topic Re: We have an issue with sending emails via hubspot. in Sales Email

We have an issue with sending emails via hubspot.

Jaylin — Wed, 14 May 2025 05:54:03 GMT

Hello everyone,

hope you have a great day!

we are having a problem when we send email via HubSpot. the email couldn't be send. and i couldn't find the reasons about it.

do you have some advice here?

Re: We have an issue with sending emails via hubspot.

karstenkoehler — Wed, 14 May 2025 05:55:53 GMT

Hi @Jaylin,

Has the email address for this contact bounced before? Is there a value in the property "Email hard bounce reason"? https://knowledge.hubspot.com/marketing-email/what-is-the-difference-between-a-hard-bounce-and-a-soft-bounce

If not, then the best way to resolve this is by contacting HubSpot support in-app directly, via chat or email. They can see the detailed error messages.

Best regards

Re: We have an issue with sending emails via hubspot.

Jaylin — Wed, 14 May 2025 06:02:57 GMT

it was in the ticket interface, not in the Marketing Email, i didn't find the property "Email hard bounce reason". where can i find the details error related to tickets email?

Re: We have an issue with sending emails via hubspot.

karstenkoehler — Wed, 14 May 2025 06:04:06 GMT

@Jaylin you would have to look up Email hard bounce reason on the contact record of the contact who was sent the email. There is no corresponding property on the ticket object.

Re: We have an issue with sending emails via hubspot.

Jaylin — Wed, 14 May 2025 06:11:07 GMT

ok, it shows taht the email wasn't send. and i don't know the real reasons.do you happen to know something about it?

Re: We have an issue with sending emails via hubspot.

karstenkoehler — Wed, 14 May 2025 06:12:56 GMT

@Jaylin please look up the value for 'Email hard bounce reason' on the contact record belonging to the email address which was the recipient. If there is a value, that's the explanation. If there isn't, you would have to reach out to HubSpot support.

Re: We have an issue with sending emails via hubspot.

Jaylin — Wed, 14 May 2025 06:19:17 GMT

ok, i checked it, the property is empty.

Re: We have an issue with sending emails via hubspot.

karstenkoehler — Wed, 14 May 2025 06:20:12 GMT

@Jaylin then the best way to resolve this is by contacting HubSpot support in-app directly, via chat or email. They can see the detailed error messages.

Re: We have an issue with sending emails via hubspot.

Jaylin — Wed, 14 May 2025 06:28:13 GMT

ok, thank you a million~

Re: We have an issue with sending emails via hubspot.

Nhal — Mon, 16 Jun 2025 12:19:57 GMT

Totally get why that’s confusing. Are you mainly trying to track bounce reasons for follow-ups sent from tickets? The “Email hard bounce reason” property only lives on the contact record, not in the ticket interface itself. I’ve run into this too. What helped me was clicking into the associated contact from the ticket, then checking the contact’s property history or activity feed for email delivery errors. It usually shows the bounce type and a short message like “Mailbox full” or “Address does not exist.” If it’s still not showing there, sometimes HubSpot support can pull the SMTP-level bounce message on their end. Let me know what you see on the contact side, and we can dig deeper if needed.

Re: We have an issue with sending emails via hubspot.

VObembe — Thu, 09 Oct 2025 14:31:27 GMT

It seems we are having the same issue as above. Could you please advise on how to resolve this?

Re: We have an issue with sending emails via hubspot.

BérangèreL — Thu, 09 Oct 2025 15:47:22 GMT

Hi @VObembe and welcome, thanks for reaching out to the HubSpot Community!

Could you please check these resources and see if that helps?

- Email error: 'There was an issue sending an email to this contact'
- Email bounce types

Also, I'd love to check with our Top Experts: Hi @karstenkoehler, @franksteiner79 and @FCorbaci do you have suggestions to help @VObembe, please?

Have a lovely day and thanks so much!
Bérangère

Re: We have an issue with sending emails via hubspot.

franksteiner79 — Thu, 09 Oct 2025 15:59:36 GMT

Hi @VObembe

Have you checked the previous replies in this thread.

Check the email that could not be sent
Go to the recipient tab in that email and look for the "not sent" section
This will tell you why that contact was not sent the email

Frank