We have an issue with sending emails via hubspot.

[Jaylin]

Hello everyone,

hope you have a great day!

we are having a problem when we send email via HubSpot. the email couldn't be send. and i couldn't find the reasons about it. 

do you have some advice here?

[karstenkoehler]

Hi @Jaylin,

Has the email address for this contact bounced before? Is there a value in the property "Email hard bounce reason"? https://knowledge.hubspot.com/marketing-email/what-is-the-difference-between-a-hard-bounce-and-a-sof...

If not, then the best way to resolve this is by contacting HubSpot support in-app directly, via chat or email. They can see the detailed error messages.

Best regards

[Jaylin]

it was in the ticket interface, not in the Marketing Email, i didn't find the property "Email hard bounce reason". where can i find the details error related to tickets email?

[Nhal]

Totally get why that’s confusing. Are you mainly trying to track bounce reasons for follow-ups sent from tickets? The “Email hard bounce reason” property only lives on the contact record, not in the ticket interface itself. I’ve run into this too. What helped me was clicking into the associated contact from the ticket, then checking the contact’s property history or activity feed for email delivery errors. It usually shows the bounce type and a short message like “Mailbox full” or “Address does not exist.” If it’s still not showing there, sometimes HubSpot support can pull the SMTP-level bounce message on their end. Let me know what you see on the contact side, and we can dig deeper if needed.

[karstenkoehler]

@Jaylin you would have to look up Email hard bounce reason on the contact record of the contact who was sent the email. There is no corresponding property on the ticket object.

[Jaylin]

ok, i checked it, the property is empty.

[karstenkoehler]

@Jaylin then the best way to resolve this is by contacting HubSpot support in-app directly, via chat or email. They can see the detailed error messages.

[Jaylin]

ok, thank you a million~

[Jaylin]

ok, it shows taht the email wasn't send. and i don't know the real reasons.do you happen to know something about it?

[karstenkoehler · Accepted solution]

@Jaylin please look up the value for 'Email hard bounce reason' on the contact record belonging to the email address which was the recipient. If there is a value, that's the explanation. If there isn't, you would have to reach out to HubSpot support.