I have a suppressed profile on my list and I can’t see why it’s suppressed. The person didn’t unsubscribe. It’s listed as ‘user suppressed’. I’ve only ever used Klaviyo so it can’t be from a third party email provider as suggested in Klaviyo’s (unhelpful) help article.
This is the person’s activity list:
Active on site
Actions
Nov 26, 2023, 6:22 PM GMT+10
See more
Subscribed to "Subscribers"
That’s all.
Can anyone explain why this email would be supressed and what I can do? The option to unsuppress has a warning about harming my deliverability - should I ignore that warning and unsuppress it?
Thanks,
Jules
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Hi @jules.moradi
There are a number of reasons why a profile is suppressed. The obvious ones are the contact unsubscribed/marked as spam. But you say that they haven’t done that.
There are other suppression situations: if emails have hard bounced once or soft bounced more than 7 consecutive times, invalid email addresses, or manually suppressed by a user of your account. Though you should see these in the timeline.
If you haven’t checked already, what’s the reason given for your suppressed profile? You should be able to see that by inspecting their subscription details from their profile screen (example below).
I wouldn’t change their subscription status until you know why they’re suppressed. It might just be a bad email address that you can clean eg .@hotmail.co.k
Regards
Andy
I have the same issue but the reason was listed as:
Subscription details
Status
Subscribed
Method
Shopify integration
Date
January 26, 2025 at 2:38:03 PM GMT+10
Details:
Customer Webhook
Suppression details
Suppressed from email marketing due to User Suppressed on February 25, 2025 at 7:54:13 AM GMT+10
However, they didn’t unsubscribe and there is no unsubscribe event, just an entry in the activity log that says: “Manually Suppressed from Email Marketing”
