Notification emails not delivered to one specific user, while in-app and pop-up notifications work

Service Hub
1

Hi everyone,

I’m seeing an issue with HubSpot notification emails for one specific user only: f.maurelli@cultivarbio.it.

Here’s what we’ve already confirmed:

  • in-app and pop-up notifications are working correctly
  • email notifications are not being received by this user
  • the user’s email notification settings are enabled
  • the email address does not appear to be bounced in HubSpot
  • other users in the same portal are receiving notification emails normally
  • the mail provider checked the mail logs and does not see any incoming attempts from noreply@notifications.hubspot.com
  • the same user does receive other HubSpot emails, for example from hubhelp@hubspot.com

So at this point it seems that:

  • HubSpot is generating the notification event correctly
  • the issue is not portal-wide
  • the issue does not appear to be a known bounce on the user’s address
  • the provider is not even seeing delivery attempts for notification emails to that user

Has anyone seen a similar case affecting just one user?

Is there any additional check inside HubSpot to understand why notification emails are apparently not being attempted for that specific address, even though other HubSpot emails are delivered successfully?

Thanks in advance.

2

Hey @FabioMaurelli,

Thanks for bringing this to the community!

I looked into the email address you’ve provided and found that this was previously bounced in our system. I’ve gone ahead and unbounced your email.

This issue is typically rooted in the recipient’s configuration. That said, I suggest reviewing this article or sharing it with your IT team to avoid this moving forward. Not receiving HubSpot system or notification emails

Hope this helps!

Best,

Sam, Community Manager

3

Thank you so much, everything is fine now.