"Subscribed" total exceeds list's "Contacts" total

[Scripps_Oceanography]

We have a single list for our newsletter and it shows about 13,000 contacts, but our "Subscribers" tally shows 20,000+ contacts, and the contacts list shows the same 20,000+ total when I click into it. Campaigns also report going out to the 20,000+ addresses.

It doesn't affect sending out the newsletter, but it raise questions with my colleagues. Any idea why our total would vary that way?

[William_A]

Hello @Scripps_Oceanography ,

It just means that you haven't put all of your active subscribers into a list that can be sent to. Your active, billable subscribers is what you see on the "Subscribed" portion. This is what you're paying for - regardless of whether they're in a list or not. Your total subscribers is going to include those that aren't active, and thus not billable, such as unsubscribes and awaiting confirmations. 

If you want to send to all of your contacts, you can just select-all in your contacts view, actions > add to list > and select your singular list (full instructions). Otherwise, you can sort out the subscribed contacts not in the list, if you'd prefer to delete them instead (List Status > Not on any List | All Contacts > All subscribed).

[Scripps_Oceanography]

Well, my total list of contacts is 32,686. Everyone that's subscribed is in the one list of 20,658 (with 40 awaiting confirmation). The campaign reports show they go out to all 20,600+ addresses; it's just this one number that doesn't match anything else.

[Amanda_G · Accepted solution]

Hi @Scripps_Oceanography , 

I do apologize that you were running into this! This does appear to be a defect that our engineering team is aware of, and working to resolve. It basically entails the contact count on the list page not updating accurately, despite the number in the list itself being accurate. 

I have gone ahead and created a secondary list in your account titled Explorations Now Support. That list has the correct number of contacts in it. The other list should be okay to be deleted, and then you can rename the new list however you'd like. Please make sure to update any sign up forms with the new list before deleting the old list. 

I have gone ahead and tracked this on your account, and our engineering team will be back in contact with you with any updates or fixes we have on this issue going forward. 

[Scripps_Oceanography]

Thank you! That will reduce much confusion on our team.