Audience Management
      Back to home
      1. Help Center
      2. Audience
      3. Audience Management

      Viewing unsubscribed recipients and removing failed email recipients

      Tips on how to view recipients who have unsubscribed from your series and how to remove recipients who are appearing as failed.

      Table of contents:

      1. Viewing unsubscribed and unreachable recipients
      2. Removing failed email recipients
      3. FAQs

      1. Viewing unsubscribed and unreachable recipients

      🛠️How it works: 

      • Navigate to your series readers by clicking on the "Readers" button in the top right menu of your series. Under the Status column you will be able to see if they are unsubscribed, active, or unreachable. 
        • Unsubscribed: The recipient opted out of receiving the communications and will no longer receive upcoming editions. 
        • Active: The recipient is a current audience member.
        • Unreachable: The recipient’s email address is permanently unavailable. To determine why, review your analytics and locate the failed delivery status on this recipient.
        • You may find that this recipient has been suppressed. Check the analytics of previous editions and see if you can determine when this recipient first failed in order to review the root cause of the unreachable status. See our Delivery Status article for more details.
      • To view the unsubscribed recipients via CSV, navigate to your click the "Readers" button and select "Manage recipients" then "Export CSV."
      • The CSV will have an Unsubscribe column, where you can view all the recipients who have unsubscribed from the specific series.

      2. Removing failed email recipients

      The Delivery status column in your Analytics shows any failed deliveries.

      • 💡Our system attempts multiple deliveries before marking a recipient as permanently failed. A recipient may have bounces without failures if an edition was eventually delivered after several attempts.

      🛠️ How to bulk remove failed recipients: 

      • Navigate to your sent edition analytics by going selecting "Sent" from the status toggle.  
      • On your Sent page, select “View report.” > “Download full report.”
      • In your downloaded report, filter the Status column to identify all of the failed deliveries.
      • Delete the rows of the recipients that have failed.
      • Now that your list is clean, format your report by deleting all columns except Name, Email, and Segments. 
      • Save your new audience list as a CSV in UTF-8 format 

      • Click on the "Readers" button in the top right menu of your series then select "Manage recipients" > "Import CSV" to upload your CSV. 
      • If you would like to clear the current audience, select the following box:

      3. FAQs

      One of our recipients accidentally unsubscribed. Could you re-subscribe them?

      Yes! Please email help@axioshq.com with the name of the series and proof of their request to be re-subscribed. 

      My analytics download opens in an app different from yours. Will it still work?

      Yes! The process will remain the same regardless of the sheet app you use. As long as you can identify and delete the failed email addresses and then save the sheet as a CSV to re-upload. 

      One of our recipients is showing as unreachable and delivery failed but I know their email address is correct. Why aren’t they receiving our emails?

      Reach out to help@axioshq.com with the email address that is showing unreachable and we can take a closer look!