There are a few ways to change your contacts' status to unsubscribed. They may opt-out organically, automatically (bounces and spam reports), or manually (by your action).

If you accidentally unsubscribed your contacts, we suggest reading this guide to discover how to convert them back to subscribers. You will find the instructions for both Email and SMS channels.

Contents

Unable to convert Email subscribers back to "Subscribed"
Unable to convert SMS subscribers back to "Subscribed"

⚠️Unable to convert Email subscribers back to "Subscribed"

1. Create Segments of the contacts that were manually unsubscribed from your side.

You may also filter out your contacts based on any other opt-out reason. However, we strongly recommend not changing the status of your unsubscribed contacts unless they were unsubscribed accidentally.

Start by using the rule Opted out → Reason → Were manually unsubscribed and Save this segment.

2. After you save your contacts to the Segment, you should Export them to the file.

3. Add an extra column in the exported file with the name "Email opt-in date".

Every unsubscribed contact will have the opt-out date assigned on his profile page. For the contacts to be subscribed, they need to have an opt-in date later than the opt-out one. Therefore, we recommend adding the opt-in date to the unsubscribed contacts' profiles. 

  • You will see a massive number of rows in the exported file, but you may ignore and even delete all of them except those with the email address. The rest of the information is still stored in the system.

  • Add an extra column, name it as an Email opt-in date and fill in the column with today's time-stamp (both date and time in your store time zone) in the following format: YYYY-MM-DD HH:MM:SS or 2020-02-29 14:23:01. Make sure the opt-in date is later than the opt-out one!

4. Import contacts from the file

5. Choose proper mapping for the Email and Email opt-in date fields. 

6. Finalize the contact import from the file as usual.

That's it! The status for your existing contacts will be updated to "subscribed".

Important: You are fully responsible for converting your contacts to "subscribed" status; make sure those contacts agree to receive promotions from you!

⚠️Unable to convert SMS subscribers back to "Subscribed"

The SMS contacts' converting process is the same as for the Email channel. The only difference is that instead of the Email address and the Email opt-in date, you will need to deal with the Phone number and SMS opt-in date.

1. Create Segments of the contacts you want to re-subscribe. For example, you may create a Segment of the unsubscribed from the SMS channel contacts.

2. After you save your contacts to the Segment, you should Export them to the file.
3. Add an extra column in the exported file with the name "SMS opt-in date". You need to add the SMS opt-in date column with today's time-stamp (both date and time in your store time zone) in the following format: YYYY-MM-DD HH:MM:SS or 2020-02-29 14:23:01. Make sure the opt-in date is later than the opt-out one!

4. Import contacts from the file
5. Choose proper mapping for the Phone number and SMS opt-in date fields. 

6. Finalize the contact import from the file as usual.

That's it! The status for your existing contacts will be updated to "subscribed".


Did something not go as expected? Reach out to the Support team, and we will assist you.

  

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