topic Contacts Successfully Enrolled in WF but Not Getting Emails? in Lists, Lead Scoring & Workflows

Contacts Successfully Enrolled in WF but Not Getting Emails?

DFreeman3 — Mon, 12 Jun 2023 12:42:32 GMT

What could be the reason that a list is populated but the emails in the WF are not getting sent to the users?

Re: Contacts Successfully Enrolled in WF but Not Getting Emails?

karstenkoehler — Mon, 12 Jun 2023 12:46:55 GMT

There are multiple potential reasons here. Could you confirm the following?

Are you using the marketing contacts functionality? If yes, are all recipients marked as marketing contacts? (HubSpot will not send emails to non-marketing contacts.)

Are you suppressing unengaged contacts in the Recipients tab of the email? If yes, you could uncheck the box. Otherwise HubSpot will exclude these contacts.

Are you using an exclusion / suppression list in the Recipients tab of the email? (Do not send to dropdown)

Do you have the GDPR settings enabled? If yes, you might have restricted email sends to contacts who have a legal basis for communication only. In that case, you would have to update your contact subscriptions.

Have some of the contacts previously bounced? You can check by filtering your recipient list by "Email hard bounce reason is known".

Did you already hit your monthly email send limit? (5X marketing contact tier)

Have some of the contacts previously unsubscribed? You can check by filtering your recipient list by "Unsubscribed from all email is equal to True"

Have you enabled the double opt-in? If so, are all contacts confirmed?

When you navigate to the marketing email in HubSpot, you should see a Recipients tab and a section Not sent. In this Not sent section, you should see the reason why an email was not sent.

Best regards!

Re: Contacts Successfully Enrolled in WF but Not Getting Emails?

danmoyle — Mon, 12 Jun 2023 12:58:45 GMT

Bookmarking @karstenkoehler's answer for future reference...

Re: Contacts Successfully Enrolled in WF but Not Getting Emails?

DFreeman3 — Mon, 12 Jun 2023 12:58:57 GMT

Hi,
Thanks for getting back to me. How would I check the monthly email send
limit?

Some of the contacts are hard bounces but most are able to receive the
emails.

I have a WF and the list is 494 people but the first email got sent to 40
people, could it be that most of the list are supressed?
Thanks

Re: Contacts Successfully Enrolled in WF but Not Getting Emails?

karstenkoehler — Mon, 12 Jun 2023 13:11:25 GMT

Hi @DFreeman3,

You can find your limits by following these steps: https://knowledge.hubspot.com/billing/where-can-i-find-my-subscription-and-contacts-or-email-send-limit-information-in-hubspot

Have you checked the Not sent section? This is the fastest way to troubleshooting.

Best regards

Re: Contacts Successfully Enrolled in WF but Not Getting Emails?

DFreeman3 — Mon, 12 Jun 2023 13:16:57 GMT

Thanks I did. I also turned off the workflow and then re-enrolled and now
the send numbers seem to match the list.

If you are making changes to a list or WF after the WF has been turned on,
is it better to turn it off and clone it and then make changes or does it
not matter? I think a lot of our WF problems started when we were making
multiple changes to a live wf without turning it off.

Re: Contacts Successfully Enrolled in WF but Not Getting Emails?

karstenkoehler — Mon, 12 Jun 2023 13:19:17 GMT

Hi @DFreeman3,

You may have not enrolled existing contacts into the workflow, only contacts that start meeting the criteria after switching the workflow on? If so, that could explain the low numbers.

You had written in your thread title "contacts successfully enrolled in WF" so I had ruled that out.

@DFreeman3 wrote:
If you are making changes to a list or WF after the WF has been turned on,
is it better to turn it off and clone it and then make changes or does it
not matter? I think a lot of our WF problems started when we were making
multiple changes to a live wf without turning it off.

It depends on the type of changes you're making, what the workflow is doing exactly and how you'd like re-enrollment to behave. If you share more context and details, I can elaborate.

Best regards

Re: Contacts Successfully Enrolled in WF but Not Getting Emails?

OPerek-Clark — Tue, 13 Jun 2023 03:43:12 GMT

I had the same thought @danmoyle! That first post is so helpful for troubleshooting why emails aren't sending to selected contacts.

Re: Contacts Successfully Enrolled in WF but Not Getting Emails?

danmoyle — Tue, 13 Jun 2023 12:36:15 GMT

@OPerek-Clark I find myself thinking that pretty often with answers from @karstenkoehler 😁