Unwanted borders in some emails

ytaonon
Participant

Our latest email appeared fine for most, but for some people there were these strange borders. Sent to three people in our company, all using the same email service, only one got the bordering. ANy idea what this is?image.png

0 Upvotes
7 Replies 7
natsumimori
Community Manager

Thank you for your post @ytaonon .

When your email looks different for only certain contacts (and especially when those contacts use same email client), it's usually due to how this email client renders your email. Because each email client displays emails differently, some of your contacts see unintended lines or spaces in received emails.

 

I wanted to share these resources for your reference:

HubSpot Blog- How to preview your HubSpot emails in 30 different inboxes

Community- I see unwanted spaces

ytaonon
Participant

Thank you, but why haven't we had this issue before? It's the same template.

 
0 Upvotes
natsumimori
Community Manager

Good question! It's hard for us to tell exactly why, because how to render emails is not something HubSpot has controll. But one possible reason is the email client had some changes/updates and the way they display email contents have changed.

ytaonon
Participant

 We figured out the cause. Apparently, Hubspot used to automatically edit our email code, including setting the border-width to 0px. For some reason it doesn't do this anymore. Is there any way to reactivate this autoediting?

 
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natsumimori
Community Manager

@ytaonon 

I'm not aware of a global setting that applies "border-width : 0px" automatically to your emails. Is this about the classic editor emails or drag and drop editor emails? Could you let me know?

ytaonon
Participant

classic

0 Upvotes
natsumimori
Community Manager

@ytaonon 

I researched the internal resources, however, I wasn't able to find information around this sytle ("border-width : 0px") being added automatically. If the borders still appear randomely to some of your team members, could you please reach out to the Technical Support (https://help.hubspot.com/) so that the Support team can investigate this further? In your Support ticket, please include the following information:

- Which user is observing this behaviour and which user is not observing this behaviour

- Link to the email editor page

- Link to the email template

- Example screenshots where the Support team can see the unexpected borders