NOTE: This article is for customers with the "classic" Admin interface (horizontal top-navigation bar).



If your interface is different, view the New Admin Experience version of this article.

A suppression is an absolute Do Not Send status in Higher Logic Thrive Marketing Enterprise (Thrive Marketing Enterprise). Once a recipient is suppressed, they will no longer receive any emails from that account. This is why reversing a suppression is a manual process.

Most often a suppression is put in place by uploading records to the account via Tools, across accounts using Suppression Across Accounts, or by individual recipient.

A system suppression will occur and require additional measures to reverse:

• Spam Complaint - Thrive Marketing Enterprise automatically suppresses recipients who register a spam complaint. This cannot be reversed via the instructions below; instead, it requires an email from that recipient requesting to be added back to your mailing.
• User Not Found - Thrive Marketing Enterprise automatically suppresses User Not Found bounces if the system receives two consecutive user not found bounces.
• Bad Domain - Thrive Marketing Enterprise automatically suppresses Bad Domain bounces if the system receives two consecutive user not found bounces.

Add suppression status

1. Navigate to the Contacts tab.
2. Use the search to locate the recipient’s record by either last name or email address.
3. On the Search Results page, click the Details button associated with the recipient.
4. On the resulting page, click the Modify Suppression Status icon in the upper-right corner.
5. Check the message type they should be suppressed from receiving (Fax, Email, or Both).
6. Click Submit.

Remove suppression status

The steps below reverse manual suppression. Automated system suppression will require additional steps to reverse (e.g., spam complaints require an email from the recipient requesting to be added back to your mailing).

1. Navigate to the Contacts tab.
2. Use the search to locate the recipient’s record by either last name or email address.
3. On the Search Results page, click the Details button associated with the recipient.
4. On the resulting page, click the Modify Suppression Status icon in the upper-right corner.
5. If the recipient is suppressed, a check will appear in the check box of the message type they are suppressed from receiving. Uncheck the desired box.
6. Click Submit.

Reverse a suppression status

Sometimes recipients can inadvertently unsubscribe to your mailings, outlined below, based on your account’s unsubscribe settings are the instructions for reversing that unsubscribe status. However, because an unsubscribe may also be an intentional action completed by the recipient, re-subscribing an individual can ultimately affect your engagement metrics and overall deliverability.

You can reverse the recipient’s unsubscribe status by taking the following steps.

Reverse an unsubscribe by group or all

1. Select Contacts.
2. Select Simple Search and locate the recipient’s record by either last name or email address.
3. On the Search Results page, click the Details button associated with the recipient.
4. On the Edit Recipient page, scroll to the bottom and select show/hide all groups.
5. Select the checkbox for the group (list) to which you wish to re-subscribe the recipient.
6. Select Submit.

Reverse an unsubscribe by category

1. Select Contacts.
2. Select Simple Search and locate the recipient’s record by either last name or email address.
3. On the Search Results page, click the Details button associated with the recipient.
4. On the Edit Recipient page, scroll to the top and click the Manage Unsubscribe button.
5. Scroll to the category you would like that individual to be re-subscribed to.
6. Select Re-Subscribe.
7. If the checkbox Recipient is Unsubscribed from All is checked, uncheck it.
8. Select Submit.