Two different users bounced and cannot unbounce them

Smart CRM & Sales Hub CRM
1

I have two different users who have bounced with hard bounce message unknown user. Both are correct emails and we are receiving messages from these users. The contact record for each shows that the user has bounced but there is no option for us to unbounce them.
We are free tier, what options exist to resolve this?

2

Hi @TKG_Pete,

Is this about them not receiving invitation emails to HubSpot? If so, you can have a look at this thread: https://community.hubspot.com/t5/Account-Settings/New-user-not-receiving-welcome-email-PLEASE-READ-BEFORE-POSTING/m-p/265196/highlight/true

If not, then unfortunately this cannot be solved on your end without upgrading. I can tag the community team once you confirm it’s not about invitations.

Best regards

3

Hi,
No, not invitational emails. I was previously able to unbounce a contact.
We’re not in a position to upgrade and will most likely migrate off Hubspot.

4

@TKG_Pete if you were previously able to unbounce contacts, then you were either on a Professional paid subscription or trial. In the free CRM, it’s not possible to unbounce contacts.

@CommunityTeam, could you potentially assist @TKG_Pete?

5

Hey, @karstenkoehler! Thanks for your suggestions and the ping! I’d be happy to help with this. :slightly_smiling_face:

Just a quick note: when a contact’s email bounces globally, you can’t unbounce it directly in HubSpot. If the email is valid, I can get it unbounced. However, some bounce types, like unknown addresses and full mailboxes, can’t be unbounced since those inboxes are likely abandoned.

That being said, If you could kindly send me the email addresses of those two contacts via DM, I would be happy to take a look and let you know if it’s possible to unbounce them.

Thank you!

Diana

6

Hi Diana!

I’m sort of in the same boat. My personal email address was receiving emails just fine from my HubSpot account, but then one day the email bounced. Now it won’t send it at all. And there’s no option to “unbounce” it in my account. Are you able to help?
Thank you!

7

Hi @Lannette,

Sure! Please send me the email address via DM, I would be happy to take a look and let you know if it’s possible.

Best,

Diana

8

Thank you! I’ve sent you a message.

Lannette

9

I am having the same issue. Our FIRST paying customer’s emails bounced the first time we sent them a bulk email because of settings in their email system. Now we have successfully been allowlisted and tested sending emails to them from Hubspot. Can you remove the “Unknown user” value now that they are fixed?

10

Hi Diana,

I am having the exact same issue, I am unable to unbounce my user and another user.

Everytime I try to unbounce my user , hubspots returns the message “Unable to unbounce email” . What can I do?