Quarantined List/Legitimate Use

Marketing & Content Hub Email Deliverability
1

Dear Sirs,

Having spoken to an undertsanding member of your sales team, who appriciated our need for Hubspot and that our use of it has not been abusive or concerning in any way, we are now contacting the engineer teams desk upon his welcome advice.

We are a growing public reation company using Hubsput for the first time today. We send valuable content to a wide range of media targets on various publication desks, today including fashion, health, retail, commerce and business. This is a process that is integral to the success of our business.

As a PR consultancy it is normal practice for us to send press releases and product information to journalists. In turn, those journalists and editors fully expect to recieve and rely upon emails, product pitches and press releases from public relations organisations like ours.

Due to recent difficulties in business created by the coronavurius pandemic it has been difficult to acquire the corrrect email addresses for the members of staff within publications that we seek to contact.

It seems some of our guess work, combined with old email addresses found in the public domain on the internet, has resulted in a higher bounce back rate than we expected on our first attempt at using Hubspot. This was inevitable to some degree as we endavour to use Hubspot professionally over the long term.

We are concerned to see that immediately our account is being treated as suspicious and although not suspened, the system has put our contacts into a quarantine list. Our intention is to use Hubspot respesctfully to its maximum potential over the coming years and we will likely upgrade to premium packagaes within months once we get to grips with it’s power and processes.

We would hate our realtionship with Hubspot to breakdown at such an early stage however, it is important to us that we are able to learn from our use of Hubspot and refine our email lists early on, to reduce bounce back rates and identify journalists and editors for whom we need updated email contact addresses.

Your helpful colleague in sales advised us that our account has not yet been suspended, something he described as ‘good news’ while reverting us to you, to our relief.

We are keen to find a solution to this teething problem in our use of Hubspot so that we may use it efficiently, properly and productively going forward. Please can one of your team contact us here or directly to discuss the best steps forward to resolving this matter in the quickest time possible.

Please contact us in a way that suits you or provide us with a contact telephone number so that we may dial in to discuss this further.

Many thanks for your understanding and assistance.

Kind regards,

Jonathan Stones

2

Hello @Jonathan20 ,

Sending marketing emails to contacts who have been sourced from 3rd party, publically available, or other non-opt in sources is not permitted within HubSpot’s Acceptable Use Policy (section 2). In order for a contact to meet the minimum requirements for a marketing email send, contacts need to have directly opted into your brand - this means they personally provided both their email address and permission to your brand directly. Contacts who have not opted in are far more likely to hard bounce, unsubscribe or mark mail as spam which negatively impacts your brand’s ability to reach the primary inbox, and degrades the HubSpot network that all customers share. Moving forward, be sure to only use contacts that meet the opt in requirements within the marketing email tool to avoid more deliverability problems and suspension of your marketing email capabilities. Note that opt in is tied to each individual email address and not to an individual, so if a person has moved from one organization to another, you will need to re-gain opt in for their new business address through orgainc methods, such as a form submission on your brand’s webiste.

If you would like to email engage with contacts who have not yet opted into your brand, you may only use HubSpot Sales Tools such as 1:1 emails through a connected inbox or the seqeunces tool. You can read more about the two types of email you can send using HubSpot and the contact permissions required for each here. A best practice to gain opt in is to send contacts a 1:1 email that directs them to a form or landing page where they can choose to opt in if they wish.

Contacts that have been quarantined in HubSpot Free accounts will remain locked for use in the marketung email tool, but can be used in 1:1 emails. Contacts who reply to a 1:1 email send from HubSpot will be automtacially removed from quarantine, but please be sure to always align your marketing sends to HubSpot’s opt in requirements.

If you have further questions you may respond here. We are not able to offer phone support for HubSpot Free accounts.