New user invite bounced — need manual unbounce (Free account)

Smart CRM & Sales Hub Account & Settings
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1

Hi, I’m trying to add a new user (email) to our HubSpot account, but the invitation email bounced. I’ve confirmed:

  • The email address is spelled correctly and the mailbox is active and working (it receives external test emails normally)
  • HubSpot’s sending domains/IPs are allowlisted on our mail server

The user still shows under “Bounced Invites” in Users & Teams, and Resend invite doesn’t help since the address is blocked on HubSpot’s side. We’re on a Free account, so I don’t have access to live chat support. Could someone please manually unbounce this address so I can resend the invite? Thank you!

Moderator note: The HubSpot Community is a public space. I have therefore edited your content for security & confidentiality reasons.

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Hi @SvilenSmilenov

For marketing email hard bounces, a Super Admin or user with marketing email permissions can unbounce a contact in some cases ; but if the address is a global bounce, only HubSpot Support can potentially unbounce it.

One thing you can check, however, is whether the email address has ever hard bounced from another HubSpot account or portal. That can sometimes prevent future emails from being sent.

If that’s not the issue, you’ll likely need HubSpot to remove the bounce from their end. Even on a free account, you can still post in the community, like you have, or submit a request through the HubSpot Help Center. Only HubSpot can clear suppression lists on their side.

I hope someone from the HubSpot team can take a look and remove the bounce for you.

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Thank you for the detailed reply! To add more context: I’ve confirmed the mailbox is fully functional (receives external test emails normally), and I also tried triggering a password reset email to the same address directly — that didn’t arrive either, which suggests the address is fully suppressed on HubSpot’s side (not just for the invite flow).

I’m not aware of this address being used in another HubSpot portal before, but I’ll double check on our end.

In the meantime, I’ve also submitted a request through the HubSpot Help Center as you suggested, in case that gets picked up faster.

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Hey @SvilenSmilenov, I hope that you are well!

Thanks for reaching out to the HubSpot Community!

I have unbounced the user, you should be all set!

Here is an article that might help in the future: Not receiving HubSpot system or notification emails .

Thanks and have a wonderful day!

Bérangère

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The fact that the password reset email isn’t arriving is a helpful clue. Sounds like you have done all the right troubleshooting. Now all you need to do is wait for HubSpot to review your request. They can confirm why the address is being suppressed and remove it if necessary.