Does my account get charged on opt-out and error contacts?

  • 1
  • 1
  • Question
  • Updated 2 years ago
  • Answered

We are just doing a clear up of our database and was just wondering when we get charged for the number of members we mail each month, do we get charged for the opt out and error contacts also on our database?

Also when does a contact change to error? also is there anyway to separate hard bounces to soft bounces over all?
Photo of Cummins Mellor

Cummins Mellor

  • 71 Posts
  • 14 Reply Likes
  • Confused

Posted 3 years ago

  • 1
  • 1
Photo of Emily Hollingsworth

Emily Hollingsworth, Alum

  • 2203 Posts
  • 155 Reply Likes
Official Response
Hi there -- Great question! You are only charged for the "active" contacts in your audience. Opt-outs and errors do not count toward your bill.

A contact switches to error status after a hard bounce or, in the event of a soft bounce, after Emma attempts to deliver the mailing to that contact 3 more times. Since your hard bounces go straight to error status, they are already separated from the soft bounce addresses which remain in active status unless they eventually hard bounce. So, you could open the group that you sent a mailing to and view the active and error tabs. The hard bounces will be in the error tab, while the soft bounces will remain in the active tab!

I hope this helps!