Emails triggered by workflow not being received by some users

[Patti_R]

Hi all,

I've done some initial troubleshooting on this, to no avail, so hoping this group may be able to help! We have a workflow where the last step sends an internal email notification. Some of our users are getting the workflow emails and others aren't. For those not getting them - I have already verified the HubSpot settings shown below are correct. I have also had them check their junk folder in Outlook, logged directly into our external spam inbox (we use Mimecast), and checked the Microsoft quarantine folder. Does anyone else have any suggestions?

Thanks in advance!

[karstenkoehler]

Hi @Patti_R,

What does the workflow actions log say about these notifications? https://knowledge.hubspot.com/workflows/understand-your-workflow-details-page

Were they delivered or does it show an error?

Best regards

[Patti_R]

Great question! It's showing they were successful - to both the users who did get the emails and the ones who didn't.

[karstenkoehler · Accepted solution]

@Patti_R very mysterious. That suggests that the email was sent correctly and lost in transit. However, you already checked all of the places where it could've got stuck.

You could try HubSpot support as a next step, in app via chat or email. Maybe there was a bounce that is not visible but can be removed by support.

[Patti_R]

Thanks @karstenkoehler!