Do not receive e-mails

[Thijs44]

Since the newest update, incoming e-mails are sent to info="companyURL"@bf.hubspot-inbox.com instead of the regular e-mail address.

This has changed to improve receipt of e-mails.

Lately more and more we get messages of costumers, that they want an update about a question sent earlier.... which we did not receive.

Anyone else having issues with this? 

We are currently using Hubspot Free

[Mike_Eastwood · Accepted solution]

Hi @Thijs44 

I recommend you upgrade to Marketing Starter (or CRM Suite to get all the toys) so you can set up your Email Sending Domain in HubSpot.

Please let me know if you have any questions.

Mike

p.s. thank you for the mention @BérangèreL 

Here to learn more about HubSpot and share my HubSpot Knowledge. I'm the founder of Webalite a Gold HubSpot Partner Agency based in Wellington, New Zealand and the founder of Portal-iQ the world's first automated HubSpot Portal Audit that helps you work smarter with HubSpot.

[BérangèreL]

Hi @Thijs44,

Thank you for reaching out to the Community!

There has been some updates made indeed, and it is now recommended to comply with the authentication process as outlined in this article "Manage your email authentication in HubSpot".

If you attempt to send an email from an unauthenticated domain, such as user@yourcompany.com, then HubSpot will modify the email address to use a HubSpot managed domain (e.g., hs-domain.com), so the resulting sending address will appear as: user=yourcompany.com@hs-domain.com.

Also, it seems that you are not receiving emails from your customers.

1. Have you checked in the spam folder?
2. Where are you looking for these emails? In a shared conversation inbox? Or in your personal email?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I'd like to invite a couple of subject matter experts to this conversation: Hi @Ben_M, @Mike_Eastwood and @FCorbaci do you have suggestions to help @Thijs44, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much and have a great day!

Best,
Bérangère

[Thijs44]

Hi Bérangère,

Thanks for your email.
sending e-mails with the hs domain is not the problem. But somehow people
do reply to that email as well, it is not changed into our
user@yourcompany.com

1. Spamfolders are checked
2. Inbox is where the mails are checked. when unreceived emails are
forwarded we also cannot find the previous ones.

[BérangèreL]

Hi @Thijs44,

Thank you for the additional information and for your patience.

Thanks a lot for your contribution @Mike_Eastwood ! ❤️

For context, this change was implemented because of the stricter sending requirements imposed by Google and Yahoo. Here is the post about it "Google and Yahoo have hired a digital bouncer, but we’re here to help you get on the list!":

Starting February 2024, Google and Yahoo will be requiring email authentication for all bulk senders. Emails that are not properly authenticated will be automatically blocked or directed to spam. Our HubSpot managed domains will be fully authenticated with DKIM, SPF, and DMARC. In the event that you are sending with an unauthenticated domain, we can ensure that your email will pass the necessary authentication checks through the variable domain process.

This change is required to ensure the emails are delivered, but for the authentication a paid subscription is necessary since email sending domains require a paid subscription.

The only workaround we can recommend is to set up a hosted email and add the hosted email address as the from address in your marketing emails.

This would result in replies showing up in the Conversations inbox and should also track marketing email replies.
Recipients should be able to reply to this email address without issue.

I hope this helps!

Have a lovely day!

Best,
Bérangère