GotoWebinar Confirmation Emails Not Triggering via Hubspot Integration

We've recently switched over to Hubspot for all our registration forms and noticed an influx of responses from webinar registrants saying that they didn't receive their confirmation email. It looks like the integration is all connected properly in real-time and the users are shown as registered in GotoWebinar, so I can't see why the confirmation email isn't being triggered. Has anyone else experienced this problem or know of a workaround to ensure that their registrants receive a confirmation email?

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Accepted answers

KateG

hi @TeamQ nice seeing you,

I did a test and received a confirmation email for your latest webinar so the issue may not be Hubspot. A few things to try:

All GTW email is sent from customercare@gotowebinar.com so the first thing to do is have your registrants check for any email from that address, they may find it in a SPAM filter.
If they are using a work email they may need to have their IT check this email address.
If they are still not getting the emails, we can check that the email is not on our internal block list. You can contact support or Message me the customer's email and I can check for you. To message me click on my username KateG and you will see the option to message on top right hand side of the next screen.

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GlennD

Hi @DCIConsulting, welcome to the community.

As this is only happening to some of your registrants and they receive the confirmation email if you manually resend it, the cause of the issue is unclear. When you resend the confirmation email from GoToWebinar it is sent the same way and from the same email address. The best course of action would be to work with our support team and run some tests to see if any patterns emerge.

DCIConsulting

Hi,

I'm experiencing something similar. People who have registered for multiple webinars in the past are now not getting the initial confirmation email after registering. However, if we find their registration in GoTo Webinar and manually resend the confirmation email, they get the email almost right away. I don't think this is a HubSpot integration email, nor does it feel like these people are on internal block lists.

KateG

hi @TeamQ nice seeing you,

I did a test and received a confirmation email for your latest webinar so the issue may not be Hubspot. A few things to try:

All GTW email is sent from customercare@gotowebinar.com so the first thing to do is have your registrants check for any email from that address, they may find it in a SPAM filter.
If they are using a work email they may need to have their IT check this email address.
If they are still not getting the emails, we can check that the email is not on our internal block list. You can contact support or Message me the customer's email and I can check for you. To message me click on my username KateG and you will see the option to message on top right hand side of the next screen.