Prerequisites
- Review Your Opt-out List — Locate the address first
Reactivate a Suppressed Contact
A deliberate act that needs the contact's consent first.
Before You Begin
- Renewed consent from the contact. This is the whole point of the step — without it, do not proceed.
- The address located in the opt-out list
Reactivating removes an address from the suppression list so your email can reach it again, and clears the matching contact's email opt-out in the CRM.
It is reserved for the case where someone has asked to start hearing from you again, or where an address was suppressed by mistake. Emailing a previously-suppressed contact without renewed consent is one of the faster ways to damage your sender reputation, which is why Zyntro asks you to confirm.
Steps
Find the address
On Communication > Email > Analytics & Reputation, scroll to Opt-outs & Suppressions and search for the address.
Check the reason first
Read the Reason column before anything else.
Hard bounce or Manual can be lifted. Spam complaint cannot: that row shows Locked rather than a button, and no action available to you or to Zyntro will change it.
Select Reactivate
The button is at the right-hand end of the row.
Confirm that you have consent
A dialog names the address, explains that it was suppressed, and warns that emailing without renewed consent can harm your deliverability. The confirm button reads I have consent — Reactivate, which is deliberately hard to click by accident.
Cancel, the Escape key, or clicking outside all abandon it with nothing changed.
Let it finish
Zyntro removes the suppression from every sending stream the address is on, then clears the contact's email opt-out in the CRM. A message confirms both, and the list reloads so the row disappears.
The CRM flag is only cleared if the suppression was actually removed. A failed reactivation leaves your contact records untouched rather than claiming a success it did not achieve.
Result
The address is gone from the opt-out list and the contact shows as able to receive email again. Sequences, broadcasts and Segmentation Intelligence will include them from now on.
Start gently. A contact who has been suppressed for a while is more likely to complain than a new subscriber, so earn the re-engagement with something relevant rather than adding them straight into a high-frequency sequence.
Troubleshooting
The suppression is a spam complaint, and those are final. The recipient has to opt back in themselves through a form or signup; there is no action on this screen that will change it.
The address carries a complaint on at least one stream even though the row showed a different reason — the row displays the most serious reason across streams, and a complaint cannot be removed. Your CRM has been left as it was.
Check the contact record itself. Reactivation clears the email opt-out flag, but a contact can also be excluded by channel controls on their own record, or by list membership rules. The suppression was only one of the possible reasons.
Opt the contact out again from their CRM record, which stops Zyntro sending to them. If you want the address blocked at the delivery level as well, it needs to be added back as a manual suppression — contact Zyntro support if you need that done.
