Has anyone ever received comments from customers complaining that the "unsubscribe link does not work"? We keep getting these complaints, but no real feedback regarding in what way the link is not working, e.g., it isn't clickable, it goes to a wrong landing page or page with an error, etc. They just say "the link doesn't work." We've tested it in-house and also have taken it to Support, but so far no one has been able to duplicate this issue.
We are experiencing the same issue- we aren't getting specific information from our leads but just that the link doesn't work. We've tested our unsubscribe link on a few browsers and mail servers but aren't seeing any issues. Were you ever able to figure this one out?
My hunch is that it's working properly but the user experience on the unsubscribe page (we're using the default right now) leads users to believe that it didn't work. I'm debating sending an operational unsubscribe confirmation email to unsubscribers to erase any doubt. Longer term, the unsubscribe page experience might need adjusting to prevent this perception issue. Hopefully I won't find that there really is an issue...
Our unsubscribe page is hosted by Marketo using a subdomain of our domain (as with landing pages). This page is not secure which may cause issues with some users. The unsubscribe confirmation page is not secure and it's on a Marketo domain rather than our domain. I'm going to send this to support to see what they say.
Does your unsubscribe page provide an Unsubscribe checkbox or equivalent that they must check and then click a Submit button in order to unsubscribe? After they click the Submit button do you display a confirmation message?
There was an excellent help article on setting up an email preference center, which I cannot find in the new Community. Perhaps Scott K. Wilder can provide the link to that. If not I may be able to cobble together a few notes for you about how we did it.
Here is the link we use in live emails: unsubscribe
And here is the coding for the link in our system:
<p><font face="Calibri" size=".1">This email was sent to {{lead.Email Address}}. If you no longer wish to receive these emails you may <a href="%mkt_opt_out_prefix%UnsubscribePage.html?mkt_unsubscribe=1&mkt_tok=##MKT_TOK##">unsubscribe</a> at any time. </font> </p>
I'm not sure how to extract the actual link out of this coding.
Your Email Unsubscribe HTML code is correct. The compressed link you sent resolves to http://pages.jerusalemprayerteam.org/UnsubscribePage.html?mkt_unsubscribe=1&mkt_tok=3RkMMJWWf..., which also appears to be correct. However, unless you are prepopulating the unsubscribe form fields with their contact info, they may be entering a different email address than the one to which you sent the email and in that case, a new unsubscribed lead record would be created and their existing lead record would still be subscribed. If this is the case you should pre-populate the form and really shouldn't allow the lead to change the email address lest they cause a new lead record to be created.
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