topic Re: Users email domain is not accepted in forms in Lead Capture Tools

Users email domain is not accepted in forms

VinnieT — Thu, 09 Mar 2023 16:04:23 GMT

I have been unable to complete most Hubspot forms when using my email domain (@lendscape.com). This goes for anyone at our company using this address and applied to forms on the hubspot site or powered by hubspot.

We're trying to find the root cause of this and we're aware we were on some blocklists for using disposable email addresses - some of these have now been cleared.

I am unclear if the doamin has been identified as sending disposable emails becuase the previous domain owner (we've owned the domain for <1 year), or if something on our DNS is suggesting we are a SPAM address.

Note: the domain is not on the hubspot blocked list.

Can you please shed some light on what might be happening?

Betreff: Users email domain is not accepted in forms

MiaSrebrnjak — Fri, 10 Mar 2023 13:22:52 GMT

Hi @VinnieT,

Thank you for reaching out to the Community!

I'll be glad to help with this! Could you describe the behaviour in more detail?

Does the form throw a validation error when you type in the email address? If yes, please make a screenshot of the error and share it here. Thanks!
Is this behaviour consistent across different browsers for all employees?

An error message would help us determine the cause, but this is probably an email address validation issue like you suspected:

You can access this Knowledge base article here.

If you don't get an error, please send me the following information in a direct message via my community profile so I can investigate further:

your email address and account ID,
link to the form.

Thanks,

Mia, Community team

Re: Users email domain is not accepted in forms

VinnieT — Fri, 10 Mar 2023 13:33:40 GMT

Hi Mia,

Please see the validation error message below:

Internally we are often accessing either Hubspot resources, or using forms on other sites and seeing the same error.

This was typed in directly, it occurs for all staff members and i've tested in Chrome, Edge and Safari on multiple devices.

I will send you a DM with the other details.

Thanks,

Vinnie

Re: Users email domain is not accepted in forms

VinnieT — Tue, 21 Mar 2023 09:43:08 GMT

Has there been any progress on this?

We've recently had staff try to register and pay to attend an event where the events company was using a hubspot form. They were unable to register using thier proper email addresses.

Betreff: Users email domain is not accepted in forms

MiaSrebrnjak — Wed, 22 Mar 2023 18:56:28 GMT

For future reference:

There can be multiple reasons why a specific domain is not passing the email address validation in forms: additionally to the reasons listed here, the domain/email address that was used to submit the form might be disposable or blocked. If you believe that the domain shouldn't be blocked, please reach out to HubSpot support (or create a new Community post if you don't have access to support).

Thank you!

Mia, Community team