Contact not receiving emails but appears to be subscribed

Summary

Contact is not receiving emails but appears to be subscribed.

Resolution

If a contact is not receiving emails and they appear to be subscribed, we'll first check the Exclusion List within the contact's account.

  1. Click the List within the Contact Record.
  2. If the contact has a red error message across the top that says:
    • "This contact is currently on your user-managed exclusion list. Click here to manage your exclusion list." - This means that the contact is on your Exclusion List. You can click the "Click here" in the message or go to Contacts > Manage Exclusions to take them off manually.

      internalexclusionlist.png

      "This contact is on the exclusion list because they marked your email as spam." - This means that the contact is on ActiveCampaign's internal Account Exclusion list. Please contact Support to remove the contact from this list.

      accountexclusionlist.png

Cause 

Contact marked an email as spam.

 

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