Understanding unsubscribed contacts

[GraceC706]

A contact accidentally unsubscribed and called to be reactivated. I went through the process for her to resubscribe which sent her an email to confirm her resubscription. She didn't receive that email. How can I send her a second email or change her status to subscribed?

[William_A · Accepted solution]

Hello @GraceC706 ,

If a contact has been marked as unsubscribed from you, the standard procedure is to go through the resubscription process. However the easiest method for a contact to resubscribe to you, would be for them to go through one of your sign up forms, either a landing page form or one coded into your website.

If they’re unable to get signed back up through a sign up form or through the resub email, you can request our Review team do a manual override of the unsubscription. You’ll need to get an email directly from the contact explicitly stating they want to be resubscribed. Then you’ll need to call into the Review team, and follow their processes from there.

Since there are a number of legal and Compliance-related elements to unsubscribing and resubscribing, we have to make sure one of these three processes is followed.