Unsubscribe link not working

[Mikes_Jones]

our unsubscribe link is not working, we had a lead reach out to us to ask us to manually remove her from communications because she could not unsubscribe.

is this a MKTO issue or an issue with our domain?

the url is www.OURDOMAIN.com/home/unsubscribe (the url that is found at at the bottom of all MKTO emails)

[Devraj_Grewal · Accepted solution]

Malik,

I would first try to locate the forms/landing pages used for the unsubscribe to make sure they are approved and functioning. You can create a new lead in Marketo as a test and send them an email, click on the unsubscribe link in the footer, visit the unsubscribe landing page, fill out the unsubscribe form, and verify that either the form or a smart campaign moved them to true for "Unsubscribe".

[Steven_Vanderb3]

In what way is it not working?  When the person filled out the form did the submission not save on their record?  Is the page not loading or the form not submitting?  Is it working for you or only not working for that one person?

[Amy_Goldfine]

How many people have said that the unsubscribe link doesn't work? Have you tested it yourself?

Our unsub link/page/form works just fine, but occasionally people will reply via email and say it doesn't work...*shrug*

[Grégoire_Miche2]

Hi Malik,

1/ the URL surely ends up with a .html

2/ If you provide us with the real URL, we can at least check that the LP is working properly, at least. That will leave the problem of the email link.

Have you read this: The comprehensive guide to setting up the unsubscribe link ?

-Greg

[Mikes_Jones]

hey guys, looks like the Landing Page that hosted the unsubscribed form was down on Sitecore - so it was not a MKTO issue.

but thanks for all the lovely feedback, super helpful

[Grégoire_Miche2]

Hi Malik,

Is this page containing a Marketo form? If not, make really sure the data syncs with Marketo, because there are legal obligations here.

-Greg