Restoring email logging settings (2024)

I no longer see my hub link automatically appear in Bcc when I open a new email in Outlook, and incoming emails are not being logged to contacts.

I can manually add the hub link to a new email by clicking on the HubSpot add-in icon in the Outlook toolbar, but I have to do this with every email I send and it is easy to forget this.

How can I restore my settings so it works as it used to?

Please note, I'm not a techy person so will need instructions that are simple to follow.

Thanks to anyone who can help me!

I had a similar issue with a customer this week on o365 the web based version. HS app would not pin using any normal means. The way I solved it was a right click to the HS app when you open apps from a new message. You can right click and pin it from there. This seems to be working. HS needs to catch up to MS. The documentation about this is non existent, and the KB about the add ins are wildly innaccurate.

Also, switch to 'classic ribbon' by using the teeny tiny drop down carrot on the far far right side of your window when o365 is open. This will allow the icon to show, otherwise it's hidden. Another MS nugget that has not found its way into HS KB.

Thanks@MScaramastra

I'm on classic ribbon already. I have found that if I open a new email and pin the HubSpot add-in, when I open another new email and add a HubSpot contact's email under 'To', the hub link appears in Bcc. However, that still doesn't resolve the issue of incoming emails. Oh, HubSpot! What have you done?

Hi@JJackson60,

The issue is that Microsoft has changed things in the New Outlook in such a way that HubSpot can no longer provide the functionality, so no, I'm afraid development has ended for this extension, although it remains supported for the time being. Your best bet moving forward is the Office 365 Integration.

- Trevor
If my post solves your problem, please accept it as a solution.

Hello@trevordjones

I have clicked on the settings icon but can't see an email tracking option. The tab name is 'Contact Settings' - is this correct?

Hi@JJackson60,

Here is a link to the HubSpot help article that goes through this step-by-step. Unfortunately I don't have a Outlook Desktop client here to take screenshots for you.

- Trevor
If my post solves your problem, please accept it as a solution.

Hi@JJackson60,

If you are using the Outlook Desktop Extension:

• Click the HubSpot Sales tab.
• Click the settings (gear) icon.
• Select email tracking.
• Check the log email checkbox.
• Save changes.

Hopefully you have not recently upgraded to the New Outlook, which is unfortunately no longer supported by HubSpot.

- Trevor
If my post solves your problem, please accept it as a solution.