Email

Troubleshoot your email sending domain

Last updated: October 13, 2020

Applies to:

Marketing Hub  Starter, Professional, Enterprise
Service Hub  Professional, Enterprise
CMS Hub  Professional, Enterprise
Legacy Marketing Hub Basic

If your email sending domain isn't connecting as expected, learn how to investigate and troubleshoot invalid records.

Check the status of your records in HubSpot

  • On the Hosting Setup step of your email sending domain setup, expand the Verify your DNS Changes section.
  • If HubSpot couldn't connect your email sending domain, a banner will appear above the DNS records table. For any DNS records that haven't been set up correctly, you'll see a Record Invalid error under the Status column.
  • Click on the Record Invalid status to reveal details about the connection problem.

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Update your records in your DNS

Fix duplicate top-level domain

If your domain name was duplicated in your CNAME record:

  • Keep the domain manager tool open in your browser.
  • In a new tab or window, log into your DNS provider and navigate to your DNS Zone File (sometimes appears as Domain Files, Manage DNS) for your domain.
  • Locate the CNAME records you added previously:
    • For one CNAME record you added, update the hostname to: hs1-[HubID]._domainkey
    • For the other CNAME record you added, update the hostname value to: hs2-[HubID]._domainkey

Troubleshoot another CNAME error

If your domain name was not duplicated in your CNAME record, but you're seeing record invalid error in your domain manager, try adding the affected records again:

  • Keep the domain manager tool open in your browser.
  • In a new tab or window, log into your DNS provider and navigate to your DNS Zone File (sometimes appears as Domain Files, Manage DNS) for your domain.
  • Add your CNAME records:
    • In your DNS provider account, select the CNAME record type.
    • In the domain manager, click Copy next to the CNAME value in the Host (Name) column and paste it into the corresponding field in your DNS provider account.
    • In your DNS provider account, select the CNAME record type.
    • In the domain manager, click Copy next to the other CNAME value in the Host(Name) the corresponding field in your DNS provider account.Add two CNAME records:
  • Save your changes in your DNS provider account.

Wait for the records to propagate

Once you've made all the necessary changes to your DNS records, you can click Refresh in the email-sending domain setup within HubSpot to confirm your domain has been successfully connected. It can take up to 24 hours for changes made with your DNS provider to be reflected in HubSpot.

refresh-email-sending-domain-settings

If you're still seeing problems after completing the troubleshooting steps above, you can contact HubSpot Support.

Check other troubleshooting tools

Dig

Dig is a tool used for network troubleshooting and providing info on DNS records. You can use dig to confirm whether you've configured your domain correctly.

  • Navigate to dig web interface.
  • In the Hostnames or IP addresses field, replace yourdomainname with your email sending domain. The record Type will already be set to CNAME.
  • Click Dig. The format of the CNAME records should be:
    • yourdomain-com.hs{xx}a.dkim.hubspotemail.net.
    • yourdomain-com.hs{xx}b.dkim.hubspotemail.net.

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