Trouble unsubscribing: Difference between revisions

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Occasionally you get a member who is having trouble unsubscribing, by the time they've got round to contacting the mods team they may be quite irate as a result of numerous unsuccessful attempts to unsubscribe. They'll probably be on individual messages and be completly swamped with posts. They almost certainly won't grasp that unsubscribing from a yahoo group is an automated process that doesn't in any way require input from the moderators.
Occasionally you get a member who is having trouble unsubscribing.  By the time they've got round to contacting the mods team they may be quite irate as a result of numerous unsuccessful attempts to unsubscribe. Be sympathetic.


To start here are Yahoo's very comprehensive instructions on how to unsubscribe:


http://help.yahoo.com/l/us/yahoo/groups/original/members/manage/manage-26.html
====Some reasons a member may be having trouble unsubscribing (and some solutions)====


==Some reasons a member may be having trouble unsubscribing (and some solutions)==
*They just really can't figure out how to do it


arghhhh! I think we need a flow chart here
*They've set up two accounts and have only unsubscribed from one


*They just really can't figure out how to do it (Yahoo isn't the most intuitive interface)
*They've unsubscribed from offer and wanted posts, but not other notifications


*They've set up two accounts with the same email address and have only unsubscribed from one
The first thing to do when a member is having trouble unsubscribing is to have a look for them on your membership list. In the above situations, when you do search in members you should see them. In which case you can either remove them yourself or send them Unsubscribe|instructions on how to do it.


The first thing to do when a member is having trouble unsubscribing is to have a look for them on your membership list. In the above situations, when you do search in members you should see them. In which case you can either remove them yourself or send them [[Unsubscribe|instructions]] on how to do it.  
To leave Freegle Direct a member needs to log in, go to Settings, scroll down to the details of the groups they are members of and click the 'Leave' button. They will be asked to confirm they do want to leave, once confirmed they are gone.


If they don't appear in your members list, it could be for a number of reasons:
A member can click on emails sent from your group to them, but sometimes they get confused between leaving the community or just stopping receiving those particular emails/notifications.  To unsubscribe completely from a group they must log in (to ensure that other people can't accidentally or deliberately unsubscribe them), which is enabled when clicking the leave link.  See Erasing Account by Mistake below for explanation of 'limbo period' when members delete their account.


* they've managed to unsubscribe from ''your'' Freegle group but are still subscribed to others
====Erasing all personal information====
Members are entitled under Data Protection to 'be forgotten'.  If a member wishes this, they need to log into the site and go to https://www.ilovefreegle.org/settings and use the Unsubscribe button. (They can also access the Settings page by clicking on the three-line menu button at the top right, or Terms or Privacy at the bottom left.)


* they've subscribed with an email address other than the one they're emailing you with
This gives a member opportunity to unsubscribe from individual communities/groups or to unsubscribe altogether and delete their account.


* they are unaware of, or haven't accounted for Yahoo's delays (It can take up to three days for Yahoo group posts to stop arriving but usually its pretty instant)


* It's a Yahoo glitch (these are surprisingly common actually)
====Erasing account by mistake====


So if you can't see them on your members list, first of all ask them if they are emailing you from the email account that gets the Freegle posts, and then ask them to forward you one or even some of the posts. This will enable you to eliminate the first two options.  
Sometimes members erase their account rather than unsubscribing from a particular community or wanting to stop receiving certain types of notifications.


To find out if an email address has ever been subscribed to a Yahoo group you need to  
In January 2024 a new feature was put in place, which allows a grace period for members to reinstate their account.  Explanation:  https://discourse.ilovefreegle.org/t/change-to-unsubscribe/7026
*look in 'management'
*and then under 'group activity'
*enter some or all of the email address/Yahoo ID in 'search logs' on the 'memberships' page.


'''screen shots for stuff above'''
While the member is in “limbo” before their account is removed, their open posts status is:
*The posts should no longer show on the web/app, so they shouldn’t get any replies via that route.
*They might get replies from emails that had been sent out.
*Those replies will go into the Chat for the deleted user but won’t get sent out.
*If the user were to reactivate their account, then they’d see them and they’d be sent out at that point.
*When the grace period expires and their account is fully deleted then their posts are marked as withdrawn.


Unfortunately, Yahoo groups have been known to continue sending members emails well after they've unsubscribed. As a moderator there is one trick that does tend to sort this out, you can [[How to pre-ban|pre-ban]] a member for a period of about 24 hours and then unban again. This usually stops emails.
====Nothing works?====
Contact the Support Team (support@ilovefreegle.org) to ask if they can find out what the problem is, providing all the details you have got so far.


If pre-banning doesn't work the member will need to contact Yahoo but as a short term solution here is some instructions on [[Filtering Emails]] for some of the more common email clients
 
[[Freegle Direct]]
 
[[Unsubscribe: help a member to leave]]
 
[[category:Freegle Direct]]

Latest revision as of 11:11, 24 January 2024

Occasionally you get a member who is having trouble unsubscribing. By the time they've got round to contacting the mods team they may be quite irate as a result of numerous unsuccessful attempts to unsubscribe. Be sympathetic.


Some reasons a member may be having trouble unsubscribing (and some solutions)

  • They just really can't figure out how to do it
  • They've set up two accounts and have only unsubscribed from one
  • They've unsubscribed from offer and wanted posts, but not other notifications

The first thing to do when a member is having trouble unsubscribing is to have a look for them on your membership list. In the above situations, when you do search in members you should see them. In which case you can either remove them yourself or send them Unsubscribe|instructions on how to do it.

To leave Freegle Direct a member needs to log in, go to Settings, scroll down to the details of the groups they are members of and click the 'Leave' button. They will be asked to confirm they do want to leave, once confirmed they are gone.

A member can click on emails sent from your group to them, but sometimes they get confused between leaving the community or just stopping receiving those particular emails/notifications. To unsubscribe completely from a group they must log in (to ensure that other people can't accidentally or deliberately unsubscribe them), which is enabled when clicking the leave link. See Erasing Account by Mistake below for explanation of 'limbo period' when members delete their account.

Erasing all personal information

Members are entitled under Data Protection to 'be forgotten'. If a member wishes this, they need to log into the site and go to https://www.ilovefreegle.org/settings and use the Unsubscribe button. (They can also access the Settings page by clicking on the three-line menu button at the top right, or Terms or Privacy at the bottom left.)

This gives a member opportunity to unsubscribe from individual communities/groups or to unsubscribe altogether and delete their account.


Erasing account by mistake

Sometimes members erase their account rather than unsubscribing from a particular community or wanting to stop receiving certain types of notifications.

In January 2024 a new feature was put in place, which allows a grace period for members to reinstate their account. Explanation: https://discourse.ilovefreegle.org/t/change-to-unsubscribe/7026

While the member is in “limbo” before their account is removed, their open posts status is:

  • The posts should no longer show on the web/app, so they shouldn’t get any replies via that route.
  • They might get replies from emails that had been sent out.
  • Those replies will go into the Chat for the deleted user but won’t get sent out.
  • If the user were to reactivate their account, then they’d see them and they’d be sent out at that point.
  • When the grace period expires and their account is fully deleted then their posts are marked as withdrawn.

Nothing works?

Contact the Support Team (support@ilovefreegle.org) to ask if they can find out what the problem is, providing all the details you have got so far.


Freegle Direct

Unsubscribe: help a member to leave

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