Opt-in but no GDPR-compliance

[COHagan1]

Hey community, 

i have a question regarding GDPR-compliance and communication subscriptions.

So I have a lead that when sending him marketing E-Mails, he is not getting them due to that "There isn't GDPR-compliant legal basis for sending to them". 
But in our system he is opted-in so subscribed to E-Mails.

My question here is, why if there is a no GDPR legal basis he is still subscribed? Is there a posiblity to automate this case? Or would I have to change the communication subscriptions to opted-out manually? 

Thanks in advance! 

[karstenkoehler · Accepted solution]

Hi @COHagan1,

As @franksteiner79 has already correctly pointed out, this has to do with the subscription opt-in - or in your case with the lack thereof.

It looks like your portal is set to require and opt-in, not just the absence of an opt-out, to send an email. This is the "Legal basis required" checkbox that causes this: https://knowledge.hubspot.com/privacy-and-consent/how-do-i-turn-on-gdpr-functionality-in-my-hubspot-...

In the Settings tab of the marketing email editor, you can specify the subscription type that email should be sent with. Let's assume that the subscription type you chose in the Settings tab of the email is "Interessenten: Bauwissen". The contact currently is not opted into that subscription type. However, the GDPR settings (see above) require an opt-in.

Or put more plainly: it's a gray circle but it needs to be a green one.

Currently, only emails with the subscription type "Vertriebsinformationen" could go through to this contact.

There are a few things you can do now:

• Manually opt the contact in and resend the email: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types
• Make sure that the form that is capturing these contacts has the same subscription type behind the consent checkbox as the one you selected in the settings tab of the email editor. They have to match for emails to go throuh.

Let me know if you have any follow-up questions.

[franksteiner79]

Hi @COHagan1 

When you say "But in our system he is opted-in so subscribed to E-Mails." can you show me a screenshot of what you are basing this on. Is it the actual subscription type or a custom property you have created?

Can you also share a screenshot of the actual error message you are seeing?

Thanks

Frank

[COHagan1]

Hey Frank, 

Yeah sure here are the screenshots. The first one is the acutal error message. And the second one the subscription type. 

Thanks

[franksteiner79]

Thanks @COHagan1 

Under which subscription type are you sending the email to the contact - "Vertriebsinformationen" or is it another one?

Thanks

Frank