I had a user mark one of our emails as spam last September, and was subsequently removed from lists etc. Today, she’s come back onto our site and resubscribed in order to take advantage of a discount code. Problem is, because she’d already marked us as spam, she didn’t receive the email with the discount code in (or it went into her junk) and has had to message us to ask for it. Is there anything I can build into the signup flow which would perform a spam check, and possibly allow the email to get through when someone resubscribes?
Solved
Undoing 'mark as spam' when a user resubscribes
Best answer by ArpitBanjara
Hey
The good news is that when a profile resubscribes through a signup form, all non-deliverability suppressions including spam reports will be lifted. So if your customer genuinely filled out your signup form again, her Klaviyo profile should technically be resubscribed and the spam suppression cleared.
The fact that she didn't receive the welcome email or it went to junk is likely a separate issue sitting at the inbox provider level, not Klaviyo. Her email client or Gmail/Outlook (or whatever inbox they are using) may have already trained itself to send your domain to spam based on that original complaint, and that's not something Klaviyo can override. The resubscribe clears the Klaviyo-side suppression, but it doesn't reset her inbox provider's spam filters.
There's no native "spam check" you can build into a flow that would force inbox delivery. What you can do to reduce the chance of this happening again is add a post-signup confirmation step where you ask her to whitelist your sending address or move the email to her inbox. Something as simple as a thank you page message saying "check your spam folder and mark us as not spam" goes a long way for people in this situation.
One thing worth checking: go into her profile in Klaviyo and confirm her consent status actually shows as subscribed after the resubscribe. If it still shows unsubscribed, that would mean the resubscribe didn't complete properly and is worth investigating separately.
I hope this helps and thank you for sharing your question here in the community. If you are still stuck, feel free to schedule a call with us.
Cheers,
Arpit
+37Hey
The good news is that when a profile resubscribes through a signup form, all non-deliverability suppressions including spam reports will be lifted. So if your customer genuinely filled out your signup form again, her Klaviyo profile should technically be resubscribed and the spam suppression cleared.
The fact that she didn't receive the welcome email or it went to junk is likely a separate issue sitting at the inbox provider level, not Klaviyo. Her email client or Gmail/Outlook (or whatever inbox they are using) may have already trained itself to send your domain to spam based on that original complaint, and that's not something Klaviyo can override. The resubscribe clears the Klaviyo-side suppression, but it doesn't reset her inbox provider's spam filters.
There's no native "spam check" you can build into a flow that would force inbox delivery. What you can do to reduce the chance of this happening again is add a post-signup confirmation step where you ask her to whitelist your sending address or move the email to her inbox. Something as simple as a thank you page message saying "check your spam folder and mark us as not spam" goes a long way for people in this situation.
One thing worth checking: go into her profile in Klaviyo and confirm her consent status actually shows as subscribed after the resubscribe. If it still shows unsubscribed, that would mean the resubscribe didn't complete properly and is worth investigating separately.
I hope this helps and thank you for sharing your question here in the community. If you are still stuck, feel free to schedule a call with us.
Cheers,
Arpit
That’s a tricky one, because once someone has marked you as spam, resubscribing doesn’t automatically reset mailbox-level trust. The platform can usually add them back to your list, but it can’t fully override the recipient’s provider or inbox history.
What tends to help is making the re-subscribe flow a bit more intentional:
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use confirmed opt-in again
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show an on-screen fallback for the discount code instead of relying only on email
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add a short note asking them to check junk/promotions and move your email to inbox
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if possible, route them into a small “re-engaged subscriber” segment and keep the first sends lighter and more expected
In a lot of email-heavy setups, especially around lead gen for ecommerce or SaaS, this is less of a single-user problem and more of a deliverability workflow issue. The safer approach is to treat re-subscribers like a trust rebuild, not a normal new signup.
If you want a practical way to structure that kind of re-permission + deliverability flow, this might be useful: Learn more
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