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Fix HubSpot Outlook Add-in Install Error

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Fix the HubSpot Sales Outlook Add-in Identity Error

When installing the Hubspot Sales add-in for Outlook, you may see the error message “An application with the same identity is already installed”. This guide explains why it happens and shows step-by-step how to fix the issue so you can connect Outlook with your HubSpot tools again.

The information in this article is based on the official documentation in the HubSpot knowledge base, expanded with clearer structure and troubleshooting tips.

What Causes the HubSpot Sales Outlook Error

This specific Outlook error appears during installation of the HubSpot Sales desktop add-in when a conflicting version of the add-in is already present on your computer.

Typical causes include:

  • A previous installation of the HubSpot Sales for Outlook desktop add-in that did not uninstall cleanly.
  • Remnants of an older version still registered in Windows.
  • Multiple user profiles on the same Windows machine each holding traces of the add-in.

Because Outlook still detects an existing application with the same identity, it blocks the new HubSpot Sales add-in from installing successfully.

Before You Start Fixing the HubSpot Error

Before making changes, close any related programs:

  • Close Microsoft Outlook completely.
  • Close any browser windows where you are logged into your HubSpot account.
  • Confirm you have administrator rights on the Windows computer.

Having the right permissions is important because you will need to remove and reinstall software components associated with HubSpot Sales for Outlook.

Step-by-Step: Remove the Existing HubSpot Add-in

To resolve the “same identity” error, you need to fully remove the existing HubSpot Sales Outlook add-in and its components before reinstalling.

1. Uninstall the HubSpot Sales for Outlook Add-in

  1. Open the Windows Control Panel.

  2. Go to Programs > Programs and Features (or Apps & Features on some versions).

  3. In the list of installed programs, locate any entries related to:

    • HubSpot Sales for Outlook
    • Sidekick for Outlook (older branding)
    • Any other entries clearly labeled with HubSpot Sales for Outlook.

  4. Select each matching item and click Uninstall.

  5. Follow the Windows uninstall prompts until completion.

If you see more than one HubSpot Sales or Sidekick-related item, uninstall each one individually. This helps ensure all conflicting components are removed.

2. Remove the HubSpot VSTO Add-in from Outlook

After uninstalling through Windows, you should also confirm that Outlook itself is not still loading an old HubSpot VSTO add-in.

  1. Open Outlook.

  2. Go to File > Options.

  3. Select Add-ins from the left-hand menu.

  4. At the bottom, next to Manage, ensure COM Add-ins is selected, then click Go….

  5. In the list, look for any entries related to:

    • HubSpot Sales
    • Sidekick
    • HubSpot for Outlook

  6. Uncheck any such entries, select them, and click Remove if the option is available.

Closing Outlook after this step helps ensure all HubSpot-related add-in changes take effect.

Clean Up Remaining HubSpot Files (If Needed)

In some cases, Windows or Outlook may still hold traces of the HubSpot Sales add-in even after you uninstall it. If you still encounter the same error, a deeper clean-up can help.

3. Check Windows App Data Folders

Depending on your configuration, there may be leftover folders tied to the old HubSpot add-in under your user profile.

  1. Close Outlook.

  2. Press Windows Key + R to open the Run dialog.

  3. Type %localappdata% and press Enter.

  4. Look for any folders whose names clearly reference HubSpot Sales, Sidekick, or the Outlook add-in.

  5. If found, back them up if desired, then delete them.

Only delete folders you are sure relate to the HubSpot add-in. If you are not certain, you can skip this step and focus on a fresh installation.

4. Restart Windows After Removing HubSpot Components

Once you have uninstalled the HubSpot Sales add-in and removed any remaining folders, restart your computer. Restarting ensures Windows fully clears any processes or cached components connected to the old Outlook add-in identity.

Reinstall the HubSpot Sales Outlook Add-in

With the old installation removed, you can now reinstall the latest version of the HubSpot Sales for Outlook add-in without triggering the “application with the same identity” error.

5. Download the Latest HubSpot Add-in

  1. Log in to your HubSpot account in a web browser.

  2. Navigate to your settings and open the section for email or connected email tools, depending on your account layout.

  3. Find the option to download the HubSpot Sales for Outlook desktop add-in.

  4. Save the installer file to your computer.

You can confirm details or cross-check instructions in the official HubSpot help article on this Outlook install error.

6. Run the HubSpot Installer as Administrator

  1. Locate the downloaded installer file.

  2. Right-click the file and choose Run as administrator.

  3. Follow the on-screen prompts to complete installation.

  4. When the installer finishes, open Outlook again.

  5. Confirm the HubSpot Sales ribbon or add-in panel appears in Outlook.

Running the installer as administrator reduces permission-related problems and helps Windows register the HubSpot add-in identity correctly.

Verify Your HubSpot Connection After Installation

After installing the add-in, make sure it connects properly to your HubSpot account and works as expected in Outlook.

  • Sign in to your HubSpot account when prompted by the add-in.
  • Send a test email to verify tracking or logging works.
  • Check that email log and track options appear inside Outlook.

If the add-in loads but does not connect, re-authenticate with your HubSpot login from within Outlook and confirm your browser is not blocking third-party cookies or pop-ups used for authentication.

When the HubSpot Error Still Appears

If you still see the “An application with the same identity is already installed” message after completing all steps above, there may be a deeper Windows or Office configuration issue.

In that case:

  • Confirm that all Office updates are installed from File > Office Account > Update Options.
  • Check that you are not mixing the Microsoft Store Outlook add-in with the desktop VSTO version of the HubSpot Sales add-in on the same profile.
  • Review any security software or endpoint management policies that may block or roll back changes to Outlook add-ins.

For advanced troubleshooting or enterprise setups, you may want expert assistance. A technical consulting partner such as Consultevo can help diagnose complex Outlook and HubSpot integration issues across multiple users or domains.

Summary: Getting HubSpot Sales Working in Outlook

The “An application with the same identity is already installed” error indicates a conflict with an existing Outlook add-in installation. To restore a clean and functional HubSpot Sales experience in Outlook, you should:

  1. Uninstall all existing HubSpot Sales or Sidekick add-in entries from Windows.

  2. Remove any remaining HubSpot add-ins from Outlook COM Add-ins.

  3. Optionally clear leftover folders and restart Windows.

  4. Download the latest HubSpot Sales Outlook installer from your account.

  5. Run the installer as administrator and verify the add-in in Outlook.

Following these steps closely should eliminate the identity conflict and allow Outlook to load the current HubSpot Sales add-in correctly, keeping your email activity in sync with your CRM.

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