Internal Emails Bouncing for some users but not all

Marketing & Content Hub Email Deliverability
1

I am using our Hubspot account to send some internal staff emails so we can better track who is engaged in what.

I have a list of 10 employees that get a bounce from these emails while everyone else receives them. Any idea why this happens to some but not all? Is there a fix for this?

Our IT team said it isn’t in our system, it is something through Hubspot causing it.

Thank you!

2

Hi @EGamache,

Could you specify how you’re sending these emails (regular marketing emails to contact records of employees) or via other tools (e.g. workflow notification)? What hard bounce reason is HubSpot returning for these contacts?

Best regards!

3

HI Karsten,

The list is just telling me that they previously hard bounced but the list I imported was new so I don’t know where it got that from.

4

Hi @EGamache,

Could you be a bit more specific? Which section of HubSpot are you in?

It sounds like these contact might have bounced globally, see here. A global bounce is a hard bounce for a permanent reason across three or more HubSpot accounts. Permanent bounces include unknown user and mailbox full. Global bounces are dropped from future emails across all HubSpot accounts.

Best regards!

5

So this is in an email I send out each month. the below is exactly whats happening but the addresses do exist and are accurate…

  • Unknown user: this indicates a permanent error caused by an invalid email address. HubSpot automatically drops contacts from future emails if they bounce for this reason. If a contact bounces for this reason across three HubSpot accounts, the email address is globally bounced.
6

Hi @EGamache,

If you’re sure that this bounce is incorrect, there are ways to unbounce a contact, unfortunately locked behind a Professional or Enterprise subscription: Send emails to contacts who previously bounced As far as I know this will only work if it’s not a global bounce.

Without that subscription level, unfortunately there’s nothing you can do. (Don’t shoot the messenger.)

Best regards!