topic Re: "Send Based on Time Zone" Not Working in Email Deliverability

"Send Based on Time Zone" Not Working

NRivas_TR — Mon, 08 Jul 2024 13:54:46 GMT

Hello!

I send my emails out to thousands of people each day, at the same time. Each email is marked as "Send based on time Zone." I still have some customers reach out and let me know their emails are arriving much later than they should be (for example, 9:00 pm instead of 6:00 pm). I check their contact cards and their City/State does not imply that they are accidentally in the wrong time zone either.

What causes this issue?

Is there anything I can do to fix this?

Thank you in advance.

Re: "Send Based on Time Zone" Not Working

karstenkoehler — Mon, 08 Jul 2024 13:56:29 GMT

Hi @NRivas_TR,

In your example, when exactly was the email sent?

Since it takes a full day to schedule an email consistently across all time zones, you should only schedule an email based on your recipients' time zone more than one full day in advance. If you do schedule an email for a time that's already passed in certain time zones, your email be sent to contacts in those time zones at the same local time the following day.

https://knowledge.hubspot.com/marketing-email/schedule-emails-based-on-recipient-time-zones

Might this be the reason or can you rule that out?

Best regards!

Re: "Send Based on Time Zone" Not Working

NRivas_TR — Mon, 08 Jul 2024 13:59:33 GMT

Hi @karstenkoehler ,

The emails are scheduled for 6:30 pm, but a few people received them at 9:30 pm.

I am almost certain that they were all scheduled days in advance. I schedule emails 10 days in advance.

Re: "Send Based on Time Zone" Not Working

karstenkoehler — Mon, 08 Jul 2024 14:00:51 GMT

@NRivas_TR in that case that should indeed not be the issue. I'd recommend reaching out to HubSpot support directly for troubleshooting – although I do think that the reply will have to do with how fast certain service providers are at processing sends.

Re: "Send Based on Time Zone" Not Working

NRivas_TR — Mon, 08 Jul 2024 14:29:24 GMT

Sounds good, thank you so much for your help!