This article explains how to troubleshoot situations where a phone number still appears on the unsubscribe report even after the contact has sent a RESUME (resubscribe) message.
Overview
When a contact sends RESUME to resubscribe, their phone number should no longer appear on the unsubscribe report. However, in some cases, the number may still appear unsubscribed. This article provides step-by-step troubleshooting and explains common reasons why a number may continue to show as unsubscribed.
Step-by-step troubleshooting
1. Allow time for system updates
After a contact sends RESUME, the system may take some time to update the subscription status. Wait up to 24 hours before assuming there is a problem, then run the unsubscribe report again. It can take a few hours, and in some cases up to a day, for the change to be reflected.
2. Send a test notification
Once you have allowed time for updates, send a test notification to the affected phone number. Ask the contact to confirm whether they receive the message and can see or send a confirmation reply on their device.
3. Check delivery and confirmation logs
If you have access to delivery logs, use them to verify that the system attempted to deliver the test notification to the number. Confirm whether the delivery attempt and any confirmation reply are recorded. If possible, note the notification ID and the exact time of the resubscribe attempt so you can trace the specific event more easily in the logs.
4. Contact the mobile carrier if needed
If the number still appears unsubscribed after the previous steps, or if test messages are not received, contact the mobile carrier for that number (for example, Verizon). Ask them to confirm that they are not blocking Everbridge’s SMS shortcode and to remove any block they find.
Why a number may still show as unsubscribed
1. Shared or duplicated phone numbers
A single phone number can be associated with multiple contacts in your account. In these cases, a shared number may appear multiple times in unsubscribe reports and can show as unsubscribed for one or more of those contacts, even if it is resubscribed for another. This can make it seem like the number has not been resubscribed, even though one contact record has an active subscription.
2. Data inconsistencies in subscription records
In some cases, there may be a data inconsistency or discrepancy between the automated RESUME response and the underlying subscriber records. This can cause the number to continue appearing as unsubscribed despite a successful resubscribe attempt. To investigate, trigger a new notification, record the notification ID and the exact time of the RESUME attempt, and use those details to trace the specific event in your delivery logs.