Workflow Issues because "This recipient hasn’t confirmed their email subscription yet."

[Elison99]

Hello,
I noticed that when some website visitors fill out forms (e.g., to receive the rate card or a lead magnet via email), the email will not be sent to them. The reason: "This recipient hasn’t confirmed their email subscription yet." At some point in their contact history, they received an email to confirm their email subscription. Since they failed to do this, I receive this error message.

I've tried quite a few things, but none of these have worked:

• Disable Double Opt-in
• Ensure that the contact is set as marketing contact
• Manually update the email subscription of the contact based on legitimate interest
• Manually reenroll the contact in the workflow to trigger the email again
• Duplicate the email and send the email to the contact ("Don't send to unengaged contacts" is disabled)

I'm running out of ideas now... How can I send the emails to these contacts after they have specifically requested them? 

Grateful for any inputs or suggestions..

[Elison99]

Hi Karsten,
Thanks for your quick reply. Turns out it was a human issue - a colleague had accidentally re-enable DOI. 

[karstenkoehler · Accepted solution]

Hi @Elison99,

The timeline here is important – disabling the double opt-in, for example, would only affect contacts that convert after you disable the setting. Contacts who did not receive the email previously would have to be re-enrolled in a workflow, for example.

Generally, the context and details matter a lot here. For example, how exactly are the emails delivered? Through form automation or a workflow? If it's a workflow and you have the double opt-in enabled, make sure that the workflow filters for 'Marketing email confirmation status is any of User clicked confirmation or Customer marked confirmed', which will cause the workflow to wait until the email address is confirmed.

In any case, if emails were not sent in the past, you will have to change your configuration and then resend them. They will not resend automatically.

Once you share more details about your exact configuration (if possible, include screenshots of your double opt-in settings, workflow configuration etc), I can elaborate.

Best regards