Hubspot sending emails to wrong recipients

[MediNation]

Hello,

I have send a marketing email and configured it to be sent to a recipient list.

When I look at the report of 'delivered' e-mail there are email addresses showing up that do not existe in the recipient list. 

Has anybody ever had this situation?

Best,

Patrick

[Kgeorrge]

You're dealing with a situation where email addresses that aren’t part of your intended recipient list appear in the "delivered" report. This can happen for a few reasons. Sometimes, if the list was recently updated or segmented, emails could end up being sent to addresses that were inadvertently added or belong to older versions of the list. Another possible cause is syncing issues with other systems or platforms you're integrated with, which might add contacts to the list without showing up directly in your view.

To fix this, double-check that the recipient list you’ve selected is the correct one, ensuring no unintended contacts are included. Also, if you're syncing data from other platforms (like a CRM or e-commerce store), make sure those integrations are working as expected and not causing duplicate entries. 

If you've checked these and still notice issues, reaching out to your platform’s customer support might be the best option. They could help identify any potential bugs or data sync issues. Let me know if you need specific steps for your platform!

[MediNation]

Hello Tom,

Yes. It is an active list.

When comparing the recipients of the active list and the list of delivered messages, there are delivered messages to emails that are not on that list when you go through it.

These recipients were on that active list previously, but have been taken off 6 month before. As of the moment on the sending, they clearly were not on the list. Looks like a bug to me.

What do you think?

Best

Patrick

[TomM2 · Accepted solution]

Hey @MediNation did your list criteria change? 

If they were clearly not on the list when sending, then they wouldn't be sent to. If it's an active list HubSpot will automatically add and remove anyone who meets or does not meet the criteria, so this is always subject to change. It's impossible to say for sure without seeing your portal and troubleshooting, but I would be confident these were on your list at the time of sending and have since been removed. 

What are the list fitlers you're using? 

[TomM2]

Hey @MediNation is your list an active list? What are the filters for your list? If it's an active list it may be possible the contacts were present when the email was triggered by were removed after.