Email from sender is displaying so wrong

[SaferCycling]

I've sent many emails through Hubspot, but something went wrong with today's send. Instead of showing my name or my email address in the From line in the recipient's inbox, it shows  info...@...ee.hs-send.com

Once inside the email it shows like this (my actual info replaced between &&&s) from: Melissa &&&LastName&&& <info=&&&emaildomain&&&.ca@hubspotfree.hs-send.com>

If it wasn't obvious from that, I am a free user. 

Previous email sends have come in showing Melissa &&&LastName&&& in the inbox, and within the message shows as from: Melissa &&&LastName&&& <info@&&&emaildomain&&&.ca> via bf02.hubspotfree.net

I can't find anything that I've changed, whether on purpose or by accident, and I'm not sure if this is exclusive to the inboxes in my house (we use Gmail), but it's definitely weird. 

Any advice? Is this something to worry about?

Thanks,

Melissa

[SaferCycling]

I am happy to report that my email sent today and the sender name is displaying properly!!!!! 

I'm hesitant to say things are fixed, because this email went to a smaller sublist, not my main Active  customer list, but I'm just thrilled it's displaying my name properly in Gmail again. I have an email to my main Active list going out next week, so I will report back after that. 

Fingers crossed.

Melissa

[Jnix284]

@SaferCycling I missed your reply that it was working - there was a period of time that community thread notification emails weren't delivering and I missed a lot of updates, regardless, so happy to hear it was finally displaying properly. Did it continue to display correctly after you sent to your main list?

Curious to know since @MariadelMar is having the same issue now

[SaferCycling]

Hi Jennifer 

Unfortunately, no. It sent one email to a sub-list and one email to my main Active list properly, and has not sent the last 2 to the main Active list properly. 

Melissa 

[MariadelMar]

Hi @SaferCycling ! Could you let me know if the issue with the sender's name has been resolved? I'm having exactly the same problem as you and I don't know what to do.

Thanks,
Maria del Mar

[SaferCycling]

Hi Maria,

I thought it was resolved, because an email I sent to a sub-list and to my main Active list went out properly, but the last 2 to my main Active list have not gone out properly. 

Are you a free user? If so, HubSpot has said there's nothing they can (or will) do to resolve this. If you're paid user, contact support and tell them to fix it for you. 

Good luck,

Melissa

[ZIsmagambetov]

Hi There , I have the same behaviour with my hubspot emails. I have paid plan. I've been using it since September 2023 but in the beginning of Feb 2024 I started seeing wrong email. 

Incorrect from email: 

from:

my_emai; <myemail=domain@bf02x.hs-send.com>

Before Feb it was working, see correct one: 

from:

myemail <myemail@domain.com via bf02x.hubspotemail.net>

[Jnix284]

@ZIsmagambetov the way your email is showing is not "incorrect" it is now configured to be in compliance with the new requirements by Google and Yahoo which went into effect in February.

If you reply to one of your emails, you'll see that the correct email will be populated in the email reply's recipient field.

[5hellos]

Dear Jennifer,

I have the same problem as mentioned above. However, if we reply to one of the emails, we still see the 'wrong' email with hubspotfree.hs-send.com... and not the correct one. How can we fix it? And how can we fix that our recipients see the correct email from the start?

[Jnix284 · Accepted solution]

@5hellos I think this is the new way that emails are sent from free accounts and don't believe that the hubspotfree.hs-send.com is the wrong one.

This is from an email I've configured in a free account:

This is the knowledge base article linked below the "From address" about improving deliverability:

Essentially, since you have a free account and can't configure an email sending domain to create the necessary DKIM/DMARC records (HubSpot already takes care of SPF), your emails wouldn't reach recipients at Google/Yahoo due to the requirements that rolled out February 1.

HubSpot is changing your email sending address to be in compliance with these authentication requirements.

You can hear directly from the Email product team in this recording about the Gmail and Yahoo Email Updates in HubSpot

The reply-to email will still come directly to your email, the only way to have the from address match your domain is to upgrade to Marketing Starter.

[Downunder]

Hello Jennifer,

thanks for your advice in this thread. It looks like a well meaning response from Hubspot to changes earlier this year. 

We have recently spun up an additional Hubspot free account and sent a test marketing email to some customers. 

- the marketing email is being received by test recipients

- the from address is as you described - @hubspotfree.hs-send.com

- replying to this email is also as you described - info@ourcompany.com

- however, these replies are not received, either by hubspot or our outlook client (desktop and online)

- outlook is recording the 'you replied to this message' and it is captured in outlooks SENT folder, but nothing is being received (again by hubspot or outlook).

thoughts? 

[MMashinchian]

Hi Jennifer,

Thanks for your answer. I was about to ask this question and found this answer.

However, I wanted to raise this issue that , when instead of my sender name, something " supp...@...ee.hs-send.com" appears in recipients' inboxes, it might be considered spam for them and reduce the open rate! I was wondering if Hubspot has any solution for free accounts like myself.

Thank you 

[SaferCycling]

I'm still waiting on a solution. There has been no word since it was escalated internally a month ago. 

I did include a notice in my email following the first one I identified that displayed terribly for Gmail users to be aware of, and I haven't had any marked as spam yet, but I feel like it's only a matter of time before it happens and it's not my fault. 

Melissa

[BérangèreL]

Hi @SaferCycling and @MMashinchian,

Thank you for your patience while I was checking internally.

What you are seeing is a new domain that we created to implement a ‘variable domain’ process to ensure that Free accounts can continue sending, even though, connecting a sending domain is possible with a Starter+ subscription.

I can confirm that with a free account, this behavior is expected, as indicated in this article "Unauthenticated emails and email variable domains".

You would need a paid subscription to connect an email sending domain.
So, in terms of the behavior you are seeing here, it is working as designed.

However, I'd like to thank you for your valuable feedback, I have shared it with the Team.

Thank you.

Best,
Bérangère

[APalacios78]

I am long time Hubspot fan ... and all I can say is that this is terrible, Why do you offer a free service if is going to lack of so much quality?. Do Darmesh knows about this?. There are milions of entrepeneurs (and even enterprise companies, Im the former Implementation leader of one of your biggest customers  in the world) that start their busines or their markeing tools evaluation with fremium tools in order to update later. And remember , a lot of entrepeneurs start with freemiun because they can´t pay yet something better not because they don´t want to.

This is heartbreaking guys ....

[Jnix284]

@APalacios78 I hear and feel your frustration, I'll tag in the @CommunityTeam to see if there's anything further they can do to escalate this internally.

[SaferCycling]

Hi Berangere, 

I still feel like Hubspot is not understanding the problem we're dealing with: it is not the from email address that is the problem, it's the from name which is not displaying properly in Gmail. 

It's clear that no solution is forthcoming, though, so I will just edit every email I send to include a note that my name may not display properly in Gmail and hope that no one marks it as spam, causing me to lose my ability to send email at all. 

Melissa

[APalacios78]

Yes, I think this is happening because Gmail is detecting the hubspot address as spam, so when gmail detect suspiciuos email addresses what it does to protect the user is showing the email address instead of the From Name.... 😪

[BérangèreL]

Hi @SaferCycling,

Thank you for asking the Community!

I understand that you are sending marketing emails from Hubspot and the from address is not the one you had. Please let me know if that's not the case.

I am not sure if you have seen this, but recently some changes have been made. Since February 2024, Google and Yahoo require senders to implement email authentication. Here is the post about it and the requirements about it: "Google and Yahoo have hired a digital bouncer, but we’re here to help you get on the list!". If you have questions about this, there is also currently an AMA (Ask Me Anything) about the Yahoo/Google authorization where you can drop your questions!

How did you use to send the emails with "via bf02.hubspotfree.net", please? What is from a contact record? A marketing email? An email from the conversation inbox?

Have you connected your email sending domain, please?

Because if you didn't that's likely the reason why the from address has been edited to improve deliverability. All marketing emails and transactional emails sent via HubSpot that do not use a connected email sending domain are subject to a variable domain managed by HubSpot.

Here is the article about it: "Unauthenticated emails and email variable domains".

I also wanted to invite a couple of subject matter experts to this conversation: Hi @Jnix284, @danmoyle and @andrus do you have any advice to help @SaferCycling, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you so much and have a wonderful day!

Best,
Bérangère

[SaferCycling]

Hi Bérangère & Jennifer, 

I'm not sure that this is related to the Gmail authentication thing, as this was sent through HubSpot marketing email.

I do have my Gmail inbox connected, but this wasn't sent through my inbox. This was a marketing email sent through HubSpot Email, like the many I have sent before. 

Sorry for the confusion on the previous message, I added the &&&s to indicate that I had modified what was between them. I have blocked out the same on the pics below.

Some screenshots: both of these messages were sent through Hubspot email, to my Active Contact list (which includes my husband, who brought this to my attention) of approximately 300. The one that was sent on Jan 31 came through ok. The one sent on Feb 28 is messed up.

within hubspot email details < how the correct one displays in Hubspot Email details

in inbox < how the correct one looks in inbox

after opening message < how the correct one shows after opening message

in hubspot email details < how the bad one looks in Hubspot email details

in inbox < how the bad one looks in Inbox, with the notification emails about this thread also showing for comparison

after opening message < how the bad one looks after opening the email. 

Please let me know if you want me to put larger versions of these up. 

When did the Gmail authentication thing take effect? I don't think that's what the problem is, but it could be, as this is a Gmail account that was sent to (my husband's is too). Should I ask other contacts who have Gmail accounts if theirs came through ok? 

Thanks,

Melissa

[SaferCycling]

Oh, this is interesting: it does seem to be related to Gmail. When I go into my webmail, it looks fine. 

My account is a google account, but I have it as an alias in my Gmail inbox. 

Does that mean I need to do more Gmail authentication stuff? 

Melissa