I was previously able to email my colleage - who is a user of the account - from within HubSpot.
Then one day, for no reason, we get this message: ‘There was an issue sending an email to this contact’.
Support said it appeared bounded in HubSpot but obviously it isn’t, his inbox works just fine in all other contexts.
So - we created a brand new email account for my colleague.
Instantly, same problem.
I could believe that the first email address soft-bounced at some point, but clearly a brand new email address can’t be bounced.
Why is HubSpot incorrectly marking our own users’ emails as bounced? How do we resolve?
Hi @PTomlinson,
There seems to be a misunderstanding here: HubSpot isn’t bouncing your emails. You’re sending an email from HubSpot, HubSpot attempts to deliver it, the receiving end doesn’t accept it and a bounce occurs.
You would have to work with your IT department on allowlisting emails from HubSpot. For marketing emails you can find these steps here: Understand why contacts didn't receive marketing emails
For sales emails, there aren’t specific steps but the issue can be that your IT department has set up filters which are triggered when an email looks like it’s coming from inside the organization (connected inbox) while it’s actually coming from outside (HubSpot).
Lastly, sales email tracking can trigger spam filters or blockers and you could consider disabling them: Turn off one-to-one email tracking or attachment logging
If you’re on the free CRM, you cannot remove hard bounces. A Marketing Hub Professional subscription is needed: Send emails to contacts who previously bounced
(Don’t shoot the messenger.)
Best regards!