Hello support team and moderators. I am a Super Administrator on a free HubSpot account. A team member’s email address has resulted in a global Hard Bounce. The “Remove Bounce” option is visible within “Users and Teams” but is completely grayed out, so I am unable to remove it myself. I have already checked with our IT team, and they confirmed that their corporate email is functioning correctly. Could a moderator open a private thread for me so I can share the affected address and have it cleared from your system? Thank you very much!
Hi and welcome, it’s a pleasure to have you on the HubSpot Community!
Can you please share, via DM, the email address of the user affected and I can take a look for you.
I look forward to hearing from you!
Bérangère
It is [email]
Moderator note: The HubSpot Community is a public space. I have therefore edited your content for security & confidentiality reasons.
How can i DM you?
I’ve seen this before — when an address hits a global hard bounce, HubSpot blocks it system-wide, which is exactly why the Remove Bounce button in Users & Teams stays grayed out even for Super Admins. It’s worth checking the bounce reason on the affected record first, since a policy or spam block is handled differently than an invalid mailbox. Support is the only one who can clear a global bounce like this, so opening a ticket with the exact address (and any bounce-back message your IT team received) is the fastest way to get it resolved.
Hi all,
Thanks for sharing the email address of the user, I’ve sent you a DM about it.
Let me know how it goes or if you have additional questions!
Enjoy the weekend!
Bérangère