Emails to Contacts showing as 'delivered' but aren't?

[MaryMalone]

We are a Healthcare Coalition (paid account), sending out surveys to hospitals and other healthcare partners via Marketing Emails. Some of our partners, (almost all the issues are with hospitals) report they are not receiving the emails. In Hubspot, the email is showing as 'delivered' These surveys are COVID info and capacity information, the people we email have specifically been assigned the task of responding. 

In contacting the hospital IT folks, they are reporting to us that they don't see our emails as filtered, diverted to spam - they do not see our emails coming in at all. 

Because of this we can't identify which of our partners are receiving the surveys and not opening them, and which are not receiving them at all.

Their IT is stumped as to how to allow our emails from Hubspot because they cannot find them and see where they are being filtered out. 

How can we help IT at receiving hospitals fix the issue?

OR - What can we do to avoid it? 

[webdew · Accepted solution]

There’s an article that could be of help about the reasons why it is showing so and how we can overcome this: https://knowledge.hubspot.com/email/why-didn-t-my-contact-receive-an-email-even-though-the-email-sta...

but, for this kind of issue, I would suggest you reach out to support once, as they would be a better help because they can look into your portal about what is happening and how it can be solved.

To reach out to support you need to 

1. Click on the help button in the bottom right
2. Then click on contact support, and they will chat with you
3. If they are not available, you can send them an email regarding the same.

Hope this helps!
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