Hello, I am the sole administrator of my HubSpot portal and am completely locked out. My company email server experienced an outage for two weeks, causing HubSpot system emails to bounce.
Because of this, the login security codes are no longer being delivered to my inbox. I need a HubSpot moderator or support agent to please manually remove my login email from the global bounce suppression list.
- Affected Login Email: [email]
Thank you for your help in restoring my access!
@kennedyp @DianaGomez
Moderator note: The HubSpot Community is a public space. I have therefore edited your content for security & confidentiality reasons.
Hi @CalebEF and welcome, we are delighted to have you here!
Thanks for reaching out to the HubSpot Community!
When looking internally for that email address, I can see that it is a global bounce.
A global bounce is a hard bounce across three or more HubSpot accounts for a permanent reason, such as unknown user or mailbox full. Global bounces are dropped from future emails across all HubSpot accounts to prevent damage to sender reputation.
If you believe this email address flagged as a global bounce is valid, can you please share a screenshot of an email you received from the bounced address showing the sender, recipient, and send date & time and I’ll check on this for you.
You can send the screenshots via email to “community@hubspot.com” with a link to this Community topic.
Thanks so much,
Bérangère
Thank you moderator! I’m wondering, what action can I take if this is not the correct place to acquire assistance to access my HubSpot?
Hey @CalebEF, you’re in the right place for support as a free HubSpot user!
For your privacy and security, just remember to share sensitive information like email addresses only via direct message (or email), not in public posts.
And regarding the screenshots, I just replied to your email, thanks so much!
Bérangère
Hi @CalebEF and thanks for sending the screenshot over via email!
I’ve just unbounced the email address, you should be all set now!
Have a wonderful day!
Bérangère
Hi @CalebEF
If your login email is on HubSpot’s global bounce suppression list, I don’t think Community members or moderators can remove it directly.
Since you’re the only Super Admin and can’t receive the verification codes, I’d suggest asking a HubSpot moderator to escalate your case to the Support team so they can review the bounce status and help restore access.
It may also help to mention that your mail server outage has already been resolved, as that gives Support additional context when investigating.
Hopefully one of the moderators you’ve tagged can assist with the next steps.