My marketing emails are sometimes landing in spam in gmail, and are coming as unverified in outlook with ‘via bf05x.hubspotemail.net’ mentioned in the sender’s email address.
I tried sending multiple times, and without interacting with the email, sometimes it landed in promotions in gmail and came as verified in outlook, and sometimes as spam in gmail and again unverified in outlook. So ot be clear, it is randomly landing in whatever place it wants.
Chatgpt said that marketing email is using hubspot’s shared IP for sending out the emails so I need to change the Cname to remove hubspot.net from everywhere and replace it with my own domain, but hubspot defaults to hubspot.net always for marketing emails and won’t let you edit.
My email domains are connected and authenticated, and I have checked my email with the mail-tester spamming tool which says my score is 10/10 in terms of not being spammed.
Also some extra info - we are using Braze for customer engagement too with heavy amount of emails going out with the same domain, but it always lands in primary mostly because it uses dedicated IP (that’s what I assume).
Need a solution asap, please help.
Hi @SahilBahri,
That “via” is a sign that whatever authentication you have set up is not pulling through.
Can you confirm that you followed the steps from this article? Manage your email authentication
Could you share a screenshot that shows the settings in HubSpot of the connected domain and also the marketing email sent under that sending domain, showing the sender address?
The domain must match exactly, if you sent, for example, from an unauthenticated subdomain, that would explain the behavior.
Best regards
Yes the steps were followed from domain authentication that;s why it’s authenticated.
Also sharing the domains for marketing email(web version) if it has anything to do here:
@SahilBahri this indeed looks set up correctly. I’d recommend reaching out to HubSpot support directly in-app, via chat or email, to troubleshoot further. They can check directly within your portal.
Hi @SahilBahri
Welcome to the Community!
It does look like Support is included with your current subscription therefore, I also agree with @karstenkoehler as Hubspot Support will be your best resource here so that they can dive deeper into your portal.
With that being said, I’d like to also share an additional resource regarding email health that you may find useful for troubleshooting future email reputation and spam issues.
-Cassie
Community Manager
We’re seeing the same issue. HubSpot support is saying it’s an Outlook issue but many emails are ending up in spam. The domain is verified and the content has been checked by a spam tool which is saying the content is ok. Did you manage to get any answers?
Hi @NKieran6,
Thank you for reaching out to the Community!
Can you confirm that you have followed the steps from this article?
I’d also like to tag in some of our Top Contributors to take a look here as well - @Anonymous @Franci and @GeorgeBThomas Do you have any suggestions on this?
Cassie, Community Manager
Hi Cassie, yes I can confirm the steps have been followed. The receipents of the emails are members that pay a sizeable amount for the membership so do actively open emails and engage as they’re expecting to receive the communications. Some have been in contact to ask why they haven’t receive invites to events etc…Thanks, Nikki
Hey @NKieran6 , I have tried whatever was possible but could not resolve the issue. The support team confirmed that everything was set up correctly and the domains are authenticated to be able to send the message.
They have blamed the shared IP address for marketing emails to be the issue here and have suggested to get a dedicated IP address which unfortunately comes for additional cost. We are in talks with our CSM to figure out the next path. I can keep you updated if that changes anything for us.
