Blacklist remediation | Frequently Asked Questions

Last updated: April 22, 2020

Find answers to commonly asked questions about the blacklist remediation process. The best way to prevent future email blacklistings is to follow email deliverability best practices.

You'll see a banner in the Marketing Email tool if one of your emails triggered a blacklisting event.

email-blacklisting-bannerLearn more about why your account triggered a blacklisting event and more details about the remediation process below.

How was this remediation list created?

The list created by the Email Deliverability team (Delivered blacklisted campaign. No recent opens.) contains all contacts that received the blacklisted email campaign and haven't opened any emails within the past year. The spam trap that caused the blacklisting is included in this list. Opting out this list will prevent future blacklistings.

How do I opt out this list?

To opt out all the contacts in the remediation list (Delivered blacklisted campaign. No recent your account, you'll need to export the list from HubSpot and import it as an opt out list. If you opt out this entire list, you don't need to complete a permission pass campaign.

Is this related to recent bounce or spam complaint rates?

This is not related to bounces, unsubscribes, or spam reports. These are all actions taken by real recipients or receiving servers. Spam traps are real emails maintained by blacklist operators, so they won’t bounce. They also won't engage with the email to unsubscribe or mark the email as spam.

What is Spamcop?

Spamcop is a third party blacklist operator used for email security. They collect IP addresses and publish them publicly on their blacklist. Spamcop owns and operates spam trap addresses. When one of their active spam traps is included on an email from our servers, it will cause that IP address to be blacklisted for the next 24 hours.

How do I get delisted from Spamcop?

Spamcop blacklistings automatically expire after 24 hours. 

How will this remediation process help?

Completing the remediation process will also lead to better inbox placement and fewer soft bouncesSender open rate is one of the biggest factors inbox providers like Gmail and Microsoft use to identify SPAM. After completing this process the spam trap and any other inactive email addresses will be removed, and you'll see fewer soft bounces across all of your recipients.

I’m concerned about losing valuable contacts and leads.

The list created in your portal only includes unengaged contacts. These contacts are lowering your overall open rate, which is the number one factor that inbox providers will use to determine if incoming email should be sent to the spam folder. If you've engaged with these email addresses somehow within the last year, you can omit some of these email addresses from your permission pass campaign.

Will my permission pass campaign cause another blacklisting?

No, blacklist operators don't try to penalize senders who are in the process of resolving the issue. As long as it's a recognizable permission pass campaign, then this email should not cause another blacklisting.

Can I still send transactional email to these contacts?

Yes. Transactional emails can still be sent to contacts who have been opted out of all marketing email.

Can you provide examples of permission pass campaigns?

Yes, here are a few examples from other HubSpot customers.

I checked the box, “Don’t send to contacts with low engagement” on the campaign that caused the blacklisting. How can this be?

The Don't send to contacts with low engagement checkbox would not suppress a spam trap if it's a new contact in your system. This feature uses a suppression list called Contacts with Low Engagement, which includes contacts who haven't clicked or opened the last 10 emails (or more) they've received from you.

Do I need to include contacts who were recently added to my database in my permission pass campaign?

Yes, contacts with a recent create date are included because of the possibility of this being caused by a 'Recycled' spam trap. In order to effectively resolve this issue we can not use Create Date as a criteria for exclusion from the list. 

Do I need to include contacts validated through a third-party list in my permission pass campaign?

Yes, a spam trap would appear valid to almost all list validation services. List validators test whether or not an email address will bounce, but spam traps are deliverable addresses that will not bounce. 

Do I need to include contacts with low Sends Since Last Engagement in my permission pass campaign?

Yes, the contact property 'Sends Since Last Engagement' is incremented for every email a contact is sent without opening. A spam trap will never open an email, but if the address was just added to your database it will have a value of 0 for this property.