To find out the reason an individual contact has been unsubscribed, start by navigating to the Contacts menu.
- Click on the Contact List tab.
- Search for and find the relevant contact.
- Click on the contacts name to go through to their Contact Profile.
Within the Information tab, under General Statistics, you will see the contacts subscription status. Hover your mouse over the status to see more information (1)
A contact may be unsubscribed by reason of:
Hard Bounced: An email sent by ActivePipe to this contact failed to reach their mailbox. This could be due to the email address being invalid, or no longer existing. The contact is unsubscribed on the first instance (one strike unsubscribe).
Soft Bounced: An email sent by ActivePipe to this contact reached their mail server, but was undeliverable. This could be due to the contacts mail server being temporarily down, the email being too large, or the contacts inbox being full. The contact will be unsubscribed after three soft bounces (three strike unsubscribe).
Blocked: ActivePipe was blocked from communicating with the contacts mail server.
Spam Complaint: An email sent by ActivePipe to this contact was marked as ‘Spam’ within their mail client.
* Note: When a contact unsubscribes via a complaint, the email associated with it is unsubscribed brand-wide.
Failed Validation / Bad Email: The contacts email address was flagged as invalid or non existent by our email validation service*.
Integration/CRM: The contact was unsubscribed by the CRM integrated with the account.
Archived: During a CSV import, if the Unsubscribe all contacts that are not in this import? box is ticked, the affected contacts are marked as archived.
Contact: The contact unsubscribed directly via an ActivePipe email.
Duplicate: After a contact unsubscribed (as above), any duplicate email records found within the same user account were also unsubscribed.
Manual: The contact was unsubscribed within their ActivePipe profile.
You may also see a status of:
Deferred: When ActivePipe sent an email to this contact, an out of office auto-reply was received. ActivePipe temporarily unsubscribes them to ensure they do not return to an inbox full of ActivePipe emails (see more information here).
All unsubscribed contacts
If you'd like to view all your unsubscribed contacts and the reasons why in bulk, you can do so by going to: https://live.activepipe.com/report/contacts/unsubscribed whilst logged into a user or office-wide account.
From here you can download the report, and within the resulting file refer to the "Unsubscribed Reason" column.
For accounts that manually manage their contacts with CSV files, it's also possible to import or overwrite these reasons by uploading a CSV and mapping the column to the Unsubscribe Reason field in ActivePipe.
* It is possible for contacts to be marked as unsubscribed before you have sent them an email. ActivePipe runs an email validation service on all new contacts to pre-empt potential hard bounces and protect your mailing reputation.
If you believe that one of your contacts has been unsubscribed in error, contact email@example.com referencing the contacts email address, and our team will be happy to assist.