Unsubscribe landing page showing two contradictory messages

[TMahon]

Workflow: 

1. Subscribe

2. Click on Manage Preference in footer of email.

3. In the landing page that opens in my browser: Uncheck all subscriptions

4. Next browser page shows "You have successfully unsubscribed from all email communications." AND "You have successfully updated your email preferences."

Next workflow:

1. Click on the 'Manage preferences' button from step 4 above.

2. Opt back into 'Marketing Information' subscription.
3. Click on the button to Update Preferences

4. Next page shows "You have successfully unsubscribed from all email communications." AND "You have successfully updated your email preferences."

Does anyone know the fix for this clown show?

[DilshadShaikh · Accepted solution]

Greetings @TMahon,

Technically it should work like:

• When someone clicks “Manage preferences” from a HubSpot email, they land on the subscription preferences page.
• If users uncheck all subscriptions and click Update Preferences, they are globally opted out and shown a confirmation
• If they later opt back into any subscription and update preferences, HubSpot should:
  
  • Reactivate the contact for selected subscription types.
  • Show a confirmation that preferences were successfully updated.

However if this is not the case then first you should try clearing website data for the broswser (cookie, cache, etc). Try again. However if the UI shows both message, technically things should be working in the backend, that you can confirm by checking the contact itself.

If things are working properly here and resubscribing for the subscription type then that bug be ignored.

However, If your change isn’t taking effect at the record level, reach out to HubSpot Support, as this may be an account-specific bug or config issue.

Hope this helps, if it does then help the community by marking it as a solution.

Happy HubSpotting.

Thanks & Regards,

Dilshad Shaikh

[Anton · Accepted solution]

Hey @TMahon, 

Since it's not possible to modify the @hubspot/email_subscription module besides translations, it might be a translation thing or a HubSpot thing only HubSpot can solve.

If you have created a custom pref center template and/or modified the translations, it might be the root of the error. 

Had something similar recently, where I've created a bunch of translations for the user and the texts for unsubscribing and updating were the same.... Took a while to figure it out 🙂 

 {% module 'subscription_preferences' 
          path='@hubspot/email_subscriptions',
          button_text=  {{ template_translations.send_button_label.message}},
          subheader_text= {{ template_translations.legal_info.message }}
          unsubscribe_all_unsubbed_text = {{ template_translations.unsubscribe_all_unsubbed_text.message }},
          unsubscribe_all_option = {{ template_translations.unsubscribe_all_option.message }},
          unsubscribe_all_unsubbed_text = {{ template_translations.unsubscribed_all_option.message }},
          resubscribe_button_text = {{ template_translations.resubscribe_button_text.message }},
        %}

best, 

Anton

[DilshadShaikh · Accepted solution]

Greetings @TMahon,

Technically it should work like:

• When someone clicks “Manage preferences” from a HubSpot email, they land on the subscription preferences page.
• If users uncheck all subscriptions and click Update Preferences, they are globally opted out and shown a confirmation
• If they later opt back into any subscription and update preferences, HubSpot should:
  
  • Reactivate the contact for selected subscription types.
  • Show a confirmation that preferences were successfully updated.

However if this is not the case then first you should try clearing website data for the broswser (cookie, cache, etc). Try again. However if the UI shows both message, technically things should be working in the backend, that you can confirm by checking the contact itself.

If things are working properly here and resubscribing for the subscription type then that bug be ignored.

However, If your change isn’t taking effect at the record level, reach out to HubSpot Support, as this may be an account-specific bug or config issue.

Hope this helps, if it does then help the community by marking it as a solution.

Happy HubSpotting.

Thanks & Regards,

Dilshad Shaikh

[chighsmith]

Hi @TMahon,

Thank you for posting to the Community!

I understand that the unsubscribe landing page is showing conflicting messages about subscription status after updating preferences.

I'd like to tag in some of our Community Champions to see if they have any ideas -- Hi @franksteiner79 @ChrisoKlepke and @ChristinaKay Do any of you have any tips for @TMahon?

Thank you!

Cassie, Community Manager