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Save Your Team Countless Hours. SugarChimp syncs your lists in both directions so that you can work in your preferred application. Segment and Group your MailChimp subscribers based on SugarCRM data so you can market to the right people at the right time. Fully compatible with all versions and editions of Sugar and SuiteCRM.

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#4167 - Unsubscribed via admin action

Closed General Question created by bacpartners Verified Purchase 2 years ago

Hi there

We have recently had 380 contacts unsubscribed for the reason in the subject. These were all the same date and time and we now need to know a) how this happens; and b) what to do about it.

Can you please confirm the direction we take so we can ensure this does not happen again.

Thanks
Chris

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hi Chris,

    Thanks for reaching out. Can you tell me if you recently deleted a Target List in Sugar or mass removed records?

    Can you check a record that's been unsubscribed via admin action in Mailchimp and see if that record still appears on a Target List in Sugar and if they are showing as subscribed?

    Thanks for your help in troubleshooting.

    Best,
    Heidi

  2. chall1 member avatar

    bacpartners Verified Purchase

    2 years ago

    Hi there

    Thanks for the reply. The response from my client is below.

    ==================================
    This was more than 12 months ago so I have no clear memory but certainly could have deleted a Target List at the time as I was still learning how to use it properly.

    Yes they are still showing in the Target List in Sugar, they look like they are “Subscribed” though not sure how you tell.

    See below the Target List Header, I note the date and time created is the same date and about 10 minutes earlier than the date and time that all the records in Mail Chimp are showing as their “unsubscribed” date.

    Mailchimp actually lets me “Subscribe” these contacts that are showing as Unsubscribed so I could do this manually.

    ======================

    In checking out an example they show in the target list but if you Edit the contact you can see it is unsubscribed.

    I guess we need to know if we can change these in bulk? I suspect what caused this was a target list deleted? Or is it something else?

    CHris

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Thanks for this insight, Chris. For reference, there are a few ways a record can display as "Unsubscribed via admin action" in Mailchimp:

    • Marking a record as opted out in Sugar
    • Removing a record from the Target List in Sugar
    • Deleting a Target List in Sugar

    It sounds like a Target List may have been deleted at some point or a mass update completed, and that may have caused the unsubscribes you're seeing now. If we haven't seen issues since then, we should be safe to resubscribe these users. We can resubscribe in bulk. If you'll send me the emails that need to be resubscribed, I can send instructions so that can be resubscribed in Sugar, which will then resubscribe them in Mailchimp if they're on a synced list. Feel free to send that list to mailchimp@fanaticallabs.com so it's private.

    Thanks!
    Heidi

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Just wanted to follow up here. I've sent instructions for resubscribing these records through email.

    To prevent this from happening in the future, you can first remove the sync for the lists and then delete as desired. To remove a sync, you can navigate to the Health Status page and click Remove Sync on the left side, as shown here: https://d.pr/free/i/t3LfcS.

    Let me know if you have any trouble with the instructions I sent over or if you want to schedule some time to walk through it together!

    Best,
    Heidi

    • chall1 member avatar

      bacpartners Verified Purchase

      2 years ago

      Hi Heidi

      I have applied the re-subscribe and will wait for the client to confirm. Thanks for the instructions.

      Chris

  5. chall1 member avatar

    bacpartners Verified Purchase

    2 years ago

    Hi there,

    I will need to re-open this. We followed the unsubscribe process. In SugarCRM they are fine - in MailChimp they are unsubscribed. I will need you to look at this and see what you can suggest.

    Chris

  6. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hi Chris,

    Thanks for this insight. Can you try queuing a re-sync from Sugar to Mailchimp from the Health Status page? If that doesn't work, please feel free to schedule a time for us to chat using the link below:

    https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

    Thanks!
    Heidi

    • chall1 member avatar

      bacpartners Verified Purchase

      2 years ago

      Hi Heidi

      Thanks, this did work. They are now re-subscribed. if we find further issues I will add to this ticket.

      Chris

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Glad that worked! Let us know if you encounter any further trouble.

    Best,
    Heidi

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