As a HubSpot customer, you may receive email notifications based on actions taken by you or your contacts. Sometimes these notifications result in bounces or other complications with spam filters. To help ensure that HubSpot emails are delivered to your inbox, please follow the steps below.
Notifications these instructions may apply to include:
- When a lead fills out a form
- Exporting a list of contacts
- Test emails from our email marketing tool
- Daily/weekly/monthly prospect emails
You will have to engage with your IT team to make changes to your whitelist or "safe sender" list.
Please note: these instructions are to help ensure that you receive notifications from the HubSpot application. Marketing emails sent from you using HubSpot (including blog subscription notifications and internal emails in Workflows) use a different set of IP addresses. To ensure that your internal team members are able to receive Marketing emails sent from your account, you'll need to whitelist your sending IP addresses as well.
To find your sending IP addresses, navigate in your HubSpot Marketing account to Content > Email. In the left sidebar, click Manage whitelisting under More tools. A dialog box will appear with a list of your sending IP addresses. Click Copy to clipboard to copy the list so you can pass it along to your IT team for whitelisting.
Adding HubSpot to your whitelist
Most spam filters allow you to whitelist a sender by adding their domain or IP address. The 'from' addresses we send notifications from are:
- firstname.lastname@example.org (specifically for lead revisit notifications)
In addition to adding those addresses to your address book (inbox-level whitelisting), you can add HubSpot's IPs and/or shared.hubspot.com to your network-level whitelist. The following static IP addresses are used for notifications sent from our tools:
- 188.8.131.52 - 184.108.40.206 - Form submissions, CSV file exports, Daily Prospects digest
- 220.127.116.11 - Test emails from the Email tool
- 18.104.22.168 - HubSpot CRM emails
- 22.214.171.124 - HubSpot Lead Flow & Collected Forms emails
Having your IT admin add those IPs and/or shared.hubspot.com to your network level whitelist, will ensure that all of HubSpot's in-app communications get delivered by your company's server.
Postini: IP Lock
We have a number of customers who use Postini / Google Apps for their corporate mail, this section is intended to help our customers receive their email and notifications.
Please note: we are unable to support Google Apps or Postini, but this information should help you diagnose the problem and identify which changes need to be made.
HubSpot says this message was sent but it never reached my inbox, or even my spam folder.
Most often this is because Postini is configured to "black hole" messages instead of reject them when they are deemed to be spam.
If you contact our support team we can locate the SMTP-ID for the delivered message so you can determine it's disposition. Follow these directions to access the Log Search in Postini's Administration Console to locate the email that appears to have gone missing:
- Access the Postini Administration Console
- Click on "Log Search" in the top menu
- Expand the search criteria by clicking "More search criteria"
- Enter the SMTP Message-ID in the proper section *
- Make sure you select a decent time frame at the top to make sure you'll find the message
- Click on "Search"
When the results appear you will see a grid with the message ID, Sender, Recipient, Disposition and other information. You can click on the message ID to expand the information and find the details of the disposition of the email, which should explain why it was quarantined.
If you find the message in the logs, you must take action in order to receive email. According to Postini Enterprise Support the cleanest way of fixing the problem is to add your domain and HubSpot's IP addresses to Postini's IP Lock.
Adjusting IP Lock
If you have any questions about adjusting IP lock you should contact Postini support for assistance. Unfortunately we can't advise you on how to make changes to your settings, but here are directions from Google support:
- Access your Postini Administration Panel
- Click on Orgs and Users and open [yourdomain.com] Email Config 1
- Select Inbound Servers in the top menu
- Click on RPF in the blue sub-menu
- Click on Add Domain
- In the Domain field, type your domain.
- Check the IP Lock box and click on Save at the bottom of the page.
- In the IP Lock section, add HubSpot's IP addresses and then select Deliver for messages that match that IP and Pass for message that don't match it.
- Pass means that the messages that don't match that IP will still be filtered normally.