HubSpot doesn't receive incoming emails and blocked the forwarder email

[mostafasoufi]

The incoming emails are stoped since a couple of days ago and I assume that HubSpot has blocked our forwarder email because the emails are not coming from one email, but the other one works fine!

This is the test that I did to wanted sure that happened

From: hi@ourdomain.com
To: hello-1@***.hubspot-inbox.com
Doesn't work!

From: hi@ourdomain.com
To: mypersonalemail@gmail.com
Works!

From: mypersonalemail@gmail.com
To: hello-1@***.hubspot-inbox.com
Works!

From: help@ourdomain.com
To: hello-2@***.hubspot-inbox.com
Works!

[mostafasoufi · Accepted solution]

I've just deleted and then created a new one and then worked fine!

Thanks!

[karstenkoehler]

Hi @mostafasoufi,

Are you referring to the forwarding address in HubSpot?

The email address you're using to send the forwarded email must be one of the following:

• A user in your account.
• One of your connected email inboxes.
• An alias in your email client (either an alias that has been configured in your connected Gmail inbox, or an alias added to your Profile & Preferences).

Can you confirm that all of these criteria are met?

Best regards

[mostafasoufi]

Thank you for your prompt reply, I'm referring to the Forward emails to a hosted email address in the conversations inbox.

[karstenkoehler]

Hi @mostafasoufi,

Sometimes these emails land in the spam folder of the inbox, have you checked there?

You can adjust the rules for spam here: https://app.hubspot.com/live-messages-settings/YOUR_PORTAL_ID/allow-and-deny-list (Replace YOUR_PORTAL_ID with your portal id.)

Best regards!

[mostafasoufi]

Thanks for providing the solutions, I've checked and allowed the domain and email on the list, but still, the email is not coming.

We've 2 emails in the Channel, the thing is that the second one works fine! weird.