Valid client emails tagged as invalid

[Justanotheruser]

We've had several issues where a client mentions that they haven't gotten any emails from us. When we investigate, Hubspot says: 

There was an issue sending an email to this contact.

This recipient looks invalid. Previous sends to this address have bounced.

The recipient is NOT in fact invalid and we communicate with them at the exact email that Hubspot says is invalid. 

What can we do to resolve this issue and have our clients receive emails? We do not want to ask them for another email, this is a client's own work email and we will not ask them to provide us with something else. 

Thanks for your help! 

[user9r4563728]

We are getting a critical issue that is related to this - valid email addresses from users are being inputted into the forms on our website and they're getting an error "Please enter your work email" and being prevented from inputting them. Please could someone reach out to help?

[JDonnelly]

I'm having this problem too. These emails are not invalid and for some reason Hubspot suddenly marks them as invalid. This is interfereing with customer service. 

[karstenkoehler · Accepted solution]

Hi @Justanotheruser,

These cases are usually global bounces: a hard bounce for a permanent reason across three or more HubSpot accounts. Permanent bounces include unknown user and mailbox full. Global bounces are dropped from future emails across all HubSpot accounts. This is a measure taken by HubSpot so as not to further decrease email deliverability for everyone.

If you know for sure that this email is valid, you can reach out to HubSpot support. They'll ask you to provide a recent email from the contact that shows the email is valid and they are opting in to your emails, including the to and from address, date and time of email, message from the contact. 

Hope this helps!

[Justanotheruser]

Thank you for taking the time to response, Karsten. Very much appreciated.