In the past couple of weeks we have had a few people mention that they were no longer receiving our marketing messages. When looking at their accounts, it shows that they had unsubscribed. However, they are our own employees who help to create the messages. They have all said that they did not click on our unsubscribe link or change any preferences. I’m wondering if this is possible and if an issue like this (or similar one) has happened to anyone else?
Thank you in advance for your help.
Hey @LMace, thanks for reaching out!
I have had this happen with clients before — every time has been an accidental unsubscribe. For example, if the employee hasn’t been opening or engaging with any of your emails, their email client may prompt them to unsubscribe.
Definitely check to make sure that you don’t have any workflows that could have updated the subscription status as well.
I believe you can check out the subscription history on the contact record as well (more info in this HubSpot Knowledge Base article). That may give you more insight into at least when the unsubscription occurred!
Lastly, here are the step-by-step instructions for resubscribing contacts in HubSpot. If your employees have past marketing emails in their inboxes, they should be able to easily update their preferences.
Hope this helps!!
Thank you @jolle . The solution to resubscribe her through hubspot worked for a couple of days and it happened again with one of our employees.
We don’t have anything in our workflows that would have performed this action for an employee. And, after checking with IT ruling out microsoft outlook, I had her manually resubscribe today.
Hopefully this solves the problem. 