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scrystal
First Timer
September 17, 2026
Question

Contacts getting randomly unsubscribed

  • September 17, 2026
  • 1 reply
  • 18 views

In the last several months, I’ve received numerous messages from individuals who have always received my organization’s emails saying that they’ve suddenly stopped receiving them (including BOTH of our Executive Directors!!). I can’t figure out why contacts are being unsubscribed without any action on their part and how I can add them back to receiving emails. Any suggestions on how to fix this would be greatly appreciated!

1 reply

rachel moody
rachel moody
Community Manager
September 23, 2026

Hey ​@scrystal I understand your frustration here. 

There are several system-level causes that can trigger unsubscribes passively:

1. Email bounces. This is the most common culprit, especially for long-term contacts. EveryAction automatically sets an email address to Unsubscribed after one hard bounce (e.g., the address is not recognized by the receiving server) or three soft bounces (repeated delivery failures). If a contact's email provider changed configurations, their inbox filled up, or there was a temporary server issue, bounces may have accumulated without the contact doing anything.

2. Duplicate email addresses. If the same email address exists on multiple contact records, an unsubscribe action on one record suppresses that email address across all records sharing it.

 

You cannot change an email status from Unsubscribed back to Subscribed directly from your end, this is to protect deliverability. You do need to contact support to do this for you. Also, have you contacted support about this issue? They will definitely be able to dig in to this a lot more and provide you with reasons this could be happening. You can email them at ea-help@bonterratech.com

Rachel at Bonterra
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