Email

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

Last updated: July 14, 2017

Available For:

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

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/Junk folder in their inbox or it is in a quarantine area on their email server. In either case, the email was received by their email server which is why HubSpot shows these contacts on the Delivered tab.

 

The email is in the SPAM/Junk folder

The email was successfully delivered to the contact's inbox, but may have ended up in their SPAM/Junk folder. Ask the contact to check that area of their inbox to see if the email is there. HubSpot will still mark the contact as Delivered even when the email ends up in the contact's SPAM/Junk folder.

To prevent this, ask the contact to add your email's From address to their address book. Also, be sure you have an email sending domain setup in HubSpot and that the email sending domain is used in the From address for emails you send from HubSpot.

  • In your HubSpot Marketing account, navigate to Content > Email.
  • Click Sent in the left sidebar.
  • Select the sent email in question.
  • Click Show more info to see the From address.

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

HubSpot marks contacts as having been delivered an email based on a delivery notification received in the background from the contact's email server. Once this delivery notification is received, HubSpot will mark the contact as Delivered.

The contact may have a SPAM protection software installed and the email was caught up in quarantine. The email was indeed accepted by their email server, but it was seen as suspicious and not allowed to appear into their personal inbox. If this happens, ask the contact to consult with their IT/Email team to check their email server. Provide your contact the subject line of the email, the From address and the time/date the email was showing as delivered. This information will help their IT/Email person investigate the whereabouts of the email.

To prevent this, ask the contact to add your email's From address to their address book. 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 account, navigate to Content > Email.
  • Click Sent in the left sidebar.
  • Select the sent email in question.
  • Click Show more info to see the From address.
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For additional steps that your contacts can take to ensure delivery of your emails, check out this article.

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