Email

Contacts not receiving your marketing emails

Last updated: April 18, 2019

Applies to:

Marketing Hub  Starter, Professional, Enterprise
Legacy Marketing Hub Basic

If your eligible contacts are not receiving marketing emails sent from your HubSpot account, there are several steps they can take to ensure that your marketing emails are delivered to their inbox.

  • Add your from email address to their email client address book. This tells the inbox that it should expect to receive emails coming from that address. Each email client has a different process for adding email addresses, which can be found in their help documentation.
  • Request that their IT/Email team whitelist your email sending domain. This tells their email server that it should expect to receive emails from any from address containing your domain (e.g., hubspot.com).
  • Request that their IT/Email team whitelist your sending IP addresses from HubSpot.
  • Open and click links in marketing emails they do receive from you. This tells the inbox to trust emails coming from your address and email sending domain. An email client is always learning; if your contacts continue to open and click on your emails, the email client will learn to accept those emails in the future.
  • Move your marketing emails found in their SPAM/junk folder back to the inbox. This tells the inbox where to place that email in the future and improves your domain's sender reputation.

 

Whitelist your sending IP addresses for marketing emails

To find your sending IP addresses in your HubSpot account:

  • In your HubSpot account, navigate to Marketing > Email.
  • In the lower left, click the More tools dropdown menu and select Manage whitelisting.

These IP addresses can include single IP addresses (e.g., 167.89.43.234) and ranges of IP addresses (e.g. 192.254.127.96/27). Ensure that the full list of sending IP addresses, both single addresses and ranges of addresses, is passed on to your IT/Email team to whitelist.

Please note: to whitelist by email sending domain instead of IP address, add shared.hubspot.com and hubspotemail.net to your network-level whitelist.

Learn more about how to keep your contact lists up to date to improve email deliverability.