I have a question regarding the recipient count displayed when sending marketing emails in HubSpot. As shown in the attached screenshot, the birthday email appears to be scheduled to be sent to one of our clients; however, the total recipient count is displayed as 0. I recall that the recipient count was previously displayed correctly before we switched to the new beta version of HubSpot.
Could you please help clarify why the recipient count is showing as zero despite a recipient appearing to be selected? Is this a known issue with the beta version, or is there a setting that may need to be adjusted?
I would appreciate your clarification and guidance on how to resolve this issue. Thank you for your assistance!
Thank you for your prompt response. I have a follow-up question: Is the “Set as marketing contacts” a new requirement in the updated beta version of HubSpot for contacts to be included as part of Contacts?
Additionally, I just noticed that our pre-scheduled birthday emails have not been delivered through Marketing Emails since 9/20/2026. Could you please help clarify whether this is also related to the marketing contact designation or another issue arising from the transition to the new HubSpot version? I would appreciate your assistance in identifying the cause and determining how to ensure that the scheduled birthday emails resume sending as expected.
@AnnKu no, marketing contacts have been a billing feature for a couple of years now - they sometimes go unnoticed if the default settings are making all contacts marketing contacts.
Regarding the undelivered emails - you can check the exact reason by opening the marketing email in HubSpot, then navigating to the Recipients tab (middle of the screen). In the Recipients tab, there is a left sidebar with a point Not sent. When you click on it, you’ll see which sends were initiated but not completed - and for what reason. If you share a screenshot or copy/paste the reasons, I can explain what’s going on.
Hi @AnnKu, adding a couple of things to check on top of what Karsten suggested. Open the contact record and look at the email subscription status: if the person has unsubscribed from all email, or from the specific subscription type you chose for the birthday email, HubSpot will leave them out of the recipient count even though they appear on the list. Also check that the email is sending to a list or contact property that the contact actually matches right now, since a birthday email built on a date-based filter can show 0 when nobody currently meets the criteria. If you use a static or active list, open it and confirm the contact is still a member. Finally, the Not sent section in the Recipients tab is the quickest way to see the exact reason per contact, so it’s worth posting what it says if the count is still 0.
A useful next check is to compare the list itself with the send settings, since a contact can appear on a list but still be excluded at send time. Confirm the contact is still a member, is set as a marketing contact, and is subscribed to the subscription type used for this email. If the count is still zero after those checks, the Not sent reasons in the Recipients tab should point to the exact exclusion, which will make the next step much clearer.
Hi, thank you all for your valuable input and suggestions in helping resolve this issue.
I was not aware of the new paid subscription requirement to designate contacts as marketing contacts. Once all clients were updated with the appropriate marketing contact settings, the issue was successfully resolved.
I truly appreciate everyone’s help, time, and thoughtful suggestions. Thank you again!
