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Troubleshooting Contact Reception Status Issues

This article contains the different situations in which you can send or not send communications to a contact. Use it if there is a status problem in a contact's profile to determine the cause and take appropriate action if necessary.

In the contact's profile, if you see one or more grey check marks, it means you do not have the required rights as a user. Ask an administrator to validate that you have the permission to use the channel to send the desired communication type(s)

Email

SituationIconDescription
Active contact and
not in quarantine and
not on the email kill file and
with a valid email address and
project without a consent center
The contact is Eligible to receive your emails. No mention of subscriptions or implied consents is indicated as the project does not have a consent center.
Active contact and
not in quarantine and
not on the email kill file and
with a valid email address and
who has subscribed to at least one communication type for which you can send email messages
The contact is Eligible, subscribed. He can receive the emails associated with the type(s) of communication to which he has subscribed.
Active contact and
not in quarantine and
not on the email kill file and
with a valid email address and
who has not subscribed to any communication type for which you can send email messages
The contact is Eligible, not subscribed. He can receive administrative emails for which his consent is not required, such as order confirmations.
Active contact and
not in quarantine and
not on the email kill file and
with a valid email address and
who has unsubscribed from all communication types for which you can send email messages
The contact is Eligible, unsubscribed. He can receive administrative emails for which his consent is not required.
Inactive contact or
in quarantine or
on the email kill file or
whose email address is invalid and
project without a consent center
The contact is Not eligible. He can not receive any emails from you.

For more details, see the tooltip located in the Email column.


Inactive contact and
in quarantine and
on the email kill file and
whose email address is invalid and
who has subscribed to at least one communication type for which you can send email messages
The contact is Not eligible, subscribed. He can not receive any emails from you.

For more details, see the tooltip located in the Email column.

Inactive contact and
in quarantine and
on the email kill file and
whose email address is invalid and
who has not subscribed to any communication type for which you can send email messages
The contact is Not eligible, not subscribed. He can not receive any emails from you.

For more details, see the tooltip located in the Email column.

Inactive contact and
in quarantine and
on the email kill file and
whose email address is invalid and
who has unsubscribed from all communication types for which you can send email messages
The contact is Not eligible, unsubscribed. He can not receive any email from you.

For more details, see the tooltip located in the Email column.

SMS

SituationIconDescription
Active contact and
not in quarantine and
not on the SMS kill file and
with a valid number and
project without a consent center
The contact is Eligible to receive your SMS. No mention of subscriptions or implied consents is indicated as the project does not have a consent center.
Active contact and
not in quarantine and
not on the SMS kill file and
with a valid number and
who has subscribed to at least one communication type for which you can send SMS
The contact is Eligible, subscribed. He can receive the SMS associated with the type(s) of communication to which he has subscribed.
Active contact and
not in quarantine and
not on the SMS kill file and
with a valid number and
who has not subscribed to any communication type for which you can send SMS
The contact is Eligible, not subscribed. He can receive administrative SMS for which his consent is not required, such as announcements.
Active contact and
not in quarantine and
not on the SMS kill file and
with a valid number and
who has unsubscribed from all communication types for which you can send SMS
The contact is Eligible, unsubscribed. He can receive administrative SMS for which his consent is not required.
Inactive contact or
in quarantine or
on the SMS kill file or
whose number is invalid and
project without a consent center
The contact is Not eligible. He can not receive any SMS from you.

For more details, see the tooltip located in the SMS column.


Inactive contact and
in quarantine and
on the SMS kill file and
whose number is invalid and
who has subscribed to at least one communication type for which you can send SMS
The contact is Not eligible, subscribed. He can not receive any SMS from you.

For more details, see the tooltip located in the SMS column.


Inactive contact and
in quarantine and
on the SMS kill file and
whose number is invalid and
who has not subscribed to any communication type for which you can send SMS
The contact is Not eligible, not subscribed. He can not receive any SMS from you.

For more details, see the tooltip located in the SMS column.


Inactive contact and
in quarantine and
on the SMS kill file and
whose number is invalid and
who has unsubscribed from all communication types for which you can send SMS
The contact is Not eligible, unsubscribed. He can not receive any SMS from you.

For more details, see the tooltip located in the SMS column.


Mobile push

SituationIconDescription
Active contact who has authorized notifications in at least one mobile application.

The contact is Eligible to receive your notifications on the mobile applications listed in the tooltip located in the Mobile Push column.
Active contact who has not authorized notifications.
The contact is Not eligible because he has not agreed to receive your notifications.
Inactive contact regardless of whether or not he has authorized notifications.
The contact is Not eligible because he has been deactivated.

Web push

SituationIconDescription
Active contact who has authorized notifications in their browser.The contact is Eligible to receive your notifications on the sites listed in the tooltip located in the Web push column.
Active contact who has not authorized notifications in their browser.
The contact is Not eligible because he has not agreed to receive your notifications.
Inactive contact regardless of whether or not he has authorized notifications.
The contact is Not eligible because he has been deactivated.

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