skipped unsuppressed profiles

Question

I have a few questions regarding suppression behaviour in Klaviyo:

Yesterday, I mistakenly bulk-suppressed a group of contacts. I immediately reversed the action by unsuppressing them. These profiles now appear as Subscribed in Klaviyo.
However, when I sent a campaign this mornin, these contacts were skipped, even though they were technically eligible.

Is anyone able to tell me what happened?
Is there a delay after unsuppressing contacts before they’re considered fully eligible to receive campaigns?
Do previously suppressed contacts require any further action before Klaviyo treats them as truly “active” again?
Is there a way to manually verify that a previously suppressed profile is now fully eligible for email campaigns?

I went into my ’skipped’ emails in my campaign report and ‘resend’ each of them individually. (700). However, while I can check each of these recipients one by one and now see that they finally received and sometimes ‘opened’ the email I just resent, they still appear in the reports as ’skipped’ and I am not sure the final report will be accurate.

If anyone has any experience with this, could you please enlighten me?

Thanks in advance!

zacfromson · Accepted Answer

Hi ​@Gaelle- thanks for your question!What likely happened:When the campaign was scheduled or sent, Klaviyo locked in the audience based on their suppression status at that moment. If those contacts were still suppressed when the campaign queued (even briefly), they were marked as ineligible and skipped, even if they were unsuppressed afterward.Is there a delay after unsuppressing contacts before they’re eligible?Not a technical delay, but timing matters, if the unsuppression happens after the campaign has been scheduled or is mid-send, the contacts won’t be included in that send.Do previously suppressed contacts need further action to become “active”?No additional action is typically needed if they show as “subscribed” again. But they must be unsuppressed before campaign scheduling to be considered active in that campaignIs there a way to manually verify if a profile is now fully eligible?Yes. Check:Profile shows as Subscribed.No suppressed email types (i.e.transactional only).No failed deliveries or bounces.Can be included in a manual test campaign or segment preview.Additionally, you can create a segment like: If someone is in list X AND is not suppressed for emailWhy reports still say “skipped” even if they later opened:Klaviyo locks the original send report. If you resend manually, the report reflects only the original event, not your individual follow-up sends. So while they may have received and opened the resent email, it doesn’t update the original campaign metrics.

MANSIR2094 · Answer

Hey ​@Gaelle,totally get what happened it's more common than you think.After u suppressing, klaviyo can take some time a few hours to fully recognize contacts as eligible, even if they show as subscribed. No extra action is needed, but if the campaign was sent too soon after unsuppressing, they might still get skipped.To be sure they are eligible now, open a profile> channels> email and confirm it says subscribe with no suppression reason. Your resend method was solid but since it was manual, those sends won't reflect in the original campaign report only in overall email stats.Now to confirm everything's working, create a test segment of these contacts and send a small campaign. If they get and open it, you are set.Let me know if this help!

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