From time to time, you may check your reports following an email send and notice a large number of unsubscribes, or link clicks, all from the same domain.
You will generally also notice that all of the unsubscribes or link clicks occurred at the exact same time (or close to it). This will generally skew your report statistics, too.
Why does this occur?
This is generally caused by one of your recipients email servers scanning the message and then automatically unsubscribing everyone (from that same domain) from the email, or clicking on links within the email to make sure they are safe. Again - as this is automated, generally all unsubscribes will occur within seconds of one another.
How can I correct the issue?
The first step is to make sure your domain is configured in our platform. If so, then as the issue is occurring on your recipients end, there's nothing we can change on our side. However, you can contact the recipient(s) in question and ask them to get their IT team to whitelist your domain and allow your emails through.
Here is a sample email that you may wish to send to your affected recipient(s):
We recently sent you an email, but your email server automatically unsubscribed you from the mailing list before you even got to see the message. This is because your email server has an automated unsubscribe process enabled.
If you did not want to unsubscribe from our emails, you will need to ask your IT team / email provider to whitelist our domain, so that our important messages can make their way to you. The domain we use for sending emails is [insert your domain here].
Also, if it helps, the IP address ranges used by our email marketing system are as follows:
[refer to our System IP Address article]
Please ask your IT team to whitelist us, so our emails can make their way through to you. Thank you.
After the domain in question has been whitelisted by your recipients IT team / email provider, you will need to manually re-subscribe those that were automatically unsubscribed.
We have also recently made changes to the system which detects automated unsubscribes, so this should no longer occur - but if you experience any issues please reach out.