When users are unsubscribed due to technical issues like bounced emails or address errors, Single User Resubscribe allows you to quickly restore their subscription without support tickets or delays.
- Instant Admin Control: Enable admins to re-subscribe individual users directly from the People section of Creator Studio without contacting Firstup Support.
- Clear Visibility: Provide transparent status and reasons for unsubscription changes directly on the user profile for easy troubleshooting.
- IT Efficiency: Empower your IT department to quickly resolve email address problems and restore user subscriptions independently.
Before You Start
This article assumes you are signed in to Creator Studio and have a role with the People permission to reset user email subscriptions. To learn more about managing users, refer to Manually Add or Import Users and Managing Email Addresses for Users.
For bulk resubscribes, please refer to Resubscribe Users in Bulk.
Why Was a User Unsubscribed?
When a user has been unsubscribed, you will see the reason for the unsubscribe on the user's profile. The following are possible reasons for a user to be unsubscribed:
- Admin Unsubscribed: Manual removal by a team member.
- Hard Bounce: Delivery failed: E.g., invalid address or full mailbox.
- System Generated: Automated rejection from the email platform.
| Reason | Details |
|---|---|
| Bounce | Emails to this address could not be delivered because the email provider rejected the message. |
| Link | User chose to stop receiving emails via an unsubscribe link. |
| Dropped | Firstup identified a delivery issue and stopped sending emails to help protect deliverability. |
| Admin | Email delivery was turned off by Firstup. |
| API | Email preferences were updated by an application or automated process. |
| Invalid Address | Email address is formatted incorrectly or the mailbox does not exist. |
| Mailbox Unavailable | Unable to deliver due to a problem with this user’s mailbox. |
| Technical | A technical problem with the sender or mailbox provider. |
| Content | Mailbox provider believes the content of the email was potentially spam, malicious, or otherwise untrustworthy. |
| Reputation | Mailbox provider detected reputation issues with the sending domain or IP. |
| Frequency/Volume | Mailbox provider is unable or unwilling to process the volume of messages. |
| Unknown | Email delivery was stopped due to an unknown issue. |
For additional details on bounces, unsubscribes, and resolving these errors, please refer to Bounced Emails and Unsubscribed Users.
Resubscribe a User
To resubscribe a user, simply click Reset Email Subscription in the Channels section of their profile. Note that if the email address is blocked on your end, the email will become unsubscribed again.
FAQ
Why did a user immediately become unsubscribed again?
The reset only clears the status in Firstup. If the underlying IT issue (like a full mailbox) is not fixed on your server, the next email will bounce and trigger a new unsubscribe.
What should I do with the technical error codes?
Copy and paste them to your internal IT team. They can use this data to troubleshoot your mail server and ensure the address is active.
If an admin clicks Reset Email Subscription, does this clear any bounces within SendGrid as well?
It does not clear all bounces in SendGrid. It only resubscribes users who are unsubscribed. For example, SendGrid can mark an address as blocked due to a soft bounce, and Firstup is not clearing those.
Will there be a list of all unsubscribed users?
Under the Email tab on the Campaign Results Summary page, we show the subscription status for each user in that campaign. You can also reach out to our Support team to enable a custom report for your community.
Is there an unsubscribed users audience on the Audiences page?
Not currently.
Is there a maximum number of times we can resubscribe a user?
No, there is not a maximum number of resubscribes.
Video
For a visual walk-through, check out our demo video on Single User Resubscribe.
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