topic Re: Emails marked as 100% delivered but 0% open rate, recipients confirm not received in Email Deliverability

Emails marked as 100% delivered but 0% open rate, recipients confirm not received

KMangel — Tue, 09 Apr 2024 20:54:34 GMT

We recently sent out a marketing email in HubSpot to a targeted list, all users with the same email domain. The report showed 100% delivery but after two days it was a 0% open rate. We personally reached out to one of the contacts to ask if he received it; he confirmed that he nor anyone on his team received the email, nor was it in a spam/junk folder. He also confirmed with his IT team that the email was not stopped by a spam blocker and our email domain is in fact allowlisted.

It was a time-sensitive email, so we ended up resending it via SendGrid, which was successfully received by all recipients. Our domain settings are set up exactly the same in HubSpot as they are in SendGrid.

After further investigation, I was able to determine that this is happening with every single marketing email that's being sent in HubSpot. A quick spot-check revealed over 1500 ICP contacts, across various different email domains, are not getting are emails even though they are shown as delivered in HubSpot.

We've had to halt all email campaigns until this is resolved which is causing havoc among our sales team.

Why would the same exact email be delivered in SendGrid but not in HubSpot? How can I prevent this from happening any further?

THANK YOU!

Re: Emails marked as 100% delivered but 0% open rate, recipients confirm not received

PamCotton — Wed, 10 Apr 2024 21:59:05 GMT

Hey @KMangel thank you for posting in our Community!

Please, double-check your HubSpot settings to ensure that everything is configured correctly. Verify your email-sending domain, authentication settings, and any other relevant configurations. Sometimes a small misconfiguration can lead to emails being marked as delivered but not actually reaching the recipients' inboxes.

To our top experts, @danmoyle, @Jnix284, and @franksteiner79 do you have any recommendations for @KMangel?

Thank you,

Pam

Re: Emails marked as 100% delivered but 0% open rate, recipients confirm not received

Jnix284 — Wed, 10 Apr 2024 22:26:40 GMT

hi @KMangel can you share whether you are using a free or paid HubSpot subscription?

Also, to confirm, are you referring to marketing emails or sales emails? you said it was causing havoc for the sales team so I want to make sure we're talking about the same email type.

Re: Emails marked as 100% delivered but 0% open rate, recipients confirm not received

danmoyle — Fri, 12 Apr 2024 11:59:42 GMT

Hey there @KMangel and welcome to Community.

Like @Jnix284 I have some questions for clarification. Is your email domain authenticated? And how? DKIM, DMARC? Have you contacted HubSpot Support?

I found a couple other forum threads that may have some helpful information as well:

I dont know much about SendGrid, so I don't know how they differ. But I know systems operate differently, and sometimes HubSpot is more "locked down" as a platform.

Re: Emails marked as 100% delivered but 0% open rate, recipients confirm not received

DLegalcio — Thu, 18 Apr 2024 15:28:45 GMT

Hey @KMangel !

Little tip so that this doesn't happen to you in the future, using hubspot myself I put all my email lists on https://mailtester.ninja/ and once it's validated and I've removed the wrong email I sent. This is the only way you will get the results you want.

Good day to you

Re: Emails marked as 100% delivered but 0% open rate, recipients confirm not received

KMangel — Thu, 18 Apr 2024 17:13:14 GMT

Interesting! Thanks for the tip @DLegalcio. I will have to give it a try.