Can a contact resubscribe via web form after unsubscribing?

[Linah4]

Hello,

I have four types of emails that my HubSpot contacts can subscribe to. Initially, they can subscribe to any of these via differnet web forms I have put in place (to get free resources, for example, or just to opt-in). I use a simple email field in a form and the consent checkbox that is available within the form.

The issue comes when a contact happens to unsubscribe later (eitehr from all emails, or from one in particular), and then wants to later subscribe again. These forms are intended to add the user to my email lists. But, the logic doesn't work if they have unsubscribed at one point. They can complete the form, but they will not be re-added to the email subscription. Is this just not possible in HubSpot?

I do have several workflows in place that do the following:

• Opt-in a contact to each of the email lists/susbcriptions and set them to a marketing contact
• Opt-out the contact from all of the email subscriptions
• Turn a contact into a non-marketing contact if they have unsusbcribed from all emails

I'm just wondering if I might have something in place that could be stopping contacts from re-subscribing, or is this something froced by HubSpot? I also enabled the resubscription email but it kind of contradicts with the web froms themselves since the contact can still proceed with submitting it. Any help here would be appreciated!

[karstenkoehler · Accepted solution]

Hi @Linah4,

There's a big update on this topic! (If you find this helpful, as always, you can show your appreciation and make it easier for others to find this update by accepting my reply as a solution.)

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Communication Preferences | Forms

Simplify how contacts resubscribe via form

October 31, 2024

What is it?

We are simplifying the process for previously unsubscribed users to start receiving marketing emails again for all portals.

If a contact submits a form associated with a subscription type(s), they will be automatically set as subscribed for the subscription type associated with the form. For Pro+ they no longer need to click the message ("Looks like you've opted out of email communication. Click here to get an email and opt back in") on the form to send an email to themselves and update their preferences. And for Free/Starter portals, they will just be subscribed.

Why does it matter?

Gain back previously unsubscribed users. Unsubscribed contacts who attempt to re-signup for email communications via a form will be subscribed without having to go through additional steps.

How does it work?

If a subscription type(s) is associated with a form, the contact will be set to subscribed on form submission.

If using legitimate interest in forms:

• If the contact is "unsubscribed from all email" and a subscription type(s) is associated with the form they submit, then their portal/BU opt-out status will be removed and they will be subscribed to the subscription type(s) associated with the form.
• If the contact is unsubscribed from some subscription types (they do not have a portalwide or BU opt-out) and a subscription type(s) is associated with the form they submit, then they will be subscribed to the subscription type(s) associated with the form.

If using the consent checkbox for communications in forms:

• If the contact is "unsubscribed from all email" and the contact agrees by clicking the consent to communication checkbox when submitting the form, then their portal/BU opt-out status will be removed and they will be subscribed to the subscription type(s) associated with the form
• If the contact is unsubscribed from some subscription types (they do not have a portalwide or BU opt-out) and the contact agrees by clicking the consent to communication checkbox when submitting the form, then they will be subscribed to the subscription type(s) associated with the form.
• If the contact does not agree and fails to click the communication consent checkbox when submitting the form, then they will not be subscribed to the subscription type(s) associated with the form.

If no subscription type is associated with the form:

• The contact will not be subscribed on form submission, there will be no change to their subscription status.
• Your contact must navigate to their preference page to update their preferences if they were previously unsubscribed and want to receive email again.

Callouts and Omissions

• For Pro+ users with the resub setting enabled on, the 'magic link' still appears at the moment, but is not required to be clicked on by the contact in order to be subscribed so long as a subscription type is associated with the form.
• This applies to the HubSpot form builder experience. This works for new forms created via the legacy forms editor experience as well as the new (beta) forms experience. It will work for previously published forms if they have a subscription type(s) associated with them.
• Learn more about how to associate subscription types with forms here.
• This experience works for contacts that are either fully unsubscribed from all emails OR if they are unsubscribed from the subscription type associated with the form they are submitting.

Who gets it?

Marketing Hub (all)

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You can find the update here:

Have a great day!

[LydieP]

Hey! Thanks for sharing, how would you measure the number of people who resubscribed with this new feature? 

Thanks!

[karstenkoehler]

Hi @Linah4,

This is not due to your setup, no. If a contact unsubscribes, they only type of email they can continue to receive are transactional emails. Unless you purchased this paid add-on, it's not possible to continue sending marketing emails without an action by the contact.

The only ways for them to currently resubscribe them marketing emails are described here: https://knowledge.hubspot.com/marketing-email/resubscribe-contacts-to-your-marketing-emails#resubscr...

There aren't a lot of customization options and overall, the experience is quite limited. Unfortunately, that's what it is for now.

I have heard however that the product team is working on improving the resubscription experience and that those product updates are scheduled for 2024. We might see some updates on this shortly.

Best regards!

[Linah4]

Thank you so much, Karsten. I have Marketing Professional, can you calrify what the paid add-on is?

For the resubscribe email, is it possible to change the text that appears below the email field reminding the contact that they unsubscribed?

It's good to hear the resubscription updates may be coming this year.

[karstenkoehler]

@Linah4 the transactional add-on is described here: https://knowledge.hubspot.com/marketing-email/how-to-use-transactional-email-in-hubspot

For the resubscription email, I'm not aware of a way to change that text, unfortunately.

Best regards!