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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey Insig...
Customer experience | Sales, Customer Insights,...
Answered

Customer Journey Insights blocked email with status "Unsubscribed"

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Posted on by Catermina 107

To whom it concerns, 

I have sent as usual an email newsletter to my subscription list. 

This time tho, it showed me more than half of the emails in the list have been labelled blocked due to "unsubscription", but when I look at if they have unsubscribed, there is nothing.

Why would it show me blocked users due to "unsubscription" if none have actually unsubscribed?

Here you see on an individual contact view, insights it says " Unsubscription submitted" equals 0.

 pastedimage1610458499004v1.png

But when you go on the customer journey, it says: 

pastedimage1610458669161v2.png

I just cannot understand how can half of my list have unsubscribed all at the same time??

Thank you for your help

I have the same question (0)
  • cloflyMao Profile Picture
    cloflyMao 25,210 on at

    Hi,

    According to insights glossary, unsubscribed data will only generate when a recipient clicked on the subscription center link in an email and then unsubscribed from one or more mailing lists. 

    https://docs.microsoft.com/en-us/dynamics365/marketing/insights-glossary

    Please check whether your contacts are still associated with your marketing lists, if yes, please open a support ticket for investigation.

    Regards,

    Clofly

  • Verified answer
    Shaina Profile Picture
    Shaina Microsoft Employee on at

    Hi Catermina, 

    This issue needs to be investigated and so it would be really helpful if you could open a Service Request with us to investigate further and provide feedback. 

    You could open the Service Request via the Power Platform Admin Center (https://admin.powerplatform.microsoft.com). If possible, please provide the following details when you open the Service Request: 

    -URL of the Subscription list

    -URL of the Customer journey

    Regards,

    Shaina

  • RyanBialek Profile Picture
    RyanBialek 10 on at

    @catermina Did you find a solution? Having the same problem here.

  • RyanBialek Profile Picture
    RyanBialek 10 on at

    What is the resolution? Experiencing the same issues recently as well.

  • Shaina Profile Picture
    Shaina Microsoft Employee on at

    Hi Ryan, 

    There is an ongoing issue with Customer journey insights displaying 'Blocked' emails due to 'Contacts unsubscribed'. 

    In order to review your issue on the environment and confirm, and thereafter provide the required assistance, I would request you to open a Service Request with us. 

Under review

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