topic Re: "Previously unsubscribed from this subscription type" - untrue in Email Deliverability

"Previously unsubscribed from this subscription type" - untrue

CRooney — Tue, 01 Jun 2021 18:12:48 GMT

Hi,

I have a contact that is not receiving emails from a workflow. The error says they've previously unsubscribed from the subscription type or has no GDPR-compliant basis for sending. Their subscription status shows they are subscribed to the subscription type, and the GDPR Consent property for the contact is "Yes." Now, I've seen this error come up in cases where a workflow email was sent to a disengaged contact with the "don't send to disengaged contacts" box ticked on the email properties. That's not the case here, as that option is not enabled on the email and the contact isn't on the disengaged list anyway.

Looking at the property history for the GDPR Consent, I see that, at one time, that property was set to "no" via a form submission; however, it was subsequently set back to "yes" via a form submission. Other emails to this contact are delivered.

I would be very grateful if someone could tell me where else should I be looking to resolve this problem.

Thanks.

Re: "Previously unsubscribed from this subscription type" - untrue

Daniel_Bleich — Tue, 01 Jun 2021 18:23:28 GMT

Hi,

Seems like this specific to a single email so I would look into that specific email options.

Maybe you opted to send it to specific subscriptions.

Re: "Previously unsubscribed from this subscription type" - untrue

CRooney — Tue, 01 Jun 2021 18:26:19 GMT

Thanks, Daniel; the contact is subscribed to the subscription type that the email is targeted to.

Re: "Previously unsubscribed from this subscription type" - untrue

MrGhara — Thu, 26 Aug 2021 11:55:44 GMT

Hi, did you find the answer? I have the same issue. ☹️

Re: "Previously unsubscribed from this subscription type" - untrue

CRooney — Thu, 26 Aug 2021 12:42:47 GMT

If your situation is similar to mine, you probably have multiple email addresses showing on the contact record. Hubspot only emails the primary address. If you look at the list of subscriptions (scroll down to "[contact name] is opted in to [N] subscriptions"), note carefully which addresses are subscribed to which sub types. You'll probably find that one of the non-primary addresses is subscribed, but the current primary address is not. Why and how that came to be is a matter for further research, to determine if something got mis-juggled during an update or if the contact simply opted out the current primary address from that particular sub type.

I hope that's helpful.