Marketing Contacts in "Included Lists" Not Found in Email Send

[AGallo87]

I sent a marketing email to 5 lists. 

All contacts included in at least 1 static list were not sent the email. When searching for the contact in the Email record > "Recipients" tab, the search results returns: "Contact not found in this send. The contact you're searching for was not included in this email send." These contacts are not included in the "Not sent" category; they are also not included in any Excluded Lists and have not unsubscribed.

This same static list was included in an email sent earlier today and all contacts were sent the email. 

In addition to there being no record of any contacts of this static list being included in this send, it appears that there is no record of some contacts on other static lists being included in this email. 

The email was sent to 7,569 contacts and delivered to 7,544 contacts (a difference of 25). The size of the static list is 54.

Any idea why this is happening? And how to resolve the issue?

[CarolinaDeMares · Accepted solution]

Hi @AGallo87 

Some contacts on your static list weren’t sent the marketing email because HubSpot checks eligibility at the moment of sending, not just list membership. Common reasons include:

• The contact is a non-marketing contact.

• The contact has a hard bounce, spam complaint, or invalid email.

• The “Don’t send to unengaged contacts” option was enabled.

• The static list wasn’t refreshed, so some contacts changed eligibility between the first and second send.

This explains why they don’t appear in “Recipients” or “Not Sent”: HubSpot automatically excluded them.

To resolve:

1. Check the email’s Recipients > Not Sent tab for the breakdown.

2. Open a missing contact’s record and review marketing status, bounce history, and subscription status.

3. Verify whether “Don’t send to unengaged contacts” was checked.

4. Rebuild the static list as an active list to confirm discrepancies.

For next time, preview the send list before launching to confirm all contacts are eligible.-
Let me know if you'd like to schedule a free consultation to guide you on this  - Always happy to help!

Carolina De Mares

Brandgang

Goirkekanaaldijk 14

5046 AT Tilburg

[CarolinaDeMares · Accepted solution]

Hi @AGallo87 

Some contacts on your static list weren’t sent the marketing email because HubSpot checks eligibility at the moment of sending, not just list membership. Common reasons include:

• The contact is a non-marketing contact.

• The contact has a hard bounce, spam complaint, or invalid email.

• The “Don’t send to unengaged contacts” option was enabled.

• The static list wasn’t refreshed, so some contacts changed eligibility between the first and second send.

This explains why they don’t appear in “Recipients” or “Not Sent”: HubSpot automatically excluded them.

To resolve:

1. Check the email’s Recipients > Not Sent tab for the breakdown.

2. Open a missing contact’s record and review marketing status, bounce history, and subscription status.

3. Verify whether “Don’t send to unengaged contacts” was checked.

4. Rebuild the static list as an active list to confirm discrepancies.

For next time, preview the send list before launching to confirm all contacts are eligible.-
Let me know if you'd like to schedule a free consultation to guide you on this  - Always happy to help!

Carolina De Mares

Brandgang

Goirkekanaaldijk 14

5046 AT Tilburg

[AGallo87 · Accepted solution]

Hi! None of these situations applied to any of these contacts. 

After speaking with customer support, I realized that these contacts were included in an excluded list. Mystery solved...and a good reminder to double-check list membership status as well.