Why didn't my contact receive an email even though the email statistics indicate that it was delivered?

Last updated: January 14, 2019

Applies to:

Marketing Hub
Professional, Enterprise
Legacy Marketing Hub Basic

After sending a marketing email from HubSpot, you can view the post-send performance page to see which contacts received your email. In some cases, a contact that appears in the Delivered tab may reach out letting you know that they did not see the email in their inbox as expected.

There are two common explanations for this:

  • The email is sitting in a spam or junk folder in the recipient's inbox.
  • The email was placed in a quarantine area by a security filter. In this scenario, the email was filtered after being received by the server but before it was placed in the recipient's personal inbox.
In both of these cases the email has technically been delivered to the recipient's email server, and our server receives a confirmation that the other server was reached. This is why HubSpot includes these contacts in your Delivered statistics.

The email is sitting in a spam or junk folder in the recipient's inbox

If email is getting stuck in the spam or junk folder, there are a few steps your contact can take. HubSpot will still mark the contact as Delivered even when the email ends up in the contact's spam/junk folder.

To improve deliverability results, the recipient should move the email out of the junk folder and into their primary inbox. This will teach their inbox that they want to receive messages from you in the future.

You should also be sure that you have connected your email sending domain and that the domain matches the From address for emails you're sending from HubSpot:

  • In your HubSpot Marketing Basic, Professional, or Enterprise account, navigate to Marketing > Email.
  • Click Sent in the left sidebar.
  • Select the sent email in question.
  • Click See details to see the From address in the right sidebar.

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The email is in a quarantine area of the contact's email server

If the email cannot be found in the junk or spam folder, the contact may have an email security software or firewall that quarantined the email before it reached the individual's inbox. If this happens, ask the contact to consult with their IT team to check their email server. Provide your contact the subject line of the email, the From address and the date and timestamp of when the email was delivered. This information will help their IT administrator investigate why the email was quarantined.

To prevent this from happening in the future, you can ask the contact to whitelist your sending IP addresses with their IT team. You can find instructions on how to locate your IP addresses here. Also, be sure you have an email sending domain setup in HubSpot and that the email sending domain is used in the From address in the emails you send from HubSpot.

  • In your HubSpot Marketing Basic, Professional, or Enterprise account, navigate to Marketing > Email.
  • Click Sent in the left sidebar.
  • Select the sent email in question.
  • Click See details to see the From address in the right sidebar.
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For more information about steps your contacts can take to ensure delivery of your emails, check out this article.