If a recipient is unsubscribed, you can't send them emails with Mailtrack installed. You can change this from your settings in two ways: update their consent status directly, or send them a consent request. Recipients can also resubscribe by themselves (see the end of this article).
You are responsible for collecting your recipients' consent. You must have each person's permission before you email them. Mailtrack doesn't collect it for you, but it gives you the tools to do it. Read How to exercise your data protection rights as recipient for more information.
Open the recipient's profile
- Go to your recipients management page (MyCRM) under Data hub in your Mailsuite dashboard.
- Use the search tool to find the recipient in question.
- Click on the recipient to open their profile.
- Click the icon in the top-right corner to expand the page.
- Go to the "Profile" tab. There you will see their Consent Status (for example, UNSUBSCRIBED) and the Consent request option.
Option 1: Change the status directly
Use this when you already have the recipient's permission to email them. For example, they confirmed it to you, or the address is a shared team or group mailbox that never chose to unsubscribe.
- Hover over the consent status field and click the pencil icon to edit it.
- Change the status from unsubscribed to subscribed.
Option 2: Send a consent request
Use this when you don't have clear permission and want the recipient to confirm it explicitly.
- Next to "Consent request", click Send consent request. Mailtrack emails the recipient asking them to confirm that they want to receive emails from you.
- The request shows as CONSENT PENDING. The recipient stays unsubscribed, and you can't email them, until they confirm. If they haven't answered, click Resend consent request.
Once the recipient confirms, their status changes to subscribed and you can email them again.
The recipient resubscribes by themselves
When a recipient unsubscribes through a link in your email, the confirmation page ("Unsubscribe Successful") includes a Resubscribe link for people who unsubscribed by mistake. If they click it, they see "Successfully Subscribed" and their status goes back to subscribed. You don't need to do anything.