Active vs. Archived Emails - Showing up in Active Total

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We just went over our active contact total and I want to resolve this moving forward. I just created a segment of contacts that are not part of a group and archived all within the segment. Yet when I look at the homepage - it says account activity 9K, but I only have approximately 1,700 truly active contacts when I go to contacts. I want to better manage to our active contact total, but I'm getting incorrect totals on the home page. I want to be sure not to get overbilled again.  I'm using Chrome Version 61.0.3163.100.


Karla Wiese
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De La Salle High School

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Posted 4 months ago

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Photo of Zach Sharpe

Zach Sharpe, Employee

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Hi Karla,

The way your contacts are calculated for billing purposes are by taking active + archived contacts for that month. This creates somewhat of a high-water mark where the next month would start by only looking at your current active contacts. 

The home screen displays this number for you to better manage where you are at with contact count for the month and will reset at the beginning of each billing cycle (start of the month). It actually looks like this has reset already for your account.

You can look at your current active total by going to audience > contacts > active tab.

It sounds like you took the right steps in reducing contacts effectively and your billing will be account for significantly less contacts going forward!

I hope this clears things up and let me know if I can answer any other questions you may have on this!