Customer Service emails not delivering to unsubscribed contacts

[Hdento1]

We are emailing customers and our messages are not delivering to unsubscribed contacts. However, our marketing emails are sent from a different e-mail. Has anyone had this happen before and how can we fix this?

[karstenkoehler · Accepted solution]

Hi @Hdento1,

This is, unfortunately, expected behavior and the only solution is to purchase the transactional email add-on: https://knowledge.hubspot.com/marketing-email/how-to-use-transactional-email-in-hubspot

For any other subscription type, HubSpot will not let emails through to unsubscribed contacts – regardless of whether they're customers or not.

Best regards!