Let's Play Bingo in Week 4 of the Ready, Set, Send Challenge!

User Being Unsubscribed Unwillingly

JordinL4
Rookie
0 Votes

One of the members at my club calls me every few days saying he isn't receiving the emails, when I go to check his subscription, it shows that he is unsubscribed. We've gone back and forth with me resubscribing him, I thought it was a user error, but it's become clear he isn't unsubscribing from our emails willingly. He has a Comcast email address. I've tried contacting Constant Contact directly regarding this issue, and I haven't been given much help on how to fix this problem for good. I now have a second member with an Outlook email address with the SAME issue. Please help, I don't have time to troubleshoot these types of issues daily. Thank you in advance!

Top Answer
William_A
Administrator

Hello @JordinL4 ,

 

If you're noticing unusual unsubscribe activity, there's a few things to check:

  1. Check with the contacts to see if they're forwarding the emails. Unsubscribe links in footers are coded for the original recipient, so if they forward it and the forwardee explicitly confirms the actual contact's email address on the unsubscription confirmation page, we're forced to honor it for legal and compliance reasons. If this is your situation, I'd recommend you strongly encourage your forwarding contacts to stop doing so in general. If there's others who want to receive your emails, they can subscribe directly to you.
  2. Have the affected contact(s) check their email program's settings. Some email programs are set to automatically unsubscribe them from emails after X amount of deletions without opening, for example. The contact would want to check their email program settings to see if they have anything that'd auto-unsub them for any reason, and consider turning that off.
  3. Check any programs you have connected with your Constant Contact account. If you're running an integration, especially one developed outside of our system, that syncs a contact database with your CTCT account, then they would also potentially have the ability to manage your lists. This includes deleting contacts from your CTCT account, unsubscribing them, changing contact details like name and physical address, and other such management.

1 REPLY 1
William_A
Administrator
0 Votes

Hello @JordinL4 ,

 

If you're noticing unusual unsubscribe activity, there's a few things to check:

  1. Check with the contacts to see if they're forwarding the emails. Unsubscribe links in footers are coded for the original recipient, so if they forward it and the forwardee explicitly confirms the actual contact's email address on the unsubscription confirmation page, we're forced to honor it for legal and compliance reasons. If this is your situation, I'd recommend you strongly encourage your forwarding contacts to stop doing so in general. If there's others who want to receive your emails, they can subscribe directly to you.
  2. Have the affected contact(s) check their email program's settings. Some email programs are set to automatically unsubscribe them from emails after X amount of deletions without opening, for example. The contact would want to check their email program settings to see if they have anything that'd auto-unsub them for any reason, and consider turning that off.
  3. Check any programs you have connected with your Constant Contact account. If you're running an integration, especially one developed outside of our system, that syncs a contact database with your CTCT account, then they would also potentially have the ability to manage your lists. This includes deleting contacts from your CTCT account, unsubscribing them, changing contact details like name and physical address, and other such management.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
William A
Community & Social Media Support
  • Avatar

    Featured Article

    Use Sections to Build Email Campaigns Faster and Improve Engagement Rates

    Using Sections while designing your marketing email not only increases your own efficiency but helps you to deliver a more friendly, organized message. Check out some of the key benefits of using sections in email.

    See Article
  • Avatar

    Featured Thread

    Casual Conversations: What's your go-to playlist?

    If you listen to music while you work, share your playlist below so we can be inspired and maybe find some new music!

    View thread
  • Avatar

    Featured Thread

    Ready, Set, Send Challenge: Week 3 - Audience Building

    Your email list is a valuable asset for your business. Let's learn the importance of growing it.

    Join challenge
Updates
Just Getting Started?

We’re here to help you grow. With how-to tutorials, courses, getting-started guides, videos and step-by-step instructions to start and succeed with Constant Contact.

Start Here

73% of SMBs express doubt that their marketing strategy is effective. Does this sound familiar? Read our Small Business Now Report to learn how you can tweak your strategy to see better results.

Go read our article
Upcoming Webinars
OCT 24
Engage and Convert: The Email and Social Media Power Play
2PM - 3PM EST