Red box in customer's email preferences

[DAllor]

I'm wondering if anyone knows why a box would be shaded red in a customer's email preferences. This customer wants to receive this email regularly and has the box checked. Hubspot says the emails are delivered, but she isn't receiving them. 

[karstenkoehler · Accepted solution]

Hi @DAllor,

Could you navigate to her contact record and find "Communication subscriptions" in the left sidebar of the contact record? (You need to scroll down a bit to see it.)

When you click on "View history", you should see this contacts opt-status for the "Tea with Julie" subscription – this would be the first step to get to the bottom of this.

In general, if HubSpot is saying that the email was delivered, this shouldn't have to do anything with subscriptions. If everything looks good in the subscription section, these would be the next steps that you'd have to guide her through: https://knowledge.hubspot.com/email/contacts-not-receiving-your-marketing-emails

Best regards!

[DAllor]

Thank you, Karsten. That is helpful. 

Diana

[MatthewShepherd · Accepted solution]

Hi @DAllor 

I believe the rose-coloured background on the subscription type indicates that is the subscription type associated with the email in which they clicked the link to view their email preferences page.

The following article lists some troubleshooting steps you can try to resolve this issue with your customer:  Contact didn't receive an email even though the email statistics show it was delivered

[DAllor]

Thank you, Matthew! Very helpful.

[karstenkoehler · Accepted solution]

Hi @DAllor,

Could you navigate to her contact record and find "Communication subscriptions" in the left sidebar of the contact record? (You need to scroll down a bit to see it.)

When you click on "View history", you should see this contacts opt-status for the "Tea with Julie" subscription – this would be the first step to get to the bottom of this.

In general, if HubSpot is saying that the email was delivered, this shouldn't have to do anything with subscriptions. If everything looks good in the subscription section, these would be the next steps that you'd have to guide her through: https://knowledge.hubspot.com/email/contacts-not-receiving-your-marketing-emails

Best regards!