Draft and sent emails mysteriously disappearing in HubSpot

[SarahWhite18]

At our company, we have a team of designated employees using HubSpot's Marketing Hub Enterprise to manage email communications with our customers. Recently, one of our employees encountered two issues that raised some concerns. First, a draft email mysteriously disappeared from our account without any explanation. Later in the week, an email he sent did not appear in the "Sent" folder or any other email list, even though he can confirm with certainty that it was successfully delivered—he had included himself as a recipient.

These issues are troubling for us because they hinder our ability to analyze sent emails and track customer interactions, which is crucial as we continue to develop workflows based on engagement data. Has anyone else experienced similar problems, or can offer insights on how to resolve this?

[Olivia_Bagnall · Accepted solution]

Hi @SarahWhite18 

My name is Olivia and I am an ex-HubSpotter turned HubSpot expert for Baskey the agency. Happy to help here!

So there are two things I would need to check in your account: 

1) Were the emails accidentally assigned to a specific user or team so that you and your colleague are no longer seeing them? 

2) Are they in your recycle bin? 

It's not possible to look into either of these things on the community so I woudl suggest doing the following: 

1)  Chat into HS support describing the issue. 
2) Provide a screenshot of the email you received in your inbox including the date, the from address and the subject line. 
3) Provide the name of the user that created the emails 

Using their internal troubleshooting tools, I beleive the technical support team will be able to locate the emails. 

You certainly want to resolve this so you can start trusting your software again and that is the best way to do it 🙂 

If you need any help with troublehooting other matters, I would be happy to help. 

Kind regards, 

Olivia