“I compared two contacts — one that shows up as an available recipient for a marketing email, and one that doesn’t. Their subscription status, bounce history, and unsubscribe status are all identical. I can’t find a ‘Marketing contact status’ property anywhere in my account to check that either. Can you look at my account directly and tell me why these two contacts differ?”
Hi @EricHigh,
When you add both contacts in the sending / recipients section of a marketing email, HubSpot will show you a box with a “Review reasons” hyperlink which will explain why one contact is not going to receive the email while the other is. If you share what you see there, I can explain. It’ll be one of the points explained below.
There are a few potential reasons, some you already rule out - for one contact, one of the following might be true (and result in them being excluded):
- Email hard bounce reason is known
- Marketing contact status is any of Non-marketing contact (if you’re not seeing this, your portal is not on the marketing contact model)
- Unsubscribed from all email is true
- Opted out of [subscription type you chose for the email] is true
- Invalid email is true
- Email is unknown
- Marketing email confirmation status is none of User clicked confirmation or Customer marked confirmed or empty (if the double opt-in is enabled in your portal)
Other reasons, directly in the email:
- You’ve chosen to exclude unengaged contacts and the contact is considered unengaged: Understand graymail and avoid sending email to unengaged contacts
- You’ve configured a send frequency cap and the contact has exceeded the cap: Set up an email frequency safeguard
Best regards
thank you for your reply Kersten. My issue is that in my contact list, not all of my records show up when i am preparing a bulk email. For example, lets say I have 300 records in my database. When i go to do the bulk email only 50 are visible or available to select. Why are all of my records not showing to select? thank you
@EricHigh that sounds like your segment may not be configured correctly - what are your segment criteria?
I apologize for my lack of education and you have to speak to me like i’m a 2yr old. All i know is i enter each new record the same - name address phone email and lead or prospect. I do nothing different because i don’t know any different.
I created the clone email. I then go to select recipients and only an handful are shown/avaialble, not all of them. I’ve used claude to explore all options of how i enter data and if anything is different and nothing can be found or riase flag.
@EricHigh the normal way to add contacts to an email is by creating a segment; Create segments
You can the select the segment in the sending option if the marketing email.
Can you try to follow those steps and let me know where you’re getting stuck?
what is a ‘segment’? Do you mean how do i enter my data?
@EricHigh did you review the link I shared in my previous reply? It both explains what a segment is and walks you through creating one.
i will try that never heard of it and get back to you. thanks.
Are you saying it is not related to how i enter data as new records?
I followed create segments and now it appears to show all the records and allows me to choose who to receive and who to not receive. Thanks. very much!