Customer has submitted a ticket. When we respond back to the customer, the email bounces back. However, when emailing the customer through outlook using the same email address, they receive that email.
The message we see.
There was an issue sending your email.
Other recipients on this email thread previously bounced, marked an email as spam, or unsubscribed. Learn more.
The recipients who had previous email deliverability issues are:
Not sure what is going on here and all help would be appreciated.
Hi @HD4over !
That error can happen for several reasons and some are harder to diagnose than others for sure, it can be frustrating!
Assuming the Contact’s email is valid (not misspelled or disabled), I would check the following:
- Has the contact marked any of your previous emails as Spam?
- If so, they’ll need to find the old email in their Spam folder and mark it as Safe.
- Has the contact Opted Out of any subscription types?
- If so, they will need to provide you with written permission to Opt them back in (send them an email outside of HubSpot letting them know the issue, and ask for written permission to resubscribe, and save that written permission somewhere safe) Once you’ve got that, you can navigate to the Contact Card, find their Subscription settings, and Opt them back in using the contact requested communication reason.
- Is the customer using a Yahoo email?
- If so, this one is trickier. Yahoo requires additional DNS information beyond what is standard, and to correct your CIO will most likely need to add DKIM Records to your DNS information, which is additional identifiers letting Yahoo know who you are. This should help those Yahoo emails send but I’ll be honest, we see a lot of rejections on our end with Yahoo as well. I always advise our Customers with Yahoo emails to setup a Gmail instead.
- In the Email being rejected, are additional links, images or other attachments being included?
- If so, Try sending without any links or attachments. Additional links or other items included in an email sent from HubSpot have a higher bounce/rejection rate than emails sent without additional images, links or attachments, due to HubSpot’s tracking code that is included with every email sent. The tracking code coupled with the links looks suspicious/spammy to email receivers and can get higher rejection rates.
These are the most common reasons I’ve seen for Contact bounce issues, but if none of those troubleshooting tips solves your issue, let me know, I’m happy to help dig further!
Lindsey Norden
HubSpot Community Champion