topic Suppressed contacts in Tips, Tricks & Best Practices

Suppressed contacts

AL1218 — Wed, 25 May 2022 18:43:23 GMT

HubSpot is supressing my contacts - however these are clients and I must be able to email them.

How do I get them back to a status where I can email them?

Re: Suppressed contacts

karstenkoehler — Wed, 25 May 2022 19:21:55 GMT

There are multiple potential reasons why HubSpot might not deliver an email. Are you referring to a marketing email? Have you checked the below? Have you checked in the marketing email overview why the email was not sent?

Are you using the marketing contactsfunctionality? 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 todropdown)

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"

Best regards!

Re: Suppressed contacts

AL1218 — Tue, 31 May 2022 21:15:40 GMT

sorry it did not. we are emailing customers with updates on their products. Some open and some don't regardless they all need to receive the emails. But HubSpot has suppressed a few of them and now we cannot reach them.

Re: Suppressed contacts

karstenkoehler — Wed, 01 Jun 2022 04:59:52 GMT

Hi @AL1218,

You would have to check the above reasons one by one if you're not sure. One or multiple of them might be at play.

When you navigate to a marketing email (Menu > Marketing > Email), open the email and click into the Recipients > Not sent tab, which notes do you see there?

Best regards

Re: Suppressed contacts

AL1218 — Wed, 01 Jun 2022 13:20:05 GMT

As mentioned the error says email not sent due to low engagement. HOw do I fix that. I really need to be able to send email to clients.

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Re: Suppressed contacts

karstenkoehler — Wed, 01 Jun 2022 13:22:37 GMT

Hi @AL1218,

You hadn't mentioned that this was due to low engagement, thanks for adding this context. The screenshot is now showing, you might have to add that directly in the community.

Contacts suppressed due to low engagement were an item on my list shared before:

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.

Best regards