Office is damagedTurn the reading pane on. Check encryption with IT. Run an Online Repair of Office
“Sorry, we can’t complete this operation right now” while installingThe install from Microsoft Marketplace stalls in the browserInstall from inside Outlook (Get add-ins), or try another browser
HubSpot shows up twice in the ribbonThe desktop add-in and the Office 365 add-in are both installedUninstall the desktop add-in
The inbox keeps disconnecting, “Mailbox is not enabled for REST API access”The mailbox isn’t fully in Exchange Online: hybrid, mid-migration or without an Exchange Online licenceIT fixes the licence or the mailbox, then you reconnect the inbox
“Tracking data is not available for this email”The pane was closed at Send, the email was plain text, the inbox isn’t connected, or another add-in blocked itPin the pane, write in HTML, reconnect the inbox, turn off other add-ins one by one
As of October 2026.

Why Outlook emails aren’t logging in HubSpot

If an email is missing from a contact’s timeline, go through these causes, the most common first.

  • The person isn’t a contact yet. The logging rule only logs emails with existing contacts. For a new person, tick Log in the add-in and select “Create as new contact”.
  • The pane was closed at Send. The add-in only logs while its pane is open. Pin it in the reading view and in the compose view.
  • The add-in had logged you out. The add-in doesn’t warn you before sending. See the first row of the error table.
  • The rule is “Log replies only”. Under that rule, a new email from a contact outside a logged thread isn’t logged, and neither is a reply with a changed subject line.
  • The address is on a never log list. There is a personal list (Settings > General > Email) and one for the whole account. Check both for a customer’s domain.
  • No legal basis for processing. If data privacy settings are on in HubSpot, emails with contacts who have no legal basis aren’t logged or tracked. German, Austrian and Swiss portals often have these settings on. Set the property “Legal basis for processing contact’s data”.
  • The inbox is disconnected, or connected the wrong way. Check Settings > General > Email. An Exchange Online mailbox connected as “Microsoft Exchange” instead of “Microsoft Outlook” doesn’t log.
  • It was sent from an alias or a shared mailbox. HubSpot can’t connect a Microsoft 365 shared mailbox as an individual inbox. Add an alias to your HubSpot profile, and connect a shared mailbox as a team email.
  • The attachment is missing. The add-in doesn’t log attachments over 50 MB, replies don’t log attachments over 20 MB, and Microsoft Defender’s Dynamic Delivery can hold them back.

Logging, tracking and the works council

Logging records who wrote what to whom, and open tracking reports when someone read it. In Germany, Austria and Switzerland, settle both before the roll-out.

  • “Log all emails” logs private emails too. Every email with someone who is a contact ends up in the CRM, including a private one. Put your own domain on the account’s never log list, and show users their personal list for private contacts.
  • Open tracking needs a decision. Tracking puts an invisible pixel in each email. HubSpot names France and Italy as countries where the recipient must consent first, and says compliance is the sender’s job. Decide with your data protection officer where tracking stays on. Logging works without tracking.
  • The works council has a say. In Germany, a tool that can monitor how employees work needs the works council’s agreement (section 87(1) no. 6 BetrVG). In Austria, systems that process employees’ personal data beyond the basics need a works agreement (section 96a ArbVG). Logged emails and open tracking per user fall under both rules. Agree the logging rule, tracking and the reports per user before go-live.
  • Inbox automation reads email content. When you connect an inbox, HubSpot offers “inbox automation”: AI reads new emails and signatures to fill contact details and suggest tasks. Decide on it like any other AI feature, before users tick the box.

How we set up Outlook and HubSpot

When emails are missing from the CRM, reports, lead routing and forecasts are wrong too. So we start with how mail is set up and who should see what, and install the add-in last.

  1. Step 01

    Check the setup

    Where every mailbox is hosted, which Outlook each team uses, what Entra ID allows, and whether the old desktop add-in is still installed somewhere.
  2. Step 02

    Agree the rules

    Logging rule, tracking, never log list and reports per user, agreed with the data protection officer and, where there is one, the works council.
  3. Step 03

    Roll it out

    Central deployment through the Microsoft 365 admin, then one short session per team in which everyone connects their inbox and tests one email.
  4. Step 04

    Check after a week

    Logged emails per user and disconnected inboxes, so gaps show up before anyone relies on the history.

Frequently asked questions

Is there a HubSpot plugin for Outlook?

Yes. HubSpot’s Outlook plugin is the add-in HubSpot Sales, also called the Office 365 add-in, from Microsoft Marketplace on every HubSpot plan. It needs a Microsoft 365 mailbox that is connected to HubSpot.

Why isn’t the HubSpot Outlook add-in working?

Most often the add-in has logged you out, its pane was closed when you clicked Send, or the inbox connection has dropped. Check the inbox under Settings > General > Email, sign in again with email, password and “Remember me”, and pin the pane.

Why are my Outlook emails not logging in HubSpot?

An email reaches HubSpot through the inbox connection’s logging rule, the add-in’s Log box or the BCC address. The most common causes are a recipient who isn’t a contact yet, an add-in pane that was closed at Send, and the logging rule “Log replies only”.

Does the HubSpot Outlook add-in work with shared mailboxes?

No. HubSpot can’t connect a Microsoft 365 shared mailbox as an individual inbox. Connect it as a team email instead, or add the address as an alias to your HubSpot profile.

How do I install the HubSpot add-in for all users?

An Exchange admin adds “HubSpot Sales” in the Microsoft 365 admin center under Settings > Integrated apps and assigns it to a group. It can take 24 to 72 hours to appear, and each user still connects their own inbox in HubSpot.

Is the HubSpot Outlook add-in free?

Yes. The add-in works on every HubSpot plan, including the free CRM, and logs emails and tracks opens. Tracking link clicks needs an assigned Sales Hub seat. Users with a View-Only seat can’t connect an inbox.

Does the HubSpot add-in work with the new Outlook?

Yes, the Office 365 add-in works in the new Outlook for Windows and Mac. The older Outlook desktop add-in doesn’t, because the new Outlook only runs web add-ins.

Why is HubSpot not showing in Outlook?

After a central roll-out it can take up to 72 hours and an Outlook restart. Outlook installed from the Microsoft Store can’t run the add-in. And in the new Outlook and on the web, the add-in sits under Apps, not as its own button in the ribbon.

Why does the add-in keep logging me out?

The usual causes are HubSpot’s session timeout, blocked third-party cookies and a login with Microsoft. Sign in with email and password and “Remember me”, allow third-party cookies in your default browser, and ask a Super Admin to lengthen the session timeout.

Can I log emails from Outlook on my phone?

HubSpot supports the add-in in Outlook on the web, for Windows and for Mac, not in the Outlook app on iOS or Android. If your inbox is connected and the account logs all emails with known contacts, emails you send from your phone to existing contacts are logged anyway. For anyone else, use the BCC address.

Does the add-in work with Outlook for Mac?

Yes, in classic and new Outlook for Mac from version 15.33. Apple Mail isn’t supported.

Can I use one Outlook with two HubSpot accounts?

The add-in is linked to one HubSpot account at a time. You can switch accounts in the add-in settings. For a second business, put that account’s BCC address in BCC instead.

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