Subscription confirmation email not properly displaying chosen subscriptions?
Hello, I have been having an issue with this for a while with no resolution. The first image below is a confirmation email of multiple (4) selections for subscriptions. The subscription token is to list the actual selected subscriptions within the received email.
This image below is a screen crop of how the email will appear to a recipient. I am testing it out on myself. As you can see I have selected the first option (Useful Info) and the third option (Content). I went on to complete the form and submitted.
Below is the confirmation email I have received after completing the form. As you can see, after "You selected:", it lists that I have signed up for all subscriptions available, instead of the two I selected in the previous image.
I have tried this multiple times. Each time with a different, incorrect result. Sometimes I have chosen all of them and it will list a random two instead of all four. Other times, it will outright list subscriptions I have not selected instead of the ones I have.
Can anyone help me troubleshoot why this is occurring?
Subscription confirmation email not properly displaying chosen subscriptions?
Hi @DEdwards832! Welcome to the Community-- happy to have you here 😊
This is interesting! You are correct that the token ideally would just show the current subscriptions selected by that contact. That said, if you subscribed to Latest Threats months ago and that value is still selected on your contact, then I would expect that to also appear as it is not isolated to just what the form submits, but rather the current up-to-date values on the contact record.
Is it possible to unsubscribe your contact from all types and save, then try submitting the form again? You could also try with a fresh contact and a different email address. This Knowledge Base article will walk you through how to manage your subscriptions manually.
The more puzzling piece is how it would show 2 random ones if you select all four, but the above test should help us get started.
Another piece of context that may help-- is this email set up in the Forms tool or is this a separate automated email in a workflow? Often when a workflow is triggered by a form submission, it requires a 1-2 minute delay to be added before any emails are sent to give the submission time to update Contact properties.
Best, Kennedy
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Subscription confirmation email not properly displaying chosen subscriptions?
Hello Kennedy,
After troubleshooting with the forementioned suggestions, I am still having the same issue. Perhaps I have incorrectly used the subscriptions token in the confirmation email?
Here is a screen shot of the current settings:
As you can see the token (as I believe to be) has been configured to place active subscriptions listed for the contact (the email recipient who is now within our contacts list, after submitting the form).
I have tried this with a brand new contact and it is still listing all subscriptions instead of the ones selected. Is the token configured correctly?
Subscription confirmation email not properly displaying chosen subscriptions?
Thanks for that screenshot-- it seems like yours is a custom property, so it looks to be properly set up. It should show only the expected fields. Maybe one of our experts can think of another cause. Hey @trevordjones or @karstenkoehler have you ever seen this behavior? The multi-select property seems to be returning more values than we would expect.
If we can't find the cause, your account has access to HubSpot Support, so I recommend opening a ticket for a more thorough investigation. The Support team can access your account from the backend to get a quicker resolution.
Best, Kennedy
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Subscription confirmation email not properly displaying chosen subscriptions?
Hello, and thank you for your response!
This email is indeed set up within the forms tool and is a part of an automation workflow that only consisst of the email with the form within it and the confirmation email that is supposed to state the selected subscriptions.
I've taken your advice and unsubscribed from all subscriptions on the contact used and added a 3 minute delay in the workflow in between the form submission and confirmation.
I will also try this form submission with another contact. I will let you know the results.