Contact has bounced globally but opens and replies on email sent via Outlook

SOLVE
vanessaELabs
Participant

Anybody else experience this? How do I unbounce or change the setting of a contact that HubSpot deems "Contact has bounced globally", yet the contact has opened the email and replied from it. FYI - the email was sent via Outlook with the HubSpot bcc to sync.

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1 Accepted solution

Accepted Solutions
DeliveryByJess
Solution
HubSpot Product Team

Hello @vanessaELabs ,

 

Contacts marked as global bounces can only be unbounced by connecting with HubSpot Support.  If you have a paid HubSpot subscription, you can connect with Support by clicking the purple "help" button in the lower right hand corner of your account. 

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DeliveryByJess
Solution
HubSpot Product Team

Hello @vanessaELabs ,

 

Contacts marked as global bounces can only be unbounced by connecting with HubSpot Support.  If you have a paid HubSpot subscription, you can connect with Support by clicking the purple "help" button in the lower right hand corner of your account. 

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letsing
Participant

Thank you for your response. Unfortunately, I have a free account and I was wondering is there an option for free accounts? The global bounce is a personal friend and I've sent emails through hubspot without issue but the marketing email I sent came back as a global bounce. I appreciate any help that can be given. Thank you!

0 Upvotes
IRayner
Participant

I have at least one contact with a hard bounce but I have never even mailed them out of HubSpot. The contact was created when we uploaded our contacts upon creating the account. How can we fix this? Also, since I have about 15,000 contacts, how do I find out how many others have been similarly flagged? I have sent 32 emails so far out of HubSpot.

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SQuinn
Member

Is there a way to fix the global bounces for all affected emails? We had a Yahoo server issue yesterday and had many (so many we do not know all of them) emails bounce. The issue is these clients are actual paying customers and not just leads. 

Edit: This has been solved by help. Thank you.

0 Upvotes
JLSB
Contributor

Hi @letsing @vanessaELabs @DeliveryByJess 

Unlike other Marketing Automation vendors, Hubspot has categorized mailbox full, policy and spam bounces as hard bounces (which they are not). Which is why valid email addresses are being marked as bounced.

To learn more, you can see my post:

Hubspot's unconventional bounce handling is costing us valuable leads and customers 

If you agree, please upvote and contact your CSM to ask that this be changed.

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