Hi,
Our portal ID is 3320429. We had issues with Microsoft on teh 15th and 16ht February, all sorted now.
Our users, production@imagegroup.co.nz, rebecca@imagegroup.co.nz, jeremy@imagegroup.co.nz, accounts@imagegroup.co.nz are not receiving any emails from HubSpot, including:
- Login / verification codes when trying to sign in
- Internal notification emails (e.g. @‑mentions on records)
What we’ve already checked:
- production@imagegroup.co.nz rebecca@imagegroup.co.nz, jeremy@imagegroup.co.nz, accounts@imagegroup.co.nzis an active HubSpot user in our portal.
- We’ve added this address as an @‑mention recipient and as a user, but no notifications arrive.
- Our IT team has confirmed:
- HubSpot domains are on our safe sender / allowlist.
- There are no inbound attempts at all from HubSpot to production@imagegroup.co.nzrebecca@imagegroup.co.nz, jeremy@imagegroup.co.nz, accounts@imagegroup.co.nz in our mail logs.
- Other users in our portal are receiving HubSpot emails correctly.
Because there are zero inbound attempts to this address, it looks like HubSpot may have this email blocked, globally bounced, or quarantined at the system level (possibly from a past invite or system email that bounced).
Could a HubSpot moderator/support rep please:
- Check if production@imagegroup.co.nzrebecca@imagegroup.co.nz, jeremy@imagegroup.co.nz, accounts@imagegroup.co.nz is globally bounced, suppressed, or otherwise blocked on HubSpot’s side, and
- Manually unbounce/unsuppress this address so it can receive:
- Login/verification codes
- System and notification emails
Happy to provide any additional details or screenshots if needed.
Thanks in advance!