Discrepancy Between number of All Contacts and Number of Active Contacts

I just spent 15 minutes on the phone with tech support trying to find out why I have 524 listed as All Contacts and only 303 listed as Active Contacts. The person on the phone was very knowledgeable and explained it to me, but it still doesn't make any sense. You're making things far too complicated here.
Regular Participant

I don't mind the effort of learning new functionality as long as it offers benefits the previous version didn't. The new contacts interface is a step backward in functionality, usability and benefit. Here's one user scenario that's thoroughly confusing...When I'm scheduling an email and choosing lists to send it to, the system shows the total number of contacts in those lists instead of the number of active contacts that will actually receive the email. Very confusing!


Thanks for this feedback!

Regular Participant
The All & Active categories are confusing. As I understand it the All is a combination of contacts & companies. This can be redundant besides being confusing. It may be better to not combine the categories but rather single them out. For example rather than have All 20 and Active 10 it may be better to list them as Companies 10 and Active 10...OR Contacts with Company Name (CCN) 10 & All Active Contacts (AAC) This way if some contacts (names) do not have companies, the Active will always be the exact number of contacts and the larger of the numbers. Having the All be a larger number and basically being a duplication of the Actives is quite confusing.
Numbers don't add up to 100%. It is not clear how to determine who is uncategorized or if any one person is on multiple lists. If I have a Local and an Out of Town list, and also an Awaiting Confirmation list, and I send an email to Local and Out of Town, I don't know who is going to get the email because people on either of those lists might also be on the Awaiting Confirmation list. I have an All list, an Active list, and an Awaiting Confirmation list. Active and Awaiting Confirmation do not add up to All -- so who are the people in neither category?

Hi Darci,

Thanks for posting. You are right, Active and All will reflect different numbers. "All" contains contacts without email addresses, Company contacts and Unsubscribed Contacts. This would also be where the contacts who you dont have permission to send to would show. 

Occasional Participant
I am looking for a way - without making more lists - to remove contacts that no longer belong to a list. I was under the belief that if I deleted a list - and the contact did not exist on any other list - the contact would be removed from my contacts. I have 5258 Active Contacts, but there is over 8,000 contacts. Why would I continue to pay to have contacts in your system if I am not emailing them?
I spent so much time trying to figure out: - how to create a new list that removes the registrants from previous email list - Why we have many more "active" contacts than what I added - How to view, merge, sort etc. The new version is much less user friendly. Bummer

Hi Kim,


Thank you for providing us your feedback!  Are you viewing "all" contacts or your "active" contacts?  We only bill you based on the "active" number of contacts.  You can also view your recent import by click on the Contacts tab and choosing Active.


If you have any other questions or feedback, please feel free to reach back out to us.  You can also reach our support team at 800-240-2302.


Thank you for being a part of Constant Contact!

Occasional Participant
How do I see a list of Inactive? I have tried to export it all to an excel spread sheet and it's not working properly. There's no way for me to know what the difference is. I have spent several hours going one by one through my list to see if I can figure it out. This is not a good use of my time, nor is it a very robust contact management system for that reason. I've been with you since 2003 and it has gotten more difficult to manage this as time has passed.
I am more confident in being able to remember that the contract we are paying for is based on the Active Contacts rather than the more numerous All Contacts, which includes the unsubscribed. I can't think of a better way to labeling these to be clearer!
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