If you try to send an email and Mailtrack shows a "Recipient unsubscribed" pop-up, the email can't be sent. The pop-up says the recipient has requested not to receive any more emails from you using Mailsuite's services. This is how Mailtrack respects a recipient's choice to stop receiving emails.
Why can't I send the email?
A recipient who unsubscribes (for example, by clicking the unsubscribe link in one of your emails or Campaigns, or by asking not to be contacted) is marked as unsubscribed. While a recipient is unsubscribed, you can't send them emails with Mailtrack installed.
When someone clicks an unsubscribe link, they see an "Unsubscribe" page asking "Are you sure you'd like to stop receiving emails from this sender?" and, after they confirm, an "Unsubscribe Successful" page.
Turning off tracking for the email does not bypass it: an unsubscribed recipient can't receive emails sent with Mailtrack installed.
How can I email this recipient again?
Change the recipient's consent status from your settings. You have two options:
- Change the status directly. Use this when you already have the recipient's permission to email them, for example when they told you they want to keep receiving your emails, or when the address is a shared team mailbox that never chose to unsubscribe.
- Send a consent request. Mailtrack emails the recipient and asks them to explicitly confirm that they want to receive your emails. Until they confirm, the status shows as consent pending and you can't email them.
Step-by-step instructions are in How to change a recipient's consent status from unsubscribed to subscribed.
Can the recipient resubscribe by themselves?
Yes. The "Unsubscribe Successful" page includes a Resubscribe link ("Did you unsubscribe by mistake?"). If the recipient clicks it, they see "Successfully Subscribed" and their status goes back to subscribed, so you can email them again.
Who is responsible for consent?
You are. As the sender, you decide who you email and why, so you are responsible for collecting and keeping your recipients' consent. Mailtrack doesn't do this for you, but it gives you the tools: unsubscribe links, consent status management and consent requests.
If you are the recipient and want to stop receiving emails, see How to exercise your data protection rights as recipient.
Frequently asked questions
Can I send the email without tracking?
No. Tracking is not what blocks the email. While a recipient is unsubscribed, you can't send them emails with Mailtrack installed, whether they are one-to-one emails or Campaigns.
Does this apply to Campaigns and to one-to-one emails?
Yes. Both use the same consent status. Campaigns recommend adding an unsubscribe link, and you can also include one in your one-to-one emails.
A coworker unsubscribed and now they can't get my emails. What do I do?
Open your coworker's profile in your settings and change their status to subscribed, since you have their permission, or send them a consent request.
How do I remove someone from the unsubscribe list in Campaigns?
Change their consent status as described above. See also Campaign unsubscribes and bounces.