topic Re: Problems with emailing contacts in Sales Email

Problems with emailing contacts

SKalpaka — Mon, 08 Jul 2024 11:40:31 GMT

Hello I need urgent support, i have created an email to send to my contacts and while i have followed the process the email is not sending i have had this issue last week as well. i am new to hubspot

it has a green dot saying it has been sent but the analytics say sent to 0 delivered to 0 and i havent received the test one either

please help me resolve this

please email me at

sophia.kalpaka@thefarosgroup.com

Re: Problems with emailing contacts

franksteiner79 — Mon, 08 Jul 2024 11:42:32 GMT

Hi @SKalpaka

Can you check your Recipient tab in the email and investigate the "not sent" section?

This will tell you why emails were not send.

Frank

Re: Problems with emailing contacts

karstenkoehler — Mon, 08 Jul 2024 11:44:29 GMT

Hi @SKalpaka,

Please navigate to the sent email and click into the Recipients tab. In there, you should see a section on the left with a point that says 'Not sent'.

Please take a screenshot of the column that displays the reasons.

If the contacts are listed there, you'll see explanations as to why contacts were not sent the email. These can include the following:

Are you using the marketing contacts functionality? If yes, are all recipients marked as marketing contacts? (HubSpot will not send emails to non-marketing contacts.)

Do all contacts have an email address?

Do you have the GDPR settings enabled? If yes, you might have restricted email sends to contacts who have a legal basis for communication only. In that case, you would have to update your contact subscriptions.

Have some of the contacts previously bounced? You can check by filtering your recipient list by "Email hard bounce reason is known". This could also be global bounces (contacts that did not bounce in your portal but three other HubSpot portals).

Did you already hit your monthly email send limit? (5X marketing contact tier)

Have some of the contacts previously unsubscribed? You can check by filtering your recipient list by "Unsubscribed from all email is equal to True"

Best regards!

Re: Problems with emailing contacts

SKalpaka — Tue, 09 Jul 2024 06:40:58 GMT

hello and thanks for responding
i dont know where to look for what you are describing
i see the image I have attached.
Please help me I am desperate to find an answer why this is happening so i can continue my work!
thank you
Sophia

Re: Problems with emailing contacts

karstenkoehler — Tue, 09 Jul 2024 06:47:19 GMT

@SKalpaka my reply from earlier shows where to look – please navigate to Menu > Marketing > Email > open the email > click here:

Then click 'Not sent' to the left and share a screenshot. Make sure to blur email addresses, if needed.

If you just uploaded a screenshot, that didn't work. Please upload directly in the browser in the HubSpot community.

Re: Problems with emailing contacts

karstenkoehler — Tue, 09 Jul 2024 07:46:33 GMT

@SKalpaka thank you for uploading the screenshot in the other thread. For a complete conversation here, here's my reply.

–

Hi @SKalpaka,

In the options / settings tab of your marketing email, you can specify a subscription type:

Your contacts need to be opted into the subscription type that you chose there.

Here's you can set that opt-in: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types#update-subscriptions-on-the-contacts-home-page

HubSpot holds back emails with out subscription consent ( = opt-in for the subscription type chosen for the email) when the 'Legal basis required' checkbox is toggled in the GDPR settings: https://knowledge.hubspot.com/privacy-and-consent/how-do-i-turn-on-gdpr-functionality-in-my-hubspot-account

When unchecked, emails can go out without subscription consent.

That should solve your issue. Once you've completed these steps, you can clone your email and send again. Have a great day!

Re: Problems with emailing contacts

SKalpaka — Tue, 09 Jul 2024 07:57:58 GMT

Ok- thank you for that guidance I found the not sent section. it essentially said "no subscription consent"
i have posted on the board of email deliverability and attached 2 screenshots. hopefully that clarifies the situation more. this is a copy of the text I put on the post

Hello, I am new to hubspot and have had many issues sending emails out to my contacts. I was told to screenshot the reason for the emails not getting sent and i have attached the screenshot here.
I believe there was a setting where people had to verify their email addresses and i had that set, but the thing is it didn't even send an email to my email which i have verified and two or three others that had also verified their address. Can i resolve this by re-uploading/re-registering all the email addresses myself and then sending the emails? It is critical I get around this issue thank you

Re: Problems with emailing contacts

karstenkoehler — Tue, 09 Jul 2024 07:58:47 GMT

@SKalpaka I replied with step by step instructions here: https://community.hubspot.com/t5/Sales-Email/Problems-with-emailing-contacts/m-p/1002561/highlight/true#M8980

Have you gone through those steps?

Re: Problems with emailing contacts

SKalpaka — Tue, 09 Jul 2024 08:13:58 GMT

Re: Problems with emailing contacts

karstenkoehler — Tue, 09 Jul 2024 08:15:58 GMT

@SKalpaka there is no attached screenshot, can you please try again?

Where exactly are you getting stuck here? https://community.hubspot.com/t5/Sales-Email/Problems-with-emailing-contacts/m-p/1002561/highlight/true#M8980

The steps are laid out in detail, one by one, so it's hard for me to follow what exactly you're not able to find.

Re: Problems with emailing contacts

SKalpaka — Sun, 14 Jul 2024 07:49:48 GMT

Hello I replied the above on the community board but it doesn't seem to be appearing on the page
pls see below my response, I STILL need help here.... 🙁

Hello, i followed the instructions above and i have now reached 28 out of 48 contacts. I still have issues reaching the last 20 and the reasoning says "Recipients Confirmation Required" which is different to last time. I toggled the privacy setting in the settings and sent the same email from scratch and i still ahve not managed to get through to the last 20. Is there a way I can contact them separately and ask they opt in or have i lost these contacts forever? I know for a fact they were interested, they just havent confirmed their emails 😞 thanks

Re: Problems with emailing contacts

karstenkoehler — Mon, 15 Jul 2024 08:52:05 GMT

@SKalpaka "Recipients Confirmation Required" refers to the HubSpot double opt-in: https://knowledge.hubspot.com/marketing-email/set-up-double-opt-in-for-emails

If this is enabled and contacts have not confirmed their email address after submitting a form, they will be suppressed.

You can manually confirm contacts by following these steps: https://knowledge.hubspot.com/marketing-email/set-up-double-opt-in-for-emails#send-opt-in-email-to-individual-contact

(This reply does not constitute legal advice.)