Not receiving form notifications

Marketing & Content Hub Lead Capture Tools
1

Again we have the same issue as a couple of weeks ago. Our main enquiry form is set to notify two people. One of them (me) is getting the notifications, but the other one isn’t.

As with my previous post on this topic, I have read every single possible post about this issue, and am an experienced Hubspot user, so everything is set up correctly. This is starting to get very frustrating.

2

Hi @TimRussell,

It sounds like you’ve already checked all the usual settings, which makes this extra frustrating. Since one person is getting the notifications and the other isn’t, here are a few things to double-check:

  1. Notification Preferences – Have them check their Profile & Preferences > Notifications to make sure form submission emails are enabled.
  2. Spam & Filters – Ask them to search their inbox (and spam folder) for emails from noreply@notifications.hubspot.com.
  3. Allowlisting HubSpot – If their email security settings are strict, HubSpot emails might be blocked. They may need to allowlist HubSpot’s email domains.
  4. Test a Different Email – Try adding a different active user to see if the issue is specific to that one email address.
  5. Check for Bounces – Reach out to HubSpot Support or maybe a community manager to see if the notification emails are bouncing on their end.

All the best,

Jess

3

As I said in my original post, I’ve checked all this. Also we only have 2 active users as we’re on the free version so I can’t test with another. Someone at Hubspot fixed this issue for us last time it occurred, something about a bounced email. Please, either fix this or don’t comment - don’t share information with me I’ve already read a dozen times.

4

Hi @TimRussell,
Thank you for reaching out to the HubSpot Community!
I’m sorry to hear about your experience regarding this. I would like to apologize for the frustration, data issues, and business impact this has caused.
Just a friendly reminder that Community Champions, like @JessicaBaskey, are not HubSpot employees, but enthusiastic volunteers committed to helping and supporting everyone in the community.
Alongside users, certified partners, and HubSpot employees, Champions play a key role in moderating the community and fostering a positive environment for all.
If you need assistance from our Support team (if you have a paid subscription) you can open a ticket with them or I’m here to help you with any questions.
So that I can help you the best I can, can you please send me via a private message, the following information:
- The email address of the user who should receive a notification and is not receiving it
- The page where the form is added
- The name of the HubSpot form
- Is the contact not receiving the form submission notification a HubSpot user?
Thanks and looking forward to hearing from you!
Best,
Bérangère

5

OK it seems this user wasn’t getting any Hubspot emails or notifications at all as he hadn’t activated his account. I’m trying to send him a password reset email but he’s not getting those either. So I deleted his account and recreated it, but he’s not getting the OTP email to allow him to sign in.