Contacts disappearing from group?

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  • Problem
  • Updated 2 years ago
  • Not a Problem
Archived and Closed

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My company sends a weekly mailing to a particular group of contacts. The week of August 9th our stats showed 287 recipients in this group, two of these emails soft bounced, and we had no opt-outs. The following week the number of recipients was listed as 279, and several people confirmed that they did not receive that week's mailing. Nobody in our office modified the members of the group in the meantime (or at least won't admit to it!) Is there another reason that we would have lost 8 random group members?
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Luscious Verde

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  • puzzled

Posted 2 years ago

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Heather Sturm, Integrations Support Specialist

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Hi there! I looked inside of your account and made a segment called "Emma Received 8/9 NOT in group." This recovered 5 contacts that received your August 9th mailing but are not currently in the Retailers group.

I can't account for the *reason* that these contacts are no longer in the group, though it would have had to include some sort of action by someone on your team. 

Did you do any sort of account cleanup where you deleted or archived groups? Is it possible that the mailing group was deleted and recreated at some point after the 8/9 mailing?

I also noticed that you have about 700+ contacts who are in "Limbo," meaning they are not in any groups. I left that segment in your account as well!

The good news is that you can open up these segment(s), click the "Actions" button and then add the contacts to a group (or archive them if you no longer want them in your audience!).

I hope this helps! It may not solve the mystery of *how* this happened, but it will get the contacts back into the group so your grand total is back to 287!