only delivered to 3-400 when I have 1600 on list

[MKnight8]

Very confusing communications in HubSpot!!!!

1

Have been sending to around 1300 but this time it only sends to 3-400 - don;t understand why

2

Happy to remove unenged contacts etc but all your guides don't match what I see so are useless

If you are going to have a free version, you must make it workable and enjoyable if you are ever going to convince me to pay for your product

[karstenkoehler]

Hi @MKnight8,

The easiest way for troubleshooting would be  checking the Recipients tab and Not sent section of the sent email.

If the contacts are listed there, you'll see explanations as to why contacts were not sent the email. These can include the following:

Are you using the marketing contacts functionality? If yes, are all recipients marked as marketing contacts? (HubSpot will not send emails to non-marketing contacts.)

Do all contacts have an email address?

Do you have the GDPR settings enabled? If yes, you might have restricted email sends to contacts who have a legal basis for communication only. In that case, you would have to update your contact subscriptions.

Have some of the contacts previously bounced? You can check by filtering your recipient list by "Email hard bounce reason is known". This could also be global bounces (contacts that did not bounce in your portal but three other HubSpot portals).

Did you already hit your monthly email send limit? (5X marketing contact tier)

Have some of the contacts previously unsubscribed? You can check by filtering your recipient list by "Unsubscribed from all email is equal to True"

If the contacts are not shown under Not sent, you would have to follow these steps: https://knowledge.hubspot.com/marketing-email/contacts-not-receiving-your-marketing-emails

Best regards!

[MKnight8]

1
Who am I talking to? Are you Hubspot employee or user ?

2
“The easiest way for troubleshooting would be checking the Recipients tab and Not sent section of the sent email”

Still unclear how I would interpret the information = very typical response that just leaves me frustrated EVERY TIME

The Recipients tab is merely a list of email addresses with “delivered” or “opened” next to it - what do you want me to do with this???????


The Not Sent section has various responses eg

Previously unsubscribed from all subscription types
Recipient email server issue
Low engagement
Previously hard bounced etc
WHAT DO I DO WITH THIS INFO??

3
‘If the contacts are listed there, you'll see explanations as to why contacts were not sent the email. These can include the following:”

Nothing following matches what the explanations are, as I have listed above

4
Are you using the marketing contacts <> functionality? If yes, are all recipients marked as marketing contacts? (HubSpot will not send emails to non-marketing contacts.)

This start with “when purchasing a Marketing Hub subscription” - I am on the free version and haven’t purchased anything from you yet

And I do NOT understand the rest of this page

I would assume I must be using this functionality - as HubSpot usually sends to around 1300 of my contacts

5
“Do all contacts have an email address?”
Yes, they do

6
“Do you have the GDPR settings enabled <>?”

I have no idea whether these settings are enabled or not - or SHOULD be enabled or not

The second sentence within this link is “Please note: while these features live in HubSpot, your legal team is the best resource to give you compliance advice for your specific situation”

I am a sole trader - do I need lawyers to send out monthly emails to contacts who have ALL opted to receive my emails. Admittedly, some of those people opted in a long time ago and I had time out from the business when unwell but they were all sent an explanatory email giving them the option to stay on or unsubscribe at the very beginning of my HubSpot journey

7
If yes, you might have restricted email sends to contacts who have a legal basis for communication only. In that case, you would have to update your contact subscriptions <>.

I do not understand this document

I have found various documents about updating my contacts, deleting unengaged contacts etc but they do NOT match what I can see in my account and are therefore useless to me. I have given feedback so that you might update them but that doesn’t not help me now - or get me paid while I spend hours NOT getting results with HubSpot

My knowledge of HubSpot is so poor I cannot even complete creating a new list - if I don’t understand the basics, I am never going to understand the more complicated stuff

How dare you have a product and expect people to understand your jargon. I have been out of the business loop for 8 years due to illness and I am OBVIOUSLY MISSING very basic understanding - and, so far, being refused this = going around in circles for months now and getting nowhere

I have been introduced to hotspot for the sole purpose of sending out my monthly email – it just should NOT be this hard, it is now bordering on ridiculous

8
Have some of the contacts previously bounced <>? You can check by filtering your recipient list by "Email hard bounce reason is known". This could also be global bounces (contacts that did not bounce in your portal but three other HubSpot portals).

Yes, some have bounced and I do not any of the multiple documents I have attempted to translate into English. ALL of your documents have multiple links for them to other documents and by the time I get to about the fifth document I am totally and utterly confused - with no clear steps on what to do

On estate bounces is a Member of my Directory ie someone simply getting an email so that they can see how I am promoting them with in the marketing email. This member has had to give me a separate address just so she can receive these emails. I have requested help from Hubzu spot on this matter multiple times and have not received a result at any point - just pointed to confusing documents that I've said I already find confusing and do not know how to implement

9
Did you already hit your monthly email send limit <>? (5X marketing contact tier)
NO - 2,000 limit - I've only been sending to 1300

10
Have some of the contacts previously unsubscribed? You can check by filtering your recipient list by "Unsubscribed from all email is equal to True"

Yes, some have unsubscribed and I can find them on unsubscribed list
But I don't know what the filtering thing is meant to tell me other than what I already know - which is that they're unsubscribed

What is your point with these type of questions?


10
If the contacts are not shown under Not sent, you would have to follow these steps: https://knowledge.hubspot.com/marketing-email/contacts-not-receiving-your-marketing-emails

There are 1,245 contacts on this months NOT SENT list
What does this list tell me? NOTHING

That they are already on another list, maybe?
WHAT DO I DO WITH THAT????
I've been asking this question for months and I still don't have the answers, any answers

[karstenkoehler · Accepted solution]

---

@MKnight8 wrote:
Who am I talking to? Are you Hubspot employee or user ?

---

Please see my signature in the community, I'm a HubSpot freelancer, not an employee.

---

@MKnight8 wrote:
Still unclear how I would interpret the information = very typical response that just leaves me frustrated EVERY TIME

The Recipients tab is merely a list of email addresses with “delivered” or “opened” next to it - what do you want me to do with this???????

---

If you click "Not sent" in the left sidebar, you shouldn't be seeing "Delivered" or "Opened", please see my previous screenshot.

---

@MKnight8 wrote:
Previously unsubscribed from all subscription types
Recipient email server issue
Low engagement
Previously hard bounced etc
WHAT DO I DO WITH THIS INFO??

---

If these are the reasons listed in the "Not sent" section, then here's what you would do:

• Previously unsubscribed from all subscription types: This contact has used the unsubscribe link in one of your emails or someone in your portal has previously unsubscribed them. In any case, they cannot receive emails due to their unsubscribe status.
• Recipient email server issue: The receiving email service provider is for some reason not taking your email in. Since this is on the receiving end and typically a technical matter, you cannot really do anything about this.
• Low engagement: This is the checkbox in the recipients tab of the email editor. If you checked this and chose to not email unengaged contacts, HubSpot excludes them. If you want emails to go through to these contacts, next time, don't check the box.
• Previously hard bounced: This email address cannot be reached, see here. https://knowledge.hubspot.com/marketing-email/what-is-the-difference-between-a-hard-bounce-and-a-sof... – you would have to check if the email address is still valid and if not, update it. If it is valid, removing hard bounces is not possible in the free CRM.

I'm happy to answer more if you have any follow-up questions, permitting general communication etiquette. Most users in this community help others in their free time. Please consider this when formulating your reply.

[MKnight8]

I don't even know how to receive any replies to this???