Email

How can I send an email to a contact that has previously bounced?

Last updated: December 13, 2016

Available For:

Marketing: Basic, Pro, Enterprise
Sales: N/A

Not all bounces are permanent. Depending on the nature of the bounce, you can try resending to a bounced email address in the next email send.


Do I need to do anything with bounced contacts?

HubSpot automatically does not send to contacts that have bounced previously for a permanent reason (e.g. invalid recipient, recipient not found, etc.) in the next send to protect your sender reputation. These contacts will appear in the Not Sent tab in the post-send screen of your email. There is no need to filter or delete these contacts to prevent sending to them. However, you may decide that these contacts are stale and/or bad addresses that are no longer relevant to keep in your database for future email sends.

How can I audit my hard bounced addresses?

To see which contacts bounced on one of your emails and to audit the bounce reasons, go to Content > Email Sent then click on the email in question. Once in the individual email's post-send screen, go to Recipients > Hard Bounced > Show details for a particular contact to view the bounce reason or click Export (next to List Actions) to view the bounce reasons in bulk.

hard-bounced-tab.pngCan HubSpot remove hard bounces from my contacts' email addresses?

Yes, HubSpot can remove hard bounces under certain circumstances. Please follow these steps to remove a hard bounce from an email address:

  1. Make sure you have an Email Sending Domain connected to HubSpot. See how to connect an email sending domain here.
  2. Verify that the email address is valid. Have you communicated with this person outside of HubSpot recently? If you have a list of contacts to unbounce, please verify that they are all valid, opted-in contacts by auditing the export from the post-send screen (as noted above) and following the recommended guidelines here
  3. If you are aware of a whitelisting, network, or content issue that is indicated in the bounce reason, please verify that the issue has been resolved. Here are some steps that you and/or your contacts can take to ensure deliverability of your marketing emailsOther bounce types such as unknown addresses and/or mailbox full indicate an abandoned email account and generally cannot be recovered/unbounced.
  4. Contact HubSpot Support here. Please be sure to provide the bounced email addresses for our team to investigate. If you had an issue that affected many contacts, please provide a link to the list of contacts.

Please note that HubSpot Deliverability will refuse requests to audit and/or remove bounces from third party lists as purchased lists are prohibited in our acceptable use policy. See what lists are accepted in HubSpot here.

HubSpot does not provide list cleaning services as we are a permission-based sender and it is not considered best practice. Instead we recommend removing inactive subscribers or trying a re-engagement campaign. There are many third-party service scanner options if you decide to clean your list.