topic Re: List numbers not adding up in Email Deliverability

List numbers not adding up

JWilAviation — Tue, 07 Nov 2023 18:33:11 GMT

We uploaded a list of contacts that was about 65.8K for our most recent monthly email. Hubspot tells us that they delivered only 17k. Then they tell us that there were 65k that were not delivered. In what world does 17+65=65.8? Exact numbers: List=65,895, Sent=17,238, Not Sent=65,105. Are they including more than the list we told them to? Where are these extra contacts coming from?

Re: List numbers not adding up

karstenkoehler — Tue, 07 Nov 2023 18:36:13 GMT

Hi @JWilAviation,

Can you share screenshots of where you're pulling these numbers from? I trust you're looking in the right place but a second pair of eyes might still make sense to verify it's a bug that should be flagged with HubSpot support.

Re: List numbers not adding up

JWilAviation — Tue, 07 Nov 2023 18:40:36 GMT

The Web Subscriptions is about 560. If it is only sending to these two lists, then the total should be that 65,895 number.

Re: List numbers not adding up

karstenkoehler — Tue, 07 Nov 2023 18:42:25 GMT

Hi @JWilAviation,

Is there a chance your permissions might be limiting how many contacts you're seeing? https://knowledge.hubspot.com/settings/hubspot-user-permissions-guide#object-access

Are you a super admin, if not, can you have a super admin check the list counts?

Re: List numbers not adding up

JWilAviation — Tue, 07 Nov 2023 20:04:36 GMT

I am a super admin and I saw the .csv file that was uploaded. Should't Hubspot just send to the list we tell them to? Or are they trying to send to our entire list? Our entire list is over 110k. We uploaded the Nov DI 2023.csv list and indicated that the November newsleter should go to that list and the DI Web Subscribe list. Those two lists combined equal 68.895. Is there something I'm missing?

Re: List numbers not adding up

karstenkoehler — Wed, 08 Nov 2023 04:33:11 GMT

Hi @JWilAviation,

It's hard to say what exactly is going on, this might be a bug. I'd recommend submitting a ticket with HubSpot support via the purple in-app help widget.