Why does this email address keep getting opted out?

  • 1
  • Problem
  • Updated 2 years ago
  • Not a Problem
  • (Edited)
Greetings!  Back this winter, we discovered that one of our clients was moved to the opt-out side on her account.  She states that she did not choose that and wished to be reinstated as active with that particular email.  We followed procedure and her account was reinstated by Emma, but as shortly after we sent her a successful message, the account went to opt-out again without us knowing about it and the client contacted us again about the problem just in the last month.  

As of now, the client has offered a different email account to use, but just in case, I added her in with a title in front of her first name so that the system wouldn't connect it to the old account.  

Is there someway that she is opting-out without knowing it?  Or is this a system glitch?  Either way, I'd like to get to the bottom of it.  Thanks!
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Nanovic Jenn

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  • frustrated.

Posted 2 years ago

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Laura Dickerson, Official Rep

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Official Response
Hi there,

This happens quite a bit when an email is forwarded. A person can be opted out by someone else if they forward a mailing from their email client instead of sharing (by using the little envelope at the bottom of the mailing) the mailing:


Forwarding gives the new recipient a clone of the mailing and the info attached to it. When they click "opt out" it opts out the original recipient. 

If the Share feature is used, then the new recipient gets a new and fresh mailing - not connected to the original sender's info - that will allow them only to sign up for the mailing.

So remember Share...don't Forward.

I hope that helps!