reply-to HubSpot domain is giving error to all recipients

[JCat95]

Hi folks,

I'm using the free tier. I sent out a small marketing email for my first attempt at using this cool system. However, all the recipients received errors when they clicked "reply". I understand that HubSpot needs to use one of its own domains when sending out these emails. Here is the error message received when trying to reply to my marketing email:

DNS Error: DNS type 'mx' lookup of hubspotfree.eu1.hs-send.com responded with code NOERROR DNS type 'mx' lookup of hubspotfree.eu1.hs-send.com had no relevant answers. DNS type 'aaaa' lookup of hubspotfree.eu1.hs-send.com responded with code NOERROR DNS type 'aaaa' lookup of hubspotfree.eu1.hs-send.com had no relevant answers. DNS type 'a' lookup of hubspotfree.eu1.hs-send.com responded with code NOERROR DNS type 'a' lookup of hubspotfree.eu1.hs-send.com had no relevant answers.

The email address I chose in the marketing email settings is the same email address we have established as our HubSpot inbox. 

Thanks for the help. Cheers.

Justin

[Jnix284]

Hi @JCat95 I checked my free account and even though it has the box checked to "use this as my reply-to address" - this feature requires an upgrade, clicking the checkbox takes you here.

What I can't figure out is why the users are getting the error when they try to reply.

It seems like a mistake that the box is checked yet it is using the HubSpot email instead of your own.

I did a quick test and I was surprised to see that it showed the reply-to as my actual email:

and furthermore, when I clicked reply, it worked as expected.

Do you have a screenshot of what the email header looks like for you when getting the error?

[JCat95]

Hi @Jnix284 ,

Thanks for your reply. I can't give you email headers because I was not a recipient. Some of the recipients were kind enough to tell me about the error.

"Your message wasn't delivered to personal=personal.com@hubspotfree.eu1.hs-send.com because the domain hubspotfree.eu1.hs-send.com couldn't be found."

I just did a test email campaign where I was the only recipient, making sure the settings were set to just as they were in the previous campaign, and it worked fine. In other words, I don't know why hubspot entered their "pass through" email address in the first campaign and then entered the correct personal email address in the second campaign (in the reply-to field).

However, I think HubSpot does have an issue with its hubspotfree.eu1.hs-send.com domain name, as mentioned in my first post.

All this to say, I think the reply-to address will work now but I don't know why it didn't work originally. Thanks for your reply, though.

[Jnix284 · Accepted solution]

Thank you for the additional details @JCat95, I can confirm there have been some strange issues arising related to recent changes with sending emails from free accounts and there is quite a bit of inconsistency.

It will be good to continue to monitor your email sends and email health to make sure everything continues to work as expected.

[CBullock]

I just got the same issue with my free account, replying to a test email I sent myself.  Is there a way to fix this?

[PTomlinson]

This thread should be marked as open - it is not resolved, I just attempted to reply to a HubSpot free email and it produced a DNS failure. @Jnix284 do you happen to know if HS engineering team have a plan to find a permanent solution to this?

[Jnix284]

@PTomlinson I don't have any insight into what the product team is working on, tagging in the @CommunityTeam to see if they can help escalate this.

[Jnix284]

@CBullock There's another thread where we thought the issue was resolved temporarily, but from everything we can tell this is the expected behavior for free acounts. With a Starter bundle, you can get access to all 6 hubs for $20/mo (or $15 if you pay annually) - previously Starter was $50/mo and a bit more out of reach if you were just getting started, but honestly there's no better time to leverage a paid plan.

Free accounts on any platform will have their limitations, this is just one of them.