Recipient don't receive email

[FMaida]

Hi,

I have a list of 1,000 contacts, but only 333 received my newsletter.

I reviewed the list and it appears that the rest of my contacts are not receiving the emails due to this issue: "Recipient unsubscribed or we do not have a GDPR-compliant legal basis for sending."

Is there something wrong?

I created a web pop-up on my website to capture new subscribers for the newsletter and included a request for receiving emails, but I am not sure if it is working correctly.

Thank you for your help.

[FMaida]

Hello,

I will try to give you more information: 

I have a list of 1,000 contacts, but only 333 received my newsletter.

I reviewed the list and it appears that the rest of my contacts are not receiving the emails due to this issue: "Recipient unsubscribed or we do not have a GDPR-compliant legal basis for sending."

So, Here below you can see the form I have created

and this is the form I am using right now:

 

How can I solve this problem?

 

[FMaida]

I have also noticed that there are 2 types of subscription. Is it possible to add it only in one subscription and with different languages? 

 

[karstenkoehler · Accepted solution]

@FMaida after reviewing your automated emails, yes, you can remove subscription types. When you move your mouse over it and click through the menu to archive it, HubSpot will tell you which emails are still using it. Generally, you're free to remove and add subscription types: https://knowledge.hubspot.com/marketing-email/set-up-email-subscription-types

Under "Edit", you can add translations.

[Lucila-Andimol]

Hey @FMaida 

here is an article with all the things to check for email deliverability

Just because someone completed a form, doesn’t automatically make them subscribe to your email notifications.

You can have a workflow to mark them as subscribers and chose then subscription type

or you can do it manually.

Hope this helps

[FMaida]

Is that legal? They don't have to accept the agreement?

[Lucila-Andimol]

@FMaida yes

if they have checked your "Acepto los terminos...."you can subscribe them, this means consent.

[karstenkoehler]

Hi @FMaida,

It sounds like you have "Legal basis required" setting enabled (https://knowledge.hubspot.com/privacy-and-consent/how-do-i-turn-on-gdpr-functionality-in-my-hubspot-...).

With that setting enabled, HubSpot will only send an email to a contact with the contact has an opt-in for the subscription type that was chosen in the settings tab of the email: https://knowledge.hubspot.com/marketing-email/set-up-email-subscription-types

(The lack of an opt-out is not sufficient.)

You would have to make sure that the subscription type you're capturing via your pop up form (in the forms settings) matches the subscription type you chose for your email. In the pop-up form editor, go into the tab "Form", in the left sidebar click the pencil icon next to "Data privacy and consent". Check whether the subscription type here is the same as the one in the "Settings" tab in the email editor of the email you're sending.

For a short term fix or a clean-up, you can bulk opt contacts in as well: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types

A common mistake, for example, is that users accidentally have a newsletter form that feeds into the one-to-one sales subscription type and not into the marketing subscription type. When sending a marketing email, HubSpot cannot find that marketing opt-in.

Have a look and let me know if you have any follow-up questions!

[FMaida]

Hi Karstenkoelher,

Thank you for your reply.

I noticed that the "Define contacts created as marketing contacts" option is disabled in this section. Is this the option I need to enable?

[karstenkoehler]

@FMaida this is relating to another feature: https://knowledge.hubspot.com/records/marketing-contacts

Yes, contacts must be marketing contacts for them to receive emails and you should enable this.

The error message you received is however related to what I described in my previous answer, fairly confident about that.

---

It sounds like you have "Legal basis required" setting enabled (https://knowledge.hubspot.com/privacy-and-consent/how-do-i-turn-on-gdpr-functionality-in-my-hubspot-...).

With that setting enabled, HubSpot will only send an email to a contact with the contact has an opt-in for the subscription type that was chosen in the settings tab of the email: https://knowledge.hubspot.com/marketing-email/set-up-email-subscription-types

(The lack of an opt-out is not sufficient.)

You would have to make sure that the subscription type you're capturing via your pop up form (in the forms settings) matches the subscription type you chose for your email. In the pop-up form editor, go into the tab "Form", in the left sidebar click the pencil icon next to "Data privacy and consent". Check whether the subscription type here is the same as the one in the "Settings" tab in the email editor of the email you're sending.

For a short term fix or a clean-up, you can bulk opt contacts in as well: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types

A common mistake, for example, is that users accidentally have a newsletter form that feeds into the one-to-one sales subscription type and not into the marketing subscription type. When sending a marketing email, HubSpot cannot find that marketing opt-in.

---

[FMaida]

Hi Karstenkoelher,

Thank you for your reply.

I can't really find the section that you are talking about.

[karstenkoehler]

@FMaida where exactly are you getting stuck? Can you share a screenshot in the pop-up forms editor where you're getting stuck? Can you share a bit more detail what you're struggling with exactly?

The more context you provide, the better I can help. Currently, I don't have much to go by.