First, double check whether they are subscribed to email in ReSci.
Go to your Microscope page and check the Date Unsubscribed field. N/A means subscribed to email and date filled corresponds with date user unsubbed.
- If you are sending your unsubscribes through your users file, try sending an incremental file a few times a day, such as every 3 hours.
- Check that the fields in your file are correct and match our Flat File Export document in this article.
- If you are using a Retention Science URL to manage your unsubscribes, check the URL is working with a test email. If it’s working, please submit a ticket through our help center or via chat within RS Insights.
- If you are using a third party ESP for managing your unsubscribes, please submit a ticket here.
If you have any further questions or are still experiencing issues, please submit a ticket here and we will follow up shortly.