Hard Bounce Active List Issues

[THoward2325]

Hey Everyone,

I'm working on cleaning up my new companies CRM and I'm going through Hard Bounced contacts and created an Active List to see who is on it. My boss noticed some people on their that actively engage with our stuff. Upon further review of the specific contacts in question it doesn't say anything above their name about being a Bounced contact like it does for most of the Bounce contacts ie. gives the option to Unbounce.

Would anyone know why this is? I see on some of the contacts that they haven't had a bounce but the Hard Bounce reason is Other. Not really sure where to go from here as I want to delete Hard Bounce contacts but don't want to delete contacts that are engaging with our marketing efforts.

[karstenkoehler · Accepted solution]

Hi @THoward2325,

This probably has to do with how the property Email Hard Bounce Reason is set up. A while back, I checked with HubSpot support: "unbouncing a contact will not clear the hard bounce reason". In your case, some of those contacts on the list might have been unbounced before – they still show because the property value does not change after the initial bounce.

A way to keep track whether you've unbounced a contact before or not would be an additional custom property. (You'd have to manually maintain and update this everytime you unbounce a contact.) If that property has the value "Unbounced", you could exclude those contacts from your active list.

Best regards!