Unsubscribed contact still received emails | Community
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nshah
Level 2
May 22, 2025
Question

Unsubscribed contact still received emails

  • May 22, 2025
  • 3 replies
  • 1347 views

I have a contact that unsubscribed from our emails multiple times, however they would still receive marketing emails (I can confirm that the emails sent after they unsubscribed were not operational/transactional). Any idea why the unsubscribe status isn't working in this case? I also manually unsubscribed them on 5/7, and when I looked in their account today the were back to being subscribed. So I manually unsubscribed them again. 

3 replies

derelict_wombat
derelict_wombat
Level 5
May 22, 2025

Are you seeing the "Unsubscribed" field getting updated? 


Its unclear from your screenshot if that field is getting updated or not.  It appears that the email program status is getting  updated I think based on what I see in the image but not the actual field.  

    SanfordWhiteman
    SanfordWhiteman
    Level 10
    May 22, 2025
    It appears that the email program status is getting  updated I think based on what I see in the image but not the actual field. 

    That activity is unsubscribing from the email (either by clicking one-click unsubscribe or a form). But as you say there’s not enough info shown.

      SanfordWhiteman
      SanfordWhiteman
      Level 10
      May 22, 2025

      We need to see the unfiltered log. You’re asserting that something happened, but it isn’t shown in your screenshot.

      N
      nshahAuthor
      Level 2
      May 28, 2025

      Thanks for flagging the filter! Here is the unfiltered view. It looks like each time the contact unsubscribes, they are automatically getting resubscribed?

       

      derelict_wombat
      derelict_wombat
      Level 5
      May 28, 2025

      Hi @nshah If you go into that Change Data Value on May 22nd and see what the source is.   Wondering if this is getting synced back from your CRM? 

      Michael_Florin-2
      Michael_Florin-2
      Level 10
      May 28, 2025

      I think the source of the two events that change Unsubscribe from true to false are the interesting ones. May 20, 2:06 pm and May 16, 2:07 pm. 

       

      As if there were a daily batch at ~2:06pm that sets all records with Unsubscribe = true to false. Which would be very interesting. 🙂

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