Email | Frequently asked questions

Last updated: March 28, 2019

Find fast answers to common questions about email content and deliverability.

Why are images not displaying in my email?

There are a few reasons why an email client may not display images by default:

  • Email clients don't always show images by default due to security settings and require users to click to download pictures in an email.
  • Some email clients won't render very large images (10+ MB).
  • Some email clients have stricter security settings than others. This can mean that some images in your email will show while other images will not.

You can enable the web page version of your email to allow users with strict email settings to view your email images.


Can I edit a marketing email after it has already been sent?

Once an email has been sent, there isn't a way to update the text content of the email, or the sender information because the email has left HubSpot's control and is on the way (or has been received) by the recipient's email client.

However, if you are using a HubSpot CTA in your email, you can update the design and the link in that CTA, and in some email clients, the changes you make to the CTA will apply in the email that the recipient sees.

  • In Outlook, the CTA is re-loaded each time the email is opened, which allows the email to pull in the style and link updates you have applied to the CTA.
  • In Gmail, the first time the email is opened, the CTA will load and will remain in that same state each time they open the email. Any updates to the CTA will not be applied if the email has already been opened. If you change the CTA and the recipient hasn't yet opened the email, the changes will apply the first time they open the email. Learn more about updating your CTAs.  

Why is my contact showing both delivered and bounced?

A bounce message, also called a Non-Delivery Report/Receipt (NDR), is an automated message from the recipient's mail server informing the sender about a delivery problem to a specific email address.

Statuses of Delivered returned from the recipient server aren't always actual deliveries. Instead, some mailboxes queue incoming email requests before they reach the recipient's inbox. This results in receiving both Bounced and Delivered statuses.


Why is an email sent by HubSpot placed in the Promotions tab within Gmail?

In 2013, Gmail changed its interface and email categorization. Because of this change, emails sent by marketing platforms such as HubSpot will appear in the Promotions tab.

Your recipients can drag these email messages from the Promotions tab to Primary to help ensure that similar emails will appear there moving forward. Gmail will ask if you would like to do this for similar messages in the future; we recommend that you click Yes.

Your recipients can also add your email from address to their Google contacts to prevent emails sent using that address from ending up in the Promotions tab. 

Please note: that the Promotions tab is by no means the equivalent of a spam folder. It is simply a newer email categorization interface Gmail implemented on its platform.