Email Deliverability

Troubleshoot your email sending domain

Last updated: July 16, 2019

Applies to:

Marketing Hub  Starter, Professional, Enterprise
Service Hub  Professional, Enterprise
Legacy Marketing Hub Basic

If your email sending domain isn't connecting as expected, learn how to investigate and troubleshoot invalid records.

Look up your CNAME records

First, look up the CNAME records associated with your domain to confirm they're set up correctly:

  • Navigate to dig web interface.
  • In the Hostnames or IP addresses field, replace yourdomainname with your email sending domain. The record Type will already be set to CNAME.
  • Click Dig. The format of the CNAME records should be:
    • yourdomain-com.hs01a.dkim.hubspotemail.net.
    • yourdomain-com.hs01b.dkim.hubspotemail.net.

dig-web-interface

If you're seeing your domain name twice in the record, your DNS provider is probably adding your domain to the records automatically. This would create invalid records.

troubleshoot-cnameTo resolve the issue, update the CNAME records in your DNS to only include the following in the hostname field:

  • hs1._domainkey
  • hs2._domainkey



Update your records in your DNS

Domain was duplicated in the CNAME record

If your domain name was duplicated in your CNAME record:

  • Keep the domain manager tool open in your browser.
  • In a new tab or window, log into your DNS provider and navigate to your DNS Zone File (sometimes appears as Domain Files, Manage DNS) for your domain.
  • Locate the CNAME records you added previously:
    • For one CNAME record you added, update the hostname to: hs1._domainkey
    • For the other CNAME record you added, update the hostname value to: hs2._domainkey


Troubleshoot another CNAME error

If your domain name was not duplicated in your CNAME record, but you're seeing record invalid error in your domain manager, try adding the affected records again:

  • Keep the domain manager tool open in your browser.
  • In a new tab or window, log into your DNS provider and navigate to your DNS Zone File (sometimes appears as Domain Files, Manage DNS) for your domain.
  • Add your CNAME records:
    • In your DNS provider account, select the CNAME record type.
    • In the domain manager, click Copy next to the CNAME value in the Host (Name) column and paste it into the corresponding field in your DNS provider account.
    • In your DNS provider account, select the CNAME record type.
    • In the domain manager, click Copy next to the other CNAME value in the Host(Name) the corresponding field in your DNS provider account.Add two CNAME records:
  • If you're seeing a record invalid error for your TXT record in your domain manager, add your TXT record again:
    • In your DNS provider account, select the TXT record type.
    • In your domain manager, click Copy next to the TXT record value in the Value column and paste it into the corresponding field in your DNS provider account.
  • Save your changes in your DNS provider account.


Wait for the records to propagate

Once you've made all the necessary changes to your DNS records, you can close the domain manager. Check back in about 14 hours to confirm your email sending domain has been successfully connected. It can take up to 24 hours for changes made with your DNS provider to be reflected in HubSpot.

If you're still seeing problems after completing the troubleshooting steps above, you can contact HubSpot Support.