Inactive Users Problem

  • Resolved spraker

    (@spraker)


    3 years, 5 months ago

    Been using MailPoet for a few years. Newest version is currently installed.

    Up to this point, we have had the Inactive feature shut off.

    However, our list has grown to almost 1,400 subscribers now and we are seeing anywhere between 45% – 65% open rate on our messages. Therefore, I decided it was time to enable the inactive feature.

    I set it to 12 months – so any user that theoretically hasn’t opened an email in 12 months should have been moved to the inactive list.

    However, that didn’t happen. Our Subscribed list plummeted to only 386 users and over 1,000 were then moved to inactive.

    When I went through some of the Inactive email addresses, there are a lot of them that have great open rates – even 100%, 80%, etc. So why were they moved to Inactive?

    Is there any database command that can be done to fix this? I’ve disabled the inactive feature and they all move back to Subscribed just as a help article instructed us to do – but then if I enable it again, the same issue occurs with over 1,000 of them moving back to inactive.

    We’re having more of a problem of our messages showing up in spam folders because of needing to prune the list.

Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Author Bruna a11n

    (@bruberries)

    Hi @spraker,

    Thanks for sharing your question here.

    We recently changed how the Inactive subscribers are detected by our plugin, and you can read more about it here.

    If you’re not using the latest version of MailPoet 3, it could be that our cron job to update existing subscribers has failed and that would mean many subscribers might have been marked as “Inactive” as a false positive.

    We released a fix for it in the latest version – 3.71.3. Please let us know if that’s the version you’re using right now.

    Thread Starter spraker

    (@spraker)

    Thank you for the response.

    I updated the plugin today. I then went to Subscribers and clicked the “Recalculate Now” button.

    Went into Settings -> Advanced -> set the Inactive to 12 months and saved settings.

    Waited a few minutes, went to Subscribers, and the Inactive list shot back up to 1,030 email addresses.

    So something doesn’t seem to be working right. Quickly scrolled through the first page of the inactive list and several of them have Excellent or Good in their score.

    Hi there @spraker,

    The fix should work, however, the Inactive Subscribers detection task runs only once a week so it may take some time to recompute the subscribers.

    Please let us know if it’s recalculated properly now.

    Cheers!

    Thread Starter spraker

    (@spraker)

    So clicking the “Recalculate Now” on the subscribers page doesn’t refresh – or the “Update Now” under Settings -> Advanced -> Recalculate Subscriber Scores?

    I did both of those things and that didn’t change.

    Still shows the same number of inactive subscribers today. It hasn’t quite been a full seven days though.

    Thread Starter spraker

    (@spraker)

    No change yet. Been a week since the initial request was submitted but six days since the first response / plugin update. Maybe one more day?

    Thread Starter spraker

    (@spraker)

    I see another version of MailPoet was released – 3.72.0. That was installed today.

    Problem still persists with this.

    Is there any way of clearing all of the inactive statistics and essentially “start over” with fresh data? I realize that it will then take a while to rebuild but I am not sure what else we can do to correct this.

    300-some users are in the subscribed list today – and 1,000+ in the inactive. Our open rates have been 50+% so at the most, there should be half in each group.

    Hi there @spraker,

    Thanks for getting back to us!

    So if it doesn’t update properly by tomorrow, please let me know and I’ll advise the further steps.

    Thread Starter spraker

    (@spraker)

    Making some progress now. I re-enabled the inactive feature and chose 12 months just moments ago.

    The Inactive list was then populated with about 500-something email accounts. That is half as much as what was populating before.

    Still, I viewed the Inactive list and there are email addresses in there that show engagement / open rates with high numbers and showed “Excellent”.

    I’ve disabled the inactive feature and then we’re going to send out a couple more newsletters in the next few weeks. Hopefully that will give MailPoet more statistical information and then we’ll re-enable the inactive feature.

    Plugin Support Gui A. a11n

    (@guicmazeredo)

    Hi there @spraker,

    Sounds like a good plan. If you still see inconsistencies on the Inactive users statistics let us know.

    We’ll be happy to help you investigate this further.

    Cheers!

    Hi there @spraker,

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

Viewing 10 replies - 1 through 10 (of 10 total)
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