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

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Hi,

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?
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Cummins Mellor

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Posted 5 years ago

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Emily Hollingsworth, Alum

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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!
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Cummins Mellor

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This is a great help!

Just none more question, if we were to delete all the error contacts once a month could they still be accidentally added back on to Emma?

Thank you
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Emily Hollingsworth, Alum

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You can absolutely delete error contacts, but we recommend keeping them around since you aren't being charged for them. Any address that has been deleted would have to be "un-deleted" before it could be added back in or before you could view the contact history for that address. It tends to be simpler just to leave them in the account. You might find this article from our Resource Center helpful!
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Alexander Techworks

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most of my contacts  1225 went to Error ? what is this?
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Grey Stepp, Support Team Manager

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Unrelated reply

Please reference the new conversation here: Error Contacts?