So, last week a few of my contacts were quarantined due to a high bounce rate, and I was told that the only way to get them off the quarantined list is to send them a one-to-one sales email. So I did that. However, there was an issue sending my emails out, and for the reason it says “This email wasn’t sent”, which further is defined as:
"This email wasn’t sent: this message appears when the contact cannot be sent an email and HubSpot was unable to determine a specific reason for the failure."
What should I do to resolve this issue and hopefully be able to get my contacts of the quarantined list?
I researched the the error message you described and it seems like there could be various reason for this error to be shown, for example “the mailbox doesn’t exist”.
Could you please share some example contact records URLs which got this error? Then I can take a closer look!
Thank you @PLaiho for sharing those, that’s exactly what I needed to investigate further!
I looked at the backend data, and found that there was a problem in your inbox connection. More specifically, the error type I see is “IMAP_UNKNOWN_IO_ERROR” which means there was incorrect settings for your IMAP. (This could be because the server host name is incorrect and/or the port is incorrect.)
To fix this issue, I’d recommend working with your IT team and check to make sure the server names and ports are correct.
Thank you @natsumimori , I will have a look at it! However, just to be sure, sending out marketing emails has worked, just not the one-to-one emails, is that possible despite this issue? Otherwise it has to be something else.
Yup, so those two are separate things- marketing emails are sent via HubSpot’s shared server, but one to one emails are sent via user’s connected inbox’s server. Therefore, although when users can send out the marketing emails successfully, they could face an issue in sending out the one to one emails if there’s a problem in the connected inbox.
So for this situation, I’d recommend you to send the email outside of HubSpot to test if a similar error occurs. It might be the case that HubSpot has already detected them as being bounced and therefore won’t send subsequent emails. If they send from Gmail/Outlook, it should work as an alternative—just to get them un-quarantined.
Hope this helps!
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Thanks and Regards.
Well, we have been sending the contacts emails directly before we started using HubSpot, so they should be working? Maybe a few of them could bounce, but definitely not the complete list that has been quarantined.
Unfortunately we’re not using Gmail/Outlook, but rather have our own email provider.
