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Contacts dropping off with no explanation.

All Star

Contacts dropping off with no explanation.

I have now had 19 contacts just fall off my lists completely.  I wouldn't know, but they call to TELL me they aren't receiving emails anymore.  I chatted live with a CC representative who couldn't figure it out either.

Has anyone else experienced this?  This is a big issue and possible deal breaker for us if it can't be fixed.  HELP!

Thank you,

Jenn

7 REPLIES 7
Solution Provider

Re: Contacts dropping off with no explanation.

Jenn, Check for these things:
Is it possible that your emails are getting lost in their PROMO folder?

Do they have anything in common -- like if all of them have gmail email addresses.

Are you using free stock images in your emails? 

Look at the contact page for each of them and see if you can figure out if they are even being sent the emails  - look in the Engagement sesction on the right in the gray box. 

Wendy

All Star

Re: Contacts dropping off with no explanation.

Hi Wendy,

That's the weird part.  These people were definitely on the email lists before.  But the engagement only shows as far back as the date I had to re-enter them.  As though they didn't exist before.

No common email addresses either.  It's very odd.

I appreciate your help!

Jenn

CTCT Employee

Re: Contacts dropping off with no explanation.

Hey @JenniferL7572,

 

Do you know if these contacts have ever forwarded any of the Constant Contact emails to other email addresses? If the customers have forwarded the email campaigns to other email addresses, and those other email addresses unsubscribe, it will unsubscribe the email address of the person who forwarded the emails. This happens quite often because the people who are receiving the forwarded email may not know that it is usubscribing you, they may think its unsubscribing themselves.

 

The reason the engagement history is gone now is because they were deleted or unsubscribed from the acount so we no longer store the engagement history once they are removed from the account. And these contacts who were dropped from your account said they didnt unsubsscribe at all?? Since you mentioned their engagement is missing, the email isnt being bounced, or going into any junk/ spam folders.

Hayley L
Community & Social Media Support

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Visitor

Re: Contacts dropping off with no explanation.

I have experienced this problem quite often. My employee newsletter, for example, should go to everyone in the company, but I get people who ask if they are no longer on the newsletter list due to non-receipt. I can't explain why a longtime employee's email, for example, would just disappear. He didn't forward it. It didn't bounce. He didn't unsubscribe. It didn't get snagged in our spam filter. He isn't suspended. He just goes missing from the list for no apparent reason.

 

If anyone has a repair for this, I'd love to hear it. Thanks.

CTCT Employee

Re: Contacts dropping off with no explanation.

Hello @LindaM918,

 

Thank's for coming back to talk to us today!  I'm not seeing any kind of system issue which could be causing that.  If the contact's engagement history is gone as well, that means that they were definitely deleted from the account as a whole.  Sometimes this can happen when people are mass-deleting unsubscribes, or removing bounces.  If they're just being moved out of a single list, but they are still on other lists, then there's nothing in the system which should be able to cause that, except of course for someone manually removing them from the original list.

 

The next time you see it happen, I would suggest giving us a call before you re-add the contact.  We can export your deleted contacts, and perhaps see more information on why exactly this might be happening.  You can reach us at any of the numbers listed here.


Aaron H
Community & Social Media Support

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Regular Visitor

Re: Contacts dropping off with no explanation.

I did call when MY email was reported as blocked. I kept several of my own on the list. I apparently are reported as blocking myself I did call and go no acceptable response. I also have had many fall off the list recently.

CTCT Employee

Re: Contacts dropping off with no explanation.

Hello @ChristyL98352,

 

Thank you for coming back to the community, and continuing to try to find the root cause of the problem you encountered.  A message of 'blocked' should be coming from the domain that you're using for your emails.  If you're listed as blocking your own constant contact emails, then most likely you have a security program that is detecting the fact that your emails are coming from our servers, instead of yours.  Essentially your security may believe that we are just 'pretending' to be you, instead of recognizing that we were authorized to send on your behalf.  If you contact one of our Deliverability Specialists in the Account Review Team, they should be able to help get that corrected.  You can reach them directly at the numbers listed here.

 


Aaron H
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.