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How to Solve: Email Not Sending or Logging in HubSpot

If your emails aren't sending from HubSpot or they're not logging to contact records, it can disrupt your communication workflows and tracking. This guide will help you identify and fix the issue step by step.

Common Symptoms

  • Emails are not sending from CRM or connected inbox.
  • Emails sent from your inbox are not logging in HubSpot.
  • “Email failed to send” or “Message not delivered” errors.
  • Email logging/tracking box is checked, but nothing appears in the contact timeline.
  • Recipients are not receiving marketing emails.

    Step-by-Step Troubleshooting

Check Email Integration Status

Your email account must be properly connected to HubSpot for emails to send and log correctly.

To check:

  • Go to Settings > General > Email.

  • Under Connected Emails, verify your inbox is listed and marked as connected.

  • If it’s not connected:

    • Click Connect personal email (for 1:1 emails)

    • Or Connect team email (for shared inboxes)

 Tip: If you use Gmail or Outlook, reauthorize the connection if it's expired.

Ensure Email Logging/Tracking is Enabled

When sending emails:

  • Make sure “Log” and/or “Track” are checked (especially if using HubSpot Sales extension in Gmail or Outlook).
  • In Settings > General > Email > Email Logging, check if logging settings are enabled for:

    • Specific domains

    • Specific email types (e.g., replies, new emails)

  Make sure you're not excluding domains that should be logged.

Email Not Sending? Check for Errors

  • Ensure you haven’t reached your daily send limit (especially on free or trial accounts).

  • If sending from a workflow or sequence:

    • Verify the contact has a valid email address.

    • Check the email type (marketing vs. transactional).

  • Review the bounce error or send failure message.

Common causes:

  • Invalid or blacklisted email address

  • Recipient unsubscribed or marked a previous email as spam

  • Your domain isn't authenticated 

Contact Timeline Not Showing Logged Emails?

If you're sending emails from outside HubSpot (e.g., Gmail), make sure you're using:

  • The HubSpot Sales Extension for Gmail/Outlook

  • The email is sent from a connected inbox

  • The email address matches a HubSpot contact

 Emails won’t log if:

  • Sent from a non-connected inbox

  • Contact doesn't exist in HubSpot

  • Logging is disabled for that domain

Check Permissions

Users must have permission to send emails and view contact records.

 Go to:
     Settings > Users & Teams > [User]

Verify that the user has:

  • CRM Email Access

  • Contact/Company/Deal view & edit permissions

  • Communication permissions (in Sales Hub)

Authenticate Your Sending Domain (for Marketing Emails)

If marketing emails aren't sending or are going to spam:

  • Go to Settings > Website > Domains & URLs.

  • Check if your email sending domain is authenticated (SPF, DKIM, DMARC).

  • If not, follow HubSpot’s instructions to set up DNS records with your domain provider.

This improves deliverability and helps avoid spam filters.

Check Spam, Bounces & Unsubscribes

If emails are sending but not arriving:

  • The recipient may have unsubscribed, marked you as spam, or bounced previously.

  • Check the contact’s record > Email tab for bounce or unsubscribe history.

You cannot send marketing emails to:

  • Unsubscribed contacts

  • Contacts who have hard bounced

Still Need Help?

If emails still aren't working after these steps:

  • Take a screenshot of your error

  • Note the email type (1:1, workflow, sequence, marketing)

  • Contact HubSpot Support or your system administrator