"Unsubscribed" not reflected in properties

[SVerheyen]

Hey all, 

We're still getting everything working smoothly to comply with GDPR. 
But in the last few sequences I did, a lot of contacts unsubscribed. 

Though when I go to properties, there is nothing in 'opt-out ***' or 'unsubscribe to all mails'. 

So even though they unsubscribed, I cannot filter on these users, and hence also cannot create workflows around this to inform myself they unsubscribed. 

All I can do is go to the list of enrolled contacts to a sequence and see unsubscribed as the status there. 

Really hope I'm just missing something here, otherwise this would be quite annoying indeed since there are 2 properties for this that assumably don't update correctly. 

Cheers and have a nice one!

Simon 

[karstenkoehler]

Hi @SVerheyen,

Thanks for sharing, unfortunately not enough to diagnose this from a distance. You could also check the individual contacts that are supposedly unsubscribed and check their property histories. In any case, HubSpot support should be able to help.

Best regards

[SVerheyen]

Hey @karstenkoehler,

Thought i'd just show you this filter to potentially save some back and forths. 

This is a filter for all of our different subscriptions.  As you can see only 3 people opted out of anything but still that first screenshot is one of multiple pages of sequences where contacts "unsubscribed" and Hubspot stopped being able to send mails to them.

[karstenkoehler]

Hi @SVerheyen,

It's hard to tell without seeing the contacts. With sequences, you must also have access to HubSpot support. I'd recommend reaching out to them to further investigate.

Best regards

[SVerheyen]

Ah apologies, I only saw this message now, after I sent the previous one. 

But sounds good. I will contact support and see if we can figure it out there!

As always, thanks for the fast and great feedback on here @karstenkoehler !!

[SVerheyen]

Hey @karstenkoehler, 

Indeed, I checked this as well. Should have specified that before or shown screenshots of those as well. But none of the contacts have opted-out of anything. Their subscription history is empty and the properties of 'opted-out of...' are also all empty.

The longer I and my colleagues look at it, the more it just looks like hubspot automatically unsubscribed them for an unknown reason, without the contacts input.

[karstenkoehler]

Hi @SVerheyen,

If a contact unsubscribes from all email, that unsubscribe is reflected in the property Unsubscribed from all email. This property is then set to "True".

Do you have any instances where a contact shows as unsubscribed in a sequence but not on the contact record?

Best regards

[SVerheyen]

Hey Karsten, 

Thank you for the quick response. I assumed that is how it's supposed to work but to show with 2 screenshots.

As you can see in this 1 sequence alone there are quite a few people that are unsubscribed, though if I filter in all 'unsubscribed to all mails' i only get 2 in total. Also if I check the properties of these contacts that unsubscribed, none of the 'opt-out' or 'unsubscribe to all mails' properties are true, they're all just blank.

Hope you can help me out here, thanks!
Simon

ts.

[karstenkoehler]

Hi @SVerheyen,

These contacts might not have unsubscribed from all email but opted out of a specific subscription. In that case, in your list, you'd have to add an additional criterion, using the OR operator:

Unsubscribed from all email is equal to True

OR

Opted out of One to One

Could you check?