Unsubscribe link issues | Community
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A
Anonymous
June 30, 2015
Question

Unsubscribe link issues

  • June 30, 2015
  • 5 replies
  • 4485 views

Has anyone ever received comments from customers complaining that the "unsubscribe link does not work"? We keep getting these complaints, but no real feedback regarding in what way the link is not working, e.g., it isn't clickable, it goes to a wrong landing page or page with an error, etc. They just say "the link doesn't work." We've tested it in-house and also have taken it to Support, but so far no one has been able to duplicate this issue.

Thank you,

Laura

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5 replies

A
Anonymous
July 1, 2015

FYI. I moved your post to the Products and Support​ section of the site -- you will get an answer there faster.

A
Anonymous
July 1, 2015

Thanks Scott!

Josh_Hill13
Josh_Hill13
Level 10
July 1, 2015

Can you provide your link from a live email and the one in your system?

Did you check their activity log to see if Unsubscribe is  being set?

A
Anonymous
July 1, 2015

Hi Josh,

Here is the link we use in live emails: unsubscribe

And here is the coding for the link in our system:

<p><font face="Calibri" size=".1">This email was sent to {{lead.Email Address}}. If you no longer wish to receive these emails you may <a href="%mkt_opt_out_prefix%UnsubscribePage.html?mkt_unsubscribe=1&mkt_tok=##MKT_TOK##">unsubscribe</a> at any time. </font> </p>

I'm not sure how to extract the actual link out of this coding.

Yes, I have checked and it wasn't unsubscribed.

Elliott_Lowe1
Elliott_Lowe1
Level 7
July 1, 2015

Your Email Unsubscribe HTML code is correct.  The compressed link you sent resolves to pages.jerusalemprayerteam.org/UnsubscribePage.html?mkt_unsubscribe=1&mkt_tok=3RkMMJWWf..., which also appears to be correct.  However, unless you are prepopulating the unsubscribe form fields with their contact info, they may be entering a different email address than the one to which you sent the email and in that case, a new unsubscribed lead record would be created and their existing lead record would still be subscribed.  If this is the case you should pre-populate the form and really shouldn't allow the lead to change the email address lest they cause a new lead record to be created.

Elliott_Lowe1
Elliott_Lowe1
Level 7
July 1, 2015

Does your unsubscribe page provide an Unsubscribe checkbox or equivalent that they must check and then click a Submit button in order to unsubscribe?  After they click the Submit button do you display a confirmation message? 

A
Anonymous
July 1, 2015

Hi Elliot, no it doesn't. We do have a confirmation message though. Would you be able to send me an example of the setup for a page with the checkbox?

Thanks,

Laura

Elliott_Lowe1
Elliott_Lowe1
Level 7
July 1, 2015

Here's the link to our subscription preference page, which let's them change their mind or select a slower email cadence.

iin.integrativenutrition.com/emailsubscription.html

There was an excellent help article on setting up an email preference center, which I cannot find in the new Community.  Perhaps Scott K. Wilder​ can provide the link to that.  If not I may be able to cobble together a few notes for you about how we did it.

Josh_Hill13
Josh_Hill13
Level 10
July 1, 2015

Another thought is making sure you test this from non work computers and different situations to see if you can replicate an error.

A
Anonymous
July 1, 2015

Will do, sounds like a good idea.

A
Anonymous
December 14, 2016

We are experiencing the same issue- we aren't getting specific information from our leads but just that the link doesn't work. We've tested our unsubscribe link on a few browsers and mail servers but aren't seeing any issues. Were you ever able to figure this one out?

Thanks,

Amanda

Hank_Hansen
Hank_Hansen
Level 5
June 28, 2018

Us too - I haven't been able to put time into attempting to replicate.

Hank_Hansen
Hank_Hansen
Level 5
June 28, 2018

My hunch is that it's working properly but the user experience on the unsubscribe page (we're using the default right now) leads users to believe that it didn't work. I'm debating sending an operational unsubscribe confirmation email to unsubscribers to erase any doubt. Longer term, the unsubscribe page experience might need adjusting to prevent this perception issue. Hopefully I won't find that there really is an issue...

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