There are a few common reasons why a contact may still receive emails when thought to be unsubscribed:
Duplicate Contact Records
The way duplicate contacts are handled depends on how your contacts are managed in ActivePipe:
CRM integrated contacts
ActivePipe identifies duplicate emails within a single users contact database, however it's important to note that multiple contact records (with the same email address) may exist in your CRM - these contact records may be assigned to more than one agent in your brand, either within the same office or a different one.
The contact may unsubscribe from one agents communications, but may still be subscribed to another. This can lead to confusion and give a false impression that the "unsubscribe link is broken", when in fact the contact is still subscribed.
Contacts manually uploaded in ActivePipe
If your contacts are managed within the platform using CSV files, it's important to note that whilst a duplicate record cannot exist in a single user account, the same email address can be uploaded to different user accounts within your office or brand.
If the contact unsubscribes from one user, they could still receive emails from others to which they are still subscribed.
Unsubscribed contacts still syncing with ActivePipe
Depending on your CRM, it may take a small amount of time for a contacts unsubscribe status to sync with ActivePipe, within which time a recently unsubscribed contact could receive additional correspondence if they match selected campaign/audience filters.
For more information on how to unsubscribe a contact, see our articles on how to unsubscribe an integrated contact; and how to unsubscribe contacts managed within ActivePipe