E-mails go to trash instead of inbox

Smart CRM & Sales Hub Sales Email
1

Hello Everyone,

I have recently run into a problem where incoming e-mails are going directly to trash instead of to the inbox. This just started happening a few days ago. Never had a problem before.

It is about half of my e-mails. Any idea why this would be happening?

2

Hi @LReinstetle,

Are these incoming emails going into the spam/trash in your personal email inbox? Normally when this happens, it is related to your email security filter. I would recommend adding your contacts to a safe sender list and working with your IT department to adjust your email security filter if necessary.

Another thing you can do is to move the emails manually into your inbox and save the setting. Emails moving forward should go into your inbox instead. Over time, email service providers should recognize the senders as trustworthy senders.

I hope this helps!

Best,

Kristen

3

Good Morning,

Thank you for the reply. This did not work. It is very weird. The e-mails are not going into a personal e-mail. They do not go into spam, just straight to trash. We have been using hubspot for about 2 years with no problems and then all of a sudden this started with just some of the e-mails. It happens usually when someone is replying to an e-mail that has been sent. Not usually when someone sends me a fresh e-mail. Not all of the go to trash, just some. This is happening to several of us in the office. The trash folder has become like a second inbox.

4

Hi @LReinstetle,

You’re very welcome, and thanks for reaching back out!

At this time, It’s not possible to determine exactly why an email is filtered to junk because that differs across email service providers, security networks, and even individual inboxes. The specific rules being used in junk and spam filters aren’t common knowledge, as that would make them less effective overall.

I recommend your team follow this resource here on deliverability best practices as well as these blog posts here on spam trigger words and this here on getting past email spam filters.

You may also want to consider looking into third-party tools such as GlockApps or Mail Tester, which can test your emails for keywords or other factors that may cause an email to go to junk/spam.

Finally, I would advise liaising with your IT Team as they have access to your email configuration.

Thank you,
Kristen