contact count

  • 1
  • Problem
  • Updated 3 years ago
  • Not a Problem
Emma says that I have 10077 contacts while the total active contacts is 9552. I have no archived contacts and deleted all opt out and error contacts. I do not understand.
Photo of Amy Elizabeth Studio

Amy Elizabeth Studio

  • 5 Posts
  • 0 Reply Likes

Posted 3 years ago

  • 1
Photo of Grey Stepp

Grey Stepp, Support Team Manager

  • 1700 Posts
  • 135 Reply Likes
Official Response
Hi there!  

Thanks for reaching out!

The difference that you're seeing there is going to be contacts that you have in LIMBO status.  

These are contacts that you have with no group assignment.  I've run a segment in your account to find these folks and it's showing that there are 523 of them.  

You could have Limbo contacts due to one of 2 things:

1. You deleted the group that they belonged to.  Deleting the groups does not delete the contacts within that group, so your intention may have been to delete the contacts.  To do that, you'd have to open the group and delete using the dropdown menu at the top.  

2. You have a signup form with no Group designation.  

I did check out the Classic Signup form in your account and it is currently not assigning folks to any groups:

If you're using this signup form on your website, you'll want to go into this form and assign this form to a specific group.  

Also, you can open up the LIMBO segment that I created and copy those folks over to a group or delete them if you no longer need them.  

Let me know if you have any questions! 

- Grey 
Photo of David Wright

David Wright, VP of Product Management

  • 110 Posts
  • 27 Reply Likes
Official Response
Hi Amy!

Sorry for the confusion there. I just checked your account and see that you have 9,662 active contacts. The number that you see on Home and in your Account Settings is calculated a little differently. It's actually the combined total of active contacts and any contacts deleted during the current billing month. It's not too obvious, but there's a tooltip if you hover over "Total contacts" on Home:

Looks like we could do a better job providing that information within settings, as well. Thanks for asking the question so that we're providing the right information more clearly.

Does that help? Please let me know if you have any other questions.

Photo of David Wright

David Wright, VP of Product Management

  • 110 Posts
  • 27 Reply Likes
Official Response
Great. We just added a tooltip to better explain things in Account Settings, too. Thanks again!