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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Contacts still receive...
Customer experience | Sales, Customer Insights,...
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Contacts still receive emails after they have successfully unsubscribed

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Posted on by Deborah Webb 7
Why do contacts still receive emails after they have successfully unsubscribed?
 
Under CONTACT PREFERENCES, Bulk Email, their record shows /Do not Allow/.
 
No other field has changed as a result of unsubscribing - should it have?
  • PaulineKolde Profile Picture
    PaulineKolde 720 Super User 2025 Season 1 on at
    Contacts still receive emails after they have successfully unsubscribed
    Hi Deborah,
     
    I am not so sure about a good solution. Maybe it is worth creating a ticket with Microsoft. 
     
    If you are using outbound marketing and send the emails via a journey in outbound, the bulk email field should be respected. So if it is set to do not allow the email should be blocked. 
    In case you are using the dynamics emails, the email field (donotemail) will be used by the system to verify. 
     
    Best 
    Pauline 
     
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Contacts still receive emails after they have successfully unsubscribed
    Hi,
     
    When the Bulk Email field is /Do Not Allow/, it means that the contact cannot receive emails from marketing and marketing campaigns.
    However, you can receive emails directly from Microsoft Dynamics 365.
    Therefore, you also need to set the Email field under CONTACT PREFERENCES to /Do Not Allow/.

    For information about these two fields, you can refer to the following documentation.
    https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/entities/contact?view=op-9-1#BKMK_DoNotBulkEMail

    Best Regards,
    Dengliang Li
     
  • Deborah Webb Profile Picture
    Deborah Webb 7 on at
    Contacts still receive emails after they have successfully unsubscribed
    Hi Pauline,
    • I have real-time and outbound but only use outbound
    • I'm not sure how our compliance is set up but I assume we are following recommended guidelines
    • I send my emails as commercial
    I'd be grateful for any advice you have :)
     
    Deborah
  • PaulineKolde Profile Picture
    PaulineKolde 720 Super User 2025 Season 1 on at
    Contacts still receive emails after they have successfully unsubscribed
    H Deborah, I have a few questions regarding your issue: 
    - Do you have an environment with real-time and outbound? Or is it a new environment with real-time only?
    - How is your compliance profile set up?
    - Is the email that you have sent a commercial email or a transactional email?
     
     

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