Marketing Cloud Unsubscribe does not work for existing subscribers that would not meet current List Detective validation
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Marketing Cloud Unsubscribe does not work for existing subscribers that would not meet current List Detective validation

Marketing Cloud Integrations , Marketing Cloud Audience/Contacts , Marketing Cloud Sending

Last updated 2021-12-03 ·Reference W-10243805 ·Reported By 0 users

In Review

Summary
If you have Marketing Cloud Connect setup and your Sales and Service Cloud integrated with Marketing Cloud, you have the option to unsubscribe or resubscribe Contacts or Leads by clicking the Marketing Cloud Unsubscribe/Resubscribe link on the Contact or Lead record page.

See the following documentation for more information:
https://help.salesforce.com/s/articleView?id=sf.mc_co_unsubscribes.htm&type=5

If the Contact or Lead you are attempting to unsubscribe exists in your All Subscribers list in Marketing Cloud, clicking the Marketing Cloud Unsubscribe link should change the subscriber status from Active to Unsubscribed.

However, if a Contact or Lead exists in the All Subscribers list with an email address that does not pass List Detective validation an error is returned in Sales and Service Cloud, which prevents the subscriber status from being updated in Marketing Cloud.

The error that is returned is "An unexpected error has been encountered. The Email Opt Out flag will not be updated."

Examples of email addresses that can results in this error would be email address starting with info@ or mail@. Attempting to import a new subscriber with an email in this format should result in the subscriber not getting created due to List Detective exclusion. However, email addresses in this format have not always been excluded by List Detective and therefore you may have existing subscribers on your All Subscribers list from pre-2020 that will be affected by this issue.

See the following article for more information on List Detective:
https://help.salesforce.com/s/articleView?id=000335444&type=1

Repro
-Review your Salesforce Contacts and Leads that have been synced to Marketing Cloud and exist on All Subscribers with an email address in the format info@ or mail@.
-Navigate to that Contact or Lead record in Sales and Service Cloud.
-Click the Marketing Cloud Unsubscribe link.

Note: the error "An unexpected error has been encountered. The Email Opt Out flag will not be updated." is returned.

If you see this exception for a subscriber that has an email address that does not begin with info@ or mail@ you can check if the subscribers email address does not meet List Detective validation by attempting to add a new subscriber to your All Subscribers list with that email address via import. The import result file should show a ListDetective Validation Error if the email does not pass List Detective

Workaround
Update the email address of these subscribers to an email that passes List Detective validation (e.g. via import).

OR

Update the status to Unsubscribed via an import in Marketing Cloud.

Reported By (0)

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