Contact receives scheduled marketing email after he opts out

[arekzakonek]

Hi All,

Just noticed something that I would like someone to confirm. 

Yesteday around 18 o'clock I scheduled a marketing email to be sent out this morning. Around 22 o'clock yesterday a contact unsubscribes from all communication, yet he recievs the scheduled email this morning (and complains of course). 

Does that mean that HubSpot takes the list as is when the email is being scheduled, and disregards anything that happens inbetween the scheduling and the send? As it is an active list I was under the impression that it would adjust dynamically. 

[natsumimori]

Hi @arekzakonek ,

Thank you for reaching out to the HubSpot Community.

Regarding to your query, I also think if a contact opted out, this person would be removed from the sending list. Could you please share some more details so that we can take a look?

• Link to the contact in question
• Link to the list
• Link to the marketing email

Thanks!

[arekzakonek]

Hi @natsumimori 

Here you go:

https://app.hubspot.com/contacts/8346520/contact/39720/

https://app.hubspot.com/contacts/8346520/lists/74

https://app.hubspot.com/email/8346520/details/38753936797/performance

Thanks

[natsumimori · Accepted solution]

Thanks for the links @arekzakonek !

Looking at the email performance page (here) and contact record's details (here), this contact opted out from all email after he received your email.

This is how I checked:

From email performance page

1. Go to your email's performance page
2. Click "recipients" tab
3. Search contact's email address
4. Expand the column to see the action details
5. In this view, you can see what time this email was sent, delivered, opened, unsubscribed

From what I can see in this page, this contact received your email at 7:37 on 16 December then unsubscribed at 10:03 on the same day.

From contact record

1. Open contact record of the contact in question
2. On the left column, find "About this contact"
3. Click "View all properties" in the bottom
4. Search "unsubscribed"
5. Place your cursor over "Unsubscribed from all email" and click "Details"
6. Here, you can see the last time this property's value was updated

In here, I can see that this contact unsubscribed from all email at 10:03 on 16 December which is the exact same time as what we see in the email performance page. From these information, what seems to have happened is that the contact received your email as scheduled, then after that the contact unsubscribed from all email.

Hope this clarifies your concern!