topic Re: Email sent, but did not deliver to any recipients. in Email Deliverability

Email sent, but did not deliver to any recipients.

OfficialCSM — Mon, 08 Jan 2024 02:54:06 GMT

Hello All

I sent an email this past Saturday that shows up as "sent" via the portal but was delivered to 0/185 recipients, from a list I created called "master email list". It was (suppose to be) the final third of a series of promotional emails. The first two emails, and all previous emails, have sent in the past with no issues. I also contacted customer services via the chat. I was speaking to a sales rep who could find no issues on their back end and suggest I post here. It even shows that the email was not sent to 12, which are peviously unsubscribed email recipients so it did do something normal.

I'm wondering if there is any reason that this happened so that it doesn't happen again in the future. I haven't changed anything from the previously sent emails aside from being on a different internet server, but I had no issues using that internet.

Thoughts?

Screenshot Showing Sent 0 and 0% Open RateScreenshot Showing Recipient ListScreenshot Showing Sent 0 and 12 Non Sent

Re: Email sent, but did not deliver to any recipients.

OfficialCSM — Mon, 08 Jan 2024 03:13:29 GMT

I think I found the issue - it looks likes some way, some how the "excluded list" was engaged and it excluded "contacts eligible for marketing emails". I'm really not sure how this was clicked, since I don't mess with that drop down. Is it possible for the "exclude list" to randomly engage?

Re: Email sent, but did not deliver to any recipients.

karstenkoehler — Mon, 08 Jan 2024 05:17:14 GMT

Hi @OfficialCSM,

When you click Not sent here, HubSpot will show you explanations as to why the emails weren't sent on the right. Can you click and share a screenshot?

As far as your "Excluded lists" go, HubSpot will not randomly or on its own add a list. "Contacts Eligible for Marketing Email" looks like a list to me that was created custom in your portal, not a default HubSpot list. It's most likely that it was accidentally added by you or a coworker.

Best regards!

Re: Email sent, but did not deliver to any recipients.

OfficialCSM — Sun, 21 Jan 2024 00:54:48 GMT

Sure!

See the attached screenshot. When people have unsubscribed, I usually manually delete them from our system. Is that something you recommend or is it bettee to kep them integrated?

Re: Email sent, but did not deliver to any recipients.

OfficialCSM — Sun, 21 Jan 2024 00:55:21 GMT

I appreciate this extra info!