Can't send email to all contacts, even though they're all set up as marketing contacts
SOLVE
1 Accepted solution
Can't send email to all contacts, even though they're all set up as marketing contacts
SOLVE@Circu5 it looks like you're on a paid subscription and you're experiencing buggy behavior – I'd recommend reaching out to HubSpot support directly in-app (via chat, email, phone). They can investigate the bug. Once solved, you can bulk update your contacts and that should solve the issue of the low recipient count.
| Karsten Köhler |
 | Did my post help answer your query? Help the community by marking it as a solution. |
Can't send email to all contacts, even though they're all set up as marketing contacts
SOLVEHi Karsten - many thanks for your reply.
I've done everything you suggested, and I'm still getting this error message.
I also can't update all my contacts in bulk. As you can see below, the "Finish" button is greyed out, and I can't do anything.
I'm at my wits' end here. I just don't know why this is happening.
Any help gratefully received!
Thanks,
Steve Tilling
Can't send email to all contacts, even though they're all set up as marketing contacts
SOLVE@Circu5 it looks like you're on a paid subscription and you're experiencing buggy behavior – I'd recommend reaching out to HubSpot support directly in-app (via chat, email, phone). They can investigate the bug. Once solved, you can bulk update your contacts and that should solve the issue of the low recipient count.
| Karsten Köhler |
| Did my post help answer your query? Help the community by marking it as a solution. |
Can't send email to all contacts, even though they're all set up as marketing contacts
SOLVEHi @Circu5,
There are typically a few reasons why records are excluded:
- They're not marketing contacts. You would have to set them as marketing contacts: https://knowledge.hubspot.com/records/set-contacts-as-marketing
- The contacts do not have an opt-in for the subscription type you chose in the settings tab of the marketing email editor. You would have to make sure they have an opt-in: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types
- You've exceeded your marketing email sending limit. You can check if that's the case here: https://knowledge.hubspot.com/account/manage-your-hubspot-subscription#find-your-hubspot-subscriptio...
These two are the most likely reasons why the number is lower than expected.
Keep in mind that HubSpot will still exclude contacts who have previously unsubscribed or who have bounced in your portal or in multiple other HubSpot portals. There isn't any way to work around that in a Starter subscription.
Best regards
| Karsten Köhler |
| Did my post help answer your query? Help the community by marking it as a solution. |
Can't send email to all contacts, even though they're all set up as marketing contacts
SOLVEHi Karsten, thanks for your reply, I appreciate it. To clarify my situation, I've annotated your message below in red and with screen shots.
"They're not marketing contacts. You would have to set them as marketing contacts: https://knowledge.hubspot.com/records/set-contacts-as-marketing " . They're all set up as marketing contacts:
"The contacts do not have an opt-in for the subscription type you chose in the settings tab of the marketing email editor. You would have to make sure they have an opt-in: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types". This is something I haven't done. I clicked on a contact and saw that it, like most of my contacts, had a "not specified" subscription status.
So, I click "View subscriptions", and get this pop up box.
I then click the "Subscribe" button, which appears when I hover my mouse over the area.
From there, the pop up box asks me to enter a "Legal basis for communicating with contact". The most appropriate category choices in the dropdown boxes here for me are "Legitimate interest - other" or "Not applicable". So I choose one of them.
Next, I enter explanatory text in the "Explanation for communication consent" box, which I've written as follows:
"I am a musician communicating with music journalists, radio stations, blogs, etc. I'm not selling products. These are communications where I send press releases about my band, or liaise on matters such as setting up interviewers. Such music industry contacts rely on communications with bands like mind, to be able to provide their readers with updates on them. No money is exchanged, and no products are bought."
I click save. Then I get this error message.
No matter how many times I do as the error message asks - refresh and try again - the error message still pops up.
Can you help? And is there a way to update the subscriptions on all my contacts in bulk, without having to click on each contact and edit individually (this will take me ages)?
Many thanks!
Steve
Can't send email to all contacts, even though they're all set up as marketing contacts
SOLVE
@Circu5 wrote:
Can you help? And is there a way to update the subscriptions on all my contacts in bulk, without having to click on each contact and edit individually (this will take me ages)?
Yes, the page I shared has a section on updating contacts in bulk: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types#update-subscrip...
If the error persists, please try another browser / private window or tab.
| Karsten Köhler |
| Did my post help answer your query? Help the community by marking it as a solution. |
