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March 30, 2022

So, your client unsubscribed from Matrix?

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Author: Randi Marie Penny - Member Engagement Specialist

In 2003, the CAN-SPAM act was passed standardizing rules for marketing. When you add your client’s email address to Save a New Auto Email and receive the red box, saying you cannot send information to this email, the CAN-SPAM act is why.

The act created the right for your client to say they no longer want or need your communications and requires you to promptly remove them from your distribution list.

 This is no different from when you receive emails for marketing calls as a consumer. By law these emails must contain a button to allow you to unsubscribe or in terms of texting “stop” the communication.

The Challenge

 Since Auto Emails are all run through the MARIS Matrix emailer, when your client clicked unsubscribe, that stopped all MARIS Matrix communications, not just the ones from the last agent they were using.

So, what do you do when they ask your help to resubscribe?

The act says that YOUR CLIENT is the only one who can reverse that decision. You are not able to opt them back in and neither is MARIS.

How to Help Your Client Resubscribe

To opt back in, your client must send an email from the same email the client unsubscribed from, even a blank email, to to resubscribe to receive your auto emails.

We know it can be cumbersome verifying that your client sent that email and that they sent it correctly (Note that “optin” looks a lot like “option” to Autocorrect). Below are a few tips for helping your client opt in.

Have them cc you on the email to the optin mailbox. This will allow you to be able to forward their message to our support staff if it is not allowing you to add your client in.

Verify that their phone or email system did not autocorrect the email address to option. Remember that it may take 24 hours to enable your client in the system to begin auto emails.

Enable them in Matrix. Once they are back in, you need to go into Matrix >Auto Emails and enable them from the Auto Email Settings option.


If you have any questions, our support team is here and happy to help you navigate this process.

Thank you!