Facebook ads - not receiving email when new contact created

[CKenny]

Hi, I’m new to HubSpot and still using the free platform currently. A few weeks ago I had set up my account in order to receive automatic emails when we get a new lead off our Facebook ads. It worked amazing for the first two ads I did - this time however it isn’t sending me the emails and there isn’t an option to automate it to specific emails when I try to go to edit the ad settings like it did previously. I have tried disconnecting our Facebook page and then reconnecting it, but no luck! Hoping someone can help!

[CKenny · Accepted solution]

I figured out the issue. You have to click through to the actual ad which I didn't realize was an option. So Marketing---> Ads---->Click on Campaign Name---->Click on Ad Sets---->Click Edit Next to Ad---> You can add in your emails for notifications there.

Hope that helps anyone else having this issue!

[PamCotton]

Thank you for sharing your solution @CKenny !

Kindly,

Pam

[karstenkoehler]

Hi @CKenny,

It seems like, unfortunately, the product team removed this functionality from the free HubSpot version then. This doesn't look like a bug but intentional.

@sharonlicari, @TiphaineCuisset, is this something you could confirm with the product team?

Best regards!

[CKenny]

@karstenkoehler This is what it looks like on desktop. Same issue. 

[karstenkoehler]

Hi @CKenny,

This seems to be a recent change in product or a bug then. Since this screenshot is taken on mobile, could you confirm the same behavior on desktop?

Best regards

[CKenny]

Yes same thing happened on the desktop when I was trying to work on it
earlier today at work. --

[karstenkoehler]

Hi @CKenny, no unfortunately not. You can either copy/paste an image into the text editor here or use the camera icon in the menu bar.

[karstenkoehler]

Hi @CKenny,

Could you reshare the screenshot? It's not displaying for me.

Best regards!

[CKenny]

Edited

[CKenny]

Does this show up?

[karstenkoehler]

Hi @CKenny,

Could you check the recommended steps in this knowledgebase article on notifications for lead ads? "To configure new contact notifications for an existing lead ad campaign, you can edit the ad and update the notification settings under Automate."

If that doesn't work, there are a variety of reasons why you might not be receiving HubSpot system or notification emails. Here are some things you can try if that's the case.

Hope this helps!

[CKenny]

Yes there is no option under “automate” to add an email in to receive
notifications. That’s where I had put it in for my previous ad but it’s not
there this time? I’m attaching a screenshot for your reference.