Resubscribing an unsubscribed contact

Resubscribing an unsubscribed contact


When a contact unsubscribes, they will be added to your suppression list.

A contact can be removed from your suppression list by resubscribing. We detail the two ways this can happen below.

How a contact can resubscribe themselves

An unsubscribed contact can resubscribe themselves by using your signup form (to see how to create a sign up form, visit Resubscribing a contact via sign up form after they have unsubscribe). Unlike a brand new contact, they will receive a confirmation email. A contact will not be resubscribed until they they confirm their action by clicking the link in the confirmation email. 

The process in full:

  1. The unsubscribed contact fills in and submits your signup form
  2. They receive a confirmation email, ensuring they made the request
  3. They click the confirmation link in the email
  4. They become resubscribed

Note: If you have created your own signup form using our API, you will need to be sure it uses the ResubscribeContact method where appropriate.

How you can resubscribe a contact on their behalf

If you do not have a sign-up form, or if a contact requests you resubscribe them on their behalf, you can do so by using the resubscribe tool. Every contact you resubscribe will receive a confirmation email.

Important: As contacts receive a confirmation email as part of the process, only attempt to resubscribe contacts who have specifically requested it.

If you have a contact who has requested to be resubscribed:

  1. Go to Contacts > Suppressed contacts
  2. Search or browse for the contact(s) to resubscribe
  3. Select the check box next to each contact
  4. Click More actions > Resubscribe

 A contact will not be resubscribed until they they confirm their action by clicking the link in the confirmation email. 

How can I modify the confirmation email used when resubscribing contacts?

The confirmation email used when resubscribing contacts has fixed wording, designed in such a way as to avoid ambiguity.

However, you can add your logo to the email by going to Contacts > Advanced features > Resubscribe settings.

Why can't some contacts be resubscribed?

A contact may be unable to resubscribe if:

  • 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
    • Related Articles

    • Resubscribing a contact to a campaign after they have been unsubscribed

      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 ...
    • Creating and deleting contact data fields

      As well as the personal details stored against your contacts, you can create new custom data fields to capture additional information. The more useful data you can collect on your contacts, the more you can usefully segment, target and personalize ...
    • Delete a contact

      Delete a contact quickly from the Customer view. Before you start Things you need to know: Deleting a contact moves the contact to the recycle bin for 30 days. After 30 days, all of their information held in contact data fields and Insight data is ...
    • Contact management basics

      Add an individual contact Contacts are the people you want to send your content to. Upload multiple contacts Upload contacts into a new or existing list using our contact importer. Edit a contact Update or edit a contact's details quickly in the ...
    • Add an individual contact

      In this article, we only add an individual contact, but you can import many at the same time if you want. Learn more in Import multiple contacts. Add a contact To add a contact to your account: Go to Audience > Contacts. Expand the NEW CONTACT ...