topic Re: Email send going to spam in Email Deliverability

Email send going to spam

MGrubb — Tue, 26 Sep 2023 21:44:12 GMT

On 8/16 we had an email send go to our recipients' spam boxes (including our own employees, which is how we figured out what happened). Luckily, we weren't reported as spam, but it impacted our open and click rates. The email sender appeared "[My name] via asbf08x.hubspotemail.net", instead of being sent from my email address like I intended.

The email was sent to the same list we have been emailing for 2 years. I pull out anyone who hard bounces so they will not receive any more emails from us. Nothing about the email formatting was any different from the template I have been using for the last year.

There was no promotional/spammy language in the email. I have sent emails from my email address through Hubspot for the last year+ and haven't had an issue like this.

I used the same template I always use, with no alterations. The image was the same size and the CTA was formatted the same way as always.

I used Litmus to test our deliverability, and it looks like there is not SPF alignment, but our DMARC DKIM passes.

I'm wondering a few things:

Why did this problem happen?
How can I make sure it doesn't happen again?
I have paused all email marketing (outside of our Nurture automation) until we figure out what happened. When/how should I restart it?

Re: Email send going to spam

Ben_M — Tue, 26 Sep 2023 22:32:38 GMT

Sounds like you have not done authentication if you are getting "via" in your emails. Here's some articles to help you:

https://knowledge.hubspot.com/domains-and-urls/connect-your-email-sending-domain

https://knowledge.hubspot.com/email/do-i-need-to-add-hubspot-to-our-spf-record

Re: Email send going to spam

MGrubb — Tue, 03 Oct 2023 14:14:16 GMT

Thank you for the feedback! I have already done this. Any ideas on what
else it could be?

Re: Email send going to spam

Ben_M — Tue, 03 Oct 2023 14:29:48 GMT

If you can post your domain, we could quickly tell you if the authentication is working, or you can validate as well through a website like mxtoolbox ( https://mxtoolbox.com/ ) .If all of the Hubspot authentication pieces are showing up in your DNS, then the next step may be to raise this to Hubspot to have them help look into it as well because it shouldn't be sending "via" if the authentication is setup.