I’m trying to understand what causes a profile to be marked as ‘suppressed’. We had a profile that has been on our marketing list for many months and all of a sudden her email has been marked as suppressed. We don’t see any indication that she unsubscribed or marked us as spam since the reason is marked as ‘email bounced’, but I assume the profile must have taken one of those actions in order to move to the suppressed profile list? Otherwise, what causes ‘email bounced’ after she’s been successfully receiving dozens of emails from us. Thank you in advance.
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Suppressed Emails
Best answer by emilytarvin
Hi
There are many reasons a profile could be marked as suppressed within Klaviyo.
- The person unsubscribed themselves or marked one of your emails as spam (although it sounds like you don’t see this action on this specific customer’s profile)
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Their email could have hard bounced once or soft bounced more than 7 consecutive times
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They could have invalid email addresses (although not likely in the instance you are describing!)
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They could have been manually suppressed by a user of your account.
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The email could have been marked as suspicous or email dropped
Have you looked into their profile under suppression reason? You should be able to toggle it open like this to see why they may have been suppressed:
This is also a great help article you can review that dives into even more detail on suppressed profiles.
I hope this helps you solve the issue, and please don’t hesitate to reach back out with any more follow up questions!
+9Hi
There are many reasons a profile could be marked as suppressed within Klaviyo.
- The person unsubscribed themselves or marked one of your emails as spam (although it sounds like you don’t see this action on this specific customer’s profile)
-
Their email could have hard bounced once or soft bounced more than 7 consecutive times
-
They could have invalid email addresses (although not likely in the instance you are describing!)
-
They could have been manually suppressed by a user of your account.
-
The email could have been marked as suspicous or email dropped
Have you looked into their profile under suppression reason? You should be able to toggle it open like this to see why they may have been suppressed:
This is also a great help article you can review that dives into even more detail on suppressed profiles.
I hope this helps you solve the issue, and please don’t hesitate to reach back out with any more follow up questions!
It says under subscription details “never subscribed”, but they have been receiving emails from us for about 6 months and they did submit their email through our online quiz, which would be considered subscribed.
+9Understood,
Are you seeing other customers who signed up in your quiz showing as “never subscribed” or just this specific one?
Are there any new exclusions on your email campaigns or flows or list and segment filters that would have excluded anyone who is “not subscribed” or would have excluded this profile?
I also pulled out this excerpt from an article that describes this status of a profile who is showing never subscribed. Usually “never subscribed” customers are not suppressed globally unless another action they took caused their profile to be suppressed.
“There are certain methods of adding a profile to Klaviyo that result in consent status of Never Subscribed (with a yellow checkmark). If a profile has Never Subscribed and is also not a member of any lists, they were likely added to Klaviyo due to general engagement with your brand.
For example, this can include profiles synced through certain third-party integrations, or customers that started a checkout without subscribing on your ecommerce platform.
These profiles may have “implicit consent” depending on your local regulations, meaning you may be permitted to email them. They are eligible for campaign and flow emails, but we recommend exercising caution when contacting them.”
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