topic Re: URGENT: One Recipient Not Receiving Form Notifications – Possible Suppression on HubSpot Backend in Email Deliverability

URGENT: One Recipient Not Receiving Form Notifications – Possible Suppression on HubSpot Backend

Prioocare — Wed, 18 Jun 2025 00:28:11 GMT

Hi HubSpot Community Support,

We’re experiencing an issue with HubSpot Marketing Form submission notifications.

Since May 20th, one specific recipient has stopped receiving notifications from our form, even though:

The email is correctly listed in the “Send submission notifications to” field
The user has form submission notifications enabled in their HubSpot profile
Other recipients are still receiving notifications normally
We’ve removed and re-added the email in the notification list, with no effect
This is not a DSN or delivery issue — the email system on our side is not blocking or bouncing messages

Our request:

Could the technical support team please help check:

Whether this recipient’s email address has been suppressed, unsubscribed, or bounced on HubSpot’s backend?
If yes, can the suppression be cleared so that notifications can resume?

Attachments:
- Screenshot showing other recipients received the notification
- Screenshot of the current “Send submission notifications to” settings (with affected email clearly listed)
- Screenshot of the current “Form Submmition" settings also open

Privacy note:

Due to privacy limitations on the community forum, we are unable to share the affected email address or HubSpot user ID publicly. We are happy to provide these details via private message or secure method if needed to proceed.

This is affecting our internal workflow and we would appreciate any help you can offer.

Thank you!

Best regards,
PriooCare Team

Re: URGENT: One Recipient Not Receiving Form Notifications – Possible Suppression on HubSpot Backend

ArisudanTiwari — Wed, 18 Jun 2025 06:41:46 GMT

Hi @Prioocare ,

I had posted a similar response in the community a few days ago regarding your issue. Have you had a chance to check it and follow up with your internal IT team to allowlist the necessary HubSpot IP addresses? If not, I’d also recommend reaching out to HubSpot Support for deeper troubleshooting if the issue persists.
https://community.hubspot.com/t5/Email-Deliverability/Form-Notification-Not-Sending-to-One-Internal-Email-Previously/td-p/1163244

Additionally, here are a few other community threads where users faced a similar problems:
https://community.hubspot.com/t5/Lead-Capture-Tools/Contact-Owners-Not-Receiving-Form-Submission-Notification/m-p/941709#M11154

https://community.hubspot.com/t5/Email-Marketing-Tool/One-Recipient-Not-Receiving-Recent-Form-Submission-Notifications/m-p/1163197#M15229

https://community.hubspot.com/t5/Lead-Capture-Tools/Not-receiving-form-notifications/m-p/1129512#M12699

Hope this helps you move forward.

Re: URGENT: One Recipient Not Receiving Form Notifications – Possible Suppression on HubSpot Backend

Prioocare — Wed, 18 Jun 2025 07:07:14 GMT

Hi @ArisudanTiwari , thank you for your response and for sharing the helpful links

I’ve reviewed the suggestions provided, including allowlisting HubSpot IP addresses and checking internal spam or filter settings. However, I’m using the Free version of HubSpot, and I don’t have access to a dedicated IT team or technical support for backend configurations.

Additionally, I don’t believe this is an IP allowlisting issue, as our website is not hosted on HubSpot. We are simply embedding the HubSpot form into our external site — HubSpot is only handling the form logic and notification emails, not the entire website infrastructure.

Here’s what we’ve already done:

✅Confirmed the affected email is correctly listed in the “Send submission notifications to” list
✅Verified notification settings are enabled in the user’s HubSpot account
✅Checked that there are no spam filtering or delivery issues from our email system
✅Removed and re-added the email
✅Tested with other emails (which all receive notifications correctly)

Despite all this, the issue only affects one specific email address. At this point, we suspect that the address may have been suppressed silently on HubSpot’s backend due to a past bounce or unsubscribe, which we as free users cannot access or resolve.

Would it be possible for someone from HubSpot support to help privately verify and, if applicable, remove this email address from suppression?

We truly appreciate your support and assistance.

Re: URGENT: One Recipient Not Receiving Form Notifications – Possible Suppression on HubSpot Backend

karstenkoehler — Wed, 18 Jun 2025 07:07:13 GMT

@Prioocare at this point, only @CommunityTeam can help – who are now notified of this thread 🙂

Re: URGENT: One Recipient Not Receiving Form Notifications – Possible Suppression on HubSpot Backend

kennedyp — Wed, 18 Jun 2025 22:37:36 GMT

Thanks for the tag, @karstenkoehler! Hey @Prioocare -- thank you for the detailed post and providing the troubleshooting steps you completed. Could you please send me a private direct message with the full email address of the affected user? I am happy to verify any details on our end.

Best,

Kennedy Poirier

Community Manager

HubSpot, Product Success

Re: URGENT: One Recipient Not Receiving Form Notifications – Possible Suppression on HubSpot Backend

Prioocare — Wed, 18 Jun 2025 23:48:42 GMT

@kennedyp hi. Sure. I done send the private message to you. Please check. Thanks for your support and helping

Re: URGENT: One Recipient Not Receiving Form Notifications – Possible Suppression on HubSpot Backend

Prioocare — Thu, 19 Jun 2025 02:07:57 GMT

@kennedyp Could you recieved my private direct message? If not please let me know and I'll be happy to send it again😊