No reset on Global Bounce flag

indy78210
Participant

I am in the process of managing my bounced contacts and have changed the email for one of them for a new one. While it is a perfectly correct one, the flag for global bounce does not remove, and now says the new email bounced globally (which is 100% false). So I guess there is a problem there : no reset of the flag, and no verification on new emails…

4 Replies 4
Zakiya
HubSpot Employee

Hi! Because bounces are associated with email addresses and not the contact record itself, you can update your contact's email address and any bounces will not carry over to the new email address. Likewise, if you update your contact's email address to one that has hard bounced in the past, the contact will appear ineligible for email when you make the change.

 

Learn more here

indy78210
Participant

Well, not so !

 

Let's say abc@def.com has bounced. I change it to uvw@xyz.com (as you see, completely different and checked and valid) : Hubspot now tells me uvw@xyz.com has bounced. Which is false.

 

So there definitely is a problem here !

csbri
Contributor

I'm having this same issue. I've talked to the person, gotten a new address, and the global bounce doesn't remove when I update to a new email address. So now I've promised this person will receive information from us and am not allowed to send to them. This is an issue. 

0 Upvotes
jbotelho
Contributor

Unfortunately the only way to have the global bounce flag removed is by a HubSpot Service Rep. We had a contact that was unable to fill out any forms because they had globally bounced. This makes no sense to me as you'd think the flag would be removed if they're the ones filling out the form with that email address.  

0 Upvotes