Forums/Knowledge base/Contacts

Can a contact resubscribe to a campaign once they have been unsubscribed?

Stoo Gill | Product Manager
posted this on January 06, 2012 11:58

If a contact has unsubscribed from your email campaigns they will be added to your suppression list.

A user can resubscribe if you are using a signup form on your website that was generated in Signup forms, under the Contacts section of the application.

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What happens when someone uses the signup form?

Typically when someone uses your email signup form, they will be shown a thank you message or taken to a thank you page.  Then one of four things can happen:

  • The user is subscribed using the standard process and will start receiving your campaigns
  • If you have enabled it, a double opt-in process is triggered
  • If the contact is on a suppression list and can be removed from it, the resubscribe process will be triggered (see below)
  • If the contact is on a suppression list but cannot be removed from it (see below), a notification will ask them to contact you

How does the resubscribe process work?

  1. Once a contact has submitted the signup form, they will be shown a message stating when they were unsubscribed and why (whether it was at their request or because their email account bounced a previous message). This message will indicate that they have been sent an email to confirm they do wish to sign up.
  2. An email will be sent to the address entered in the signup form asking them to confirm that they want to sign up. This email will contain two links: one link for the user to click to get to the confirmation page, and one link to report that it was not them that made the request and to report abuse.
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  3. The confirmation page contains a button to complete the resubscribe process. On pressing this button the user will be added to whichever address books were requested in their original signup. (The report abuse page contains a button to complete the abuse report process. On pressing this button, an alert will be sent to our team who will let you know if further action is required.)

What if a contact asks me to resubscribe them?

If a contact asks you to resubscribe them, we recommend that you go to your own signup form and enter their email address for them. You should explain to the user that they will receive an email and that they will need to click the link and button to complete the process.

Why can't some contacts be resubscribed?

A contact may not be able to resubscribe for one of several reasons:

  • They are on the Global Suppression List
  • You have suppressed their domain from receiving your campaigns
  • They were removed because of a complaint from their ISP
 
 

Comments

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Stoo Gill | Product Manager
dotMailer

Please note that, at present, signups through the Facebook signup form will not trigger this resubscribe process.

January 06, 2012 12:39
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Murray Cowell
Belmont

It would be handy if the same process could be triggered through the API. Are there any plans to enable this, or are there reasons why allowing the API to re-subscribe people isn't such a good idea?

January 25, 2012 11:19
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Stoo Gill | Product Manager
dotMailer

Hi Murray,

Good questions.  Making this possible through the API isn't currently planned; though it's certainly been talked about.

One of the reasons we started with the signup form is because it's (mostly) contact initiated; this means there's limited abuse potential. Allowing contacts to be resubscribed in bulk (either through the application, or the API) after they've unsubscribed has more potential to be abused and endanger sending reputations.

There are lots of really good reasons why you'd want to resubscribe through the API (perhaps you have a different way of subscribing contacts), so it's not something we're outright refusing to do. We will probably come back and look at other methods of removing contacts from suppression lists once the feedback on the current resubscribe process has settled down.

If anyone has any bits they think are really good, or need to be improved; do let us know!

January 25, 2012 14:43
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Amir Chitayat
OpenMoves

Hi Stoo

Does this apply to bounced emails as well? Can they be resubscribed?

Rose
OpenMoves

March 26, 2012 00:46
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Stoo Gill | Product Manager
dotMailer

Hi Rose,

Yep; bounced emails can be resubscribed too. This might happen, for instance, beacuse an email ceased to exist (or never existed) and therefore hard bounced - in this example you can resubscribe them once the email address does exist.

March 26, 2012 11:16
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Vladislav Valiček

Hi,

can this Resubscribe Request email be sent in different languages and how?

March 26, 2012 12:54
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Stoo Gill | Product Manager
dotMailer

Hi Vladislav,

Translations for the resubscribe process aren't live yet; but I'll see if I can get an estimate for when they will be done. When implemented they'll be like the other language settings (based on the browser language of the user).

Are there any particular languages that you'd like us to prioritise? (The standard 15 we'll look at by default are listed on the dotMailer website.)

March 26, 2012 15:19
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Vladislav Valiček

Hi Stoo,

we use german, french and italian off the standard 15 language list. We also use croatian and slovenian, but if I understand correctly, we can add our own translations for those two languages?

Thanks

March 27, 2012 09:04
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Stoo Gill | Product Manager
dotMailer

Hi Vladislav, yep - you can add your own translations for the extra languages.

I'll keep you updated with the translations for the core 15.

April 04, 2012 12:17
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Paul Gordon
Bubble Box Media

Hi Stoo

We've developed a number of forms using the API. How do you suggest we trigger the resubscribe process if all forms have been configured to use the API method? Currently it simply results an error stating that the user has been unable to be subscribed. It would be great if it could automatically trigger the resubscribe process too.

Cheers, Paul

August 28, 2012 07:10
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Stoo Gill | Product Manager
dotMailer

Hi all,

 

Contacts can now be resubscribed via the API — documentation can be found at: http://www.dotmailer.co.uk/api/contacts/resubscribe_contact.aspx

September 27, 2012 15:29
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Holly Stibbon
101 Ltd

Hi Stoo

Could you add a facility to generate the 'resubscribe' email from the interface? This would be very handy for when someone calls and asks to be resubscribed and there is no subscription form on the client website.

Thanks
Holly

November 02, 2012 20:35
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Murray Cowell
Belmont
Hi Holly. It's possible to create a resubscribe form in a couple of minutes. From the client's account, create a signup form. Now create a new .txt file on your desktop, copy the signup form code, paste it into the .txt file and save it. Change the file extension from .txt to .html and the form will open in a browser. You can now use this form to re_subscribe.
November 04, 2012 14:51
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Holly Stibbon
101 Ltd
Thanks for the info Murray, however I do believe it would be a benefit to lots of users to have this facility within the system.
November 04, 2012 21:45
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Ben Henson
Helpforheroes

Hi there,

I have 99 contacts on an address book that are showing as suppressed, but none of them have actually asked to be removed (they are a very engaged and loyal group of contacts with whom we have frequent contact, so we asked them personally).  Can I batch trigger the resubscribe email to all 99, or do I need to trigger individually?

February 08, 2013 11:13
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Stoo Gill | Product Manager
dotMailer

Hi Paul,

I'm afraid it's a one-at-a-time tool only at present; this is deliberately done to prevent abuse of the tool.

As Murray mentioned above, it's fairly quick to create a resubscribe form on your desktop to do this though.

Regards,

Stoo

February 11, 2013 15:32
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Amir Chitayat
OpenMoves

Stoo

 

I have a question for you. One of our clients had a group of their franchisees bounce when sending corporate communications so I directed them to the resubscribe process, it seems most did get added back to the account but later when they did a bulk upload of an updated franchisee list all of the original suppressed emails came back with the status of suppressed. Does this make sense? I see here that the re-subscribe is a one time process so there are 22 franchisee contacts we can't reach at this point.

April 05, 2013 19:33
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Stoo Gill | Product Manager
dotMailer

Hi Amir,

(Sorry to not get back to you sooner.)

It sounds like the contacts got re-suppressed, perhaps their network hard-bounced the email again; in that kind of scenario I'd advise contacting the intended recipients directly (not via the dotMailer platform) and making sure:

  • They want to receive the messages
  • They are not the blocking emails
  • Their network is not blocking the emails

In some cases, such as when they've made an ISP complaint via certain ISPs, they won't be able to resubscribe at all; if that is the case, when they complete the sign up form it will say "Sign up unsuccessful // We aren't able to register your email address at this time. Please contact <account company name> for more information."

August 23, 2013 12:22