Emails 'from' different for different users - despite one account

[AbbyWP]

Hello
I believe our account is set up correctly, but today one staff user had an email (sent to her contact record, along with our customer contacts) go through with 'bf01.eu.hubspotemail.net' showing when it was in her Outlook spam folder. Other staff have sent emails today from the same account and that hasn't happened. 

Is this a Hubspot issue or issue for our Outlook seetings? I did see mention of email send conflicts maybe causing an issue. We have sent 6 emails today, but none where at the same time and are within our 70,000 sends.

We have paid Hubspot with:

Marketing Hub Professional
Sales Hub Professional
Service/Content/Operations Starter

Many thanks

Abby

[AbbyWP]

Hi, thanks for your reply. They are marketing emails. We are a small org, so our settings/usage is the same, but one email from a staff member to contacts (including staff) ends up in the Outlook spam folder showing the bf01.eu.hubspotemail. email address, the other goes straight into inboxes. 

[karstenkoehler]

@AbbyWP the reply remains a bit vague - could you confirm that the exact sending domain is authenticated? Are both emails sent from the same sending domain? To speed this up, maybe, could you let me know which sending email address was chosen?

This really sounds like accidentally, someone tried to send an email from a sender email address that does not belong to a connected domain.

[AbbyWP]

Hi, thanks for your reply. Yes, we've done all that. One staff user email is sending ok, another user email is not. That is what I am querying - why/how are they different?

Many thanks

Abby

[karstenkoehler]

@AbbyWP could you please confirm which email type exactly you're referring to? Marketing email or sales email? If you're referring to marketing emails and if you're definitely sending from an authenticated domain, this is a bug that you should be flagged with HubSpot support. Before doing so, please double check that all used sending domains are connected.

For example, if you have acme.com connected as sending domain but someone is attempting to send an email from acme-team.com, then this second domain would have to be authenticated.

Best regards

[karstenkoehler · Accepted solution]

Hi @AbbyWP,

If you're referring to marketing emails, then it's a matter of email authentication: https://knowledge.hubspot.com/marketing-email/manage-email-authentication-in-hubspot

The sending domain used for your email send must be authenticated. Without authentication, it will be HubSpot branded.

Best regards!