topic Re: How to delete hard bounce on valid contact in Sales Email

How to delete hard bounce on valid contact

MikolajK — Tue, 20 Feb 2024 11:09:15 GMT

Hello,

one of our contacts has been flaged as invalid becouse of hard bounce. Becouse of that, no one can send an one-to-one e-mail on that address, that is actually valid (e-mails sent through exchange works). Is there a way, to somehow restore it? Could not find anything about that.

Thanks.

Re: How to delete hard bounce on valid contact

karstenkoehler — Tue, 20 Feb 2024 11:11:02 GMT

Hi @MikolajK,

You can find instructions for this here: https://knowledge.hubspot.com/marketing-email/how-can-i-send-an-email-to-a-contact-that-has-previously-bounced#remove-a-hard-bounce

(This requires a Marketing Hub Professional subscription.)

Best regards!

Re: How to delete hard bounce on valid contact

MikolajK — Tue, 20 Feb 2024 11:15:35 GMT

I do not have that option:

{Contact returned a message}

In the properties tab I can see that:

{information about e-mail address}
{Reason of hard bounce}

{Unknown User}

Thanks.

Re: How to delete hard bounce on valid contact

karstenkoehler — Tue, 20 Feb 2024 11:17:28 GMT

@MikolajK can you confirm that you are on a Marketing Hub Professional subscription?

Re: How to delete hard bounce on valid contact

MikolajK — Tue, 20 Feb 2024 11:19:26 GMT

@karstenkoehler, No, we do not have that subscription.

Re: How to delete hard bounce on valid contact

karstenkoehler — Tue, 20 Feb 2024 11:21:48 GMT

@MikolajK please see my first reply, hard bounces can only be removed with a suitable subscription, unfortunately.

(Don't shoot the messenger.)

Re: How to delete hard bounce on valid contact

MikolajK — Tue, 20 Feb 2024 11:34:07 GMT

Okay, thanks for quick help.

Re: How to delete hard bounce on valid contact

Lucila-Andimol — Tue, 20 Feb 2024 11:44:59 GMT

Hey @MikolajK

as Karsten told you, depending on your licence you might not have the option to "unbounce"the contact's emails.

BUT let me explain that a HARD BOUNCE mens in general that the email address no longer exists

this could be because the contact no longer work there or the email address changed or is incorrect.

So I'd dig up a bit over this and if you get new information for the contact you can change the email or create a new contact and erase the olda one (if you dont want to keep the historical data).

Hope this helps

Re: How to delete hard bounce on valid contact

ETourism — Thu, 12 Jun 2025 08:09:53 GMT

We are having this issue - someone has got in touch to say they're not receiving our emails. Her email address is correct but has previously hard bounced. We're on the free plan - how can we restore her email address? If I delete her as a contact and ask her to re-sign up, will that work?

Re: How to delete hard bounce on valid contact

BérangèreL — Thu, 26 Jun 2025 11:53:54 GMT

Hi @ETourism and welcome, we are delighted to have you here!

Thanks for asking the HubSpot Community!

Here are some resources that might be of interest to you:

- Send emails to contacts that previously bounced
- Resubscribe contacts to your marketing emails
- Manage your contacts' messaging subscriptions
- Clean up your contact lists to improve email deliverability

To remove a hard bounce, you'll need a paid subscription. If you are sure that the email address is correct and used, you can try and ask to the contact to re-subscribe and test it out.

Also, here is a thread that might give you some ideas to try and have the contact receive emails again:

- The solution from @mikedupuy on this post "Delete bounce"

Thanks and have a great day!
Bérangère