A list may be quarantined upon import or after a marketing email send if any of the following conditions are met:
- The list directly contributes to a high hard bounce rate (15% or higher) on multiple emails sent through HubSpot. For reference, a hard bounce rate of 1% is typically considered normal in the email industry.
- The list contains emails with a known history of high hard bounce rates based on HubSpot's historical email data. These emails are also referred to as global bounces.
- Contacts were added through suspicious form activity. This scenario is most likely caused by a third-party with the intent of spamming the recipients' inboxes.
How quarantined lists work
After contacts on a list have been quarantined, you won't be able to send marketing emails, including automated workflow emails, to those contacts. If those quarantined contacts are also present in other lists, they'll be dropped when sending to those lists.
The following contacts will be exempt from the quarantine:
- Contacts who opened or clicked one of your marketing emails.
- Any contacts who opted in through a valid form submission.
- Contacts who reply to a one-to-one sales email sent from a connected inbox.
How can I see all the contacts in my account that have been quarantined?
- In your HubSpot account, navigate to Contacts > Lists.
- Search for and click the list titled Quarantined Contacts.
What should I do next?
To remove individual contacts from a quarantined list:
- Send them a one-to-one sales email from a connected inbox. If the one-to-one sales email receives a reply, the contact will be removed from the quarantined list.
Please note: the one-to-one email must be sent solely to the contact you're trying to remove from a quarantined list.
- Enable CAPTCHA to verify that new form submissions are valid.
- Enable double opt-in to verify all new form submission as valid. This is a best practice for optimal email deliverability results.