What This Feature Does
This feature allows you to view all contacts who have unsubscribed from your emails and export their information for record-keeping, compliance, or to upload as a suppression list in other platforms. SendX provides two ways to access unsubscribed contacts: a quick direct view and an advanced segment-based method with custom filtering.
Why This Matters
Tracking and exporting unsubscribed contacts is critical for several reasons:
Compliance: Laws like CAN-SPAM and GDPR require you to honor unsubscribe requests immediately and maintain records
Best practice: Never email contacts who have unsubscribed—it damages sender reputation and violates anti-spam laws
Cross-platform suppression: Export unsubscribes to upload as suppression lists in other email platforms you use
Internal reporting: Analyze unsubscribe trends, reasons, and patterns to improve your email strategy
Audit trail: Maintain proof that you honored unsubscribe requests in case of disputes
Important: If a contact has unsubscribed from your emails, you should never send them marketing emails in the future unless they explicitly re-subscribe through a form or opt-in process.
Method 1: Quick View (Recommended for Simple Needs)
This is the fastest way to see all unsubscribed contacts without creating a segment.
Step 1: Navigate to Unsubscribed Contacts
Click Audience in the top navigation menu
Select Contacts from the dropdown
Click the Unsubscribed tab (you'll see the count in parentheses, e.g., "Unsubscribed (1)")
Step 2: View Your Unsubscribed Contacts
You'll see a list of all contacts who have globally unsubscribed from all email communication
The list displays:
Name (if available)
Email address
Date Created (when the contact was first added to your account)
Date Updated (when their status last changed, e.g., when they unsubscribed)
Step 3: View Individual Contact Details (Optional)
Click on any contact's email address to open their full profile
View their timeline to see:
Exact date and time they unsubscribed
Which campaign or email triggered the unsubscribe
Their complete email engagement history
When to use this method: For quick checks, viewing recent unsubscribes, or when you don't need to export or filter the data.
Method 2: Advanced Segment (Recommended for Filtering and Exporting)
This method gives you more control—you can filter by date range, specific lists, and export the data.
Step 1: Navigate to Segments
Click Audience in the top navigation menu
Select Segments from the dropdown (or click Contacts, then Segments)
Click Create Segment (usually a yellow button at the top right)
Step 2: Name Your Segment
In the "Segment Name" field, enter a clear, descriptive name
Examples: "Unsubscribed Contacts," "All Unsubscribes," "Unsubscribes - Last 30 Days"
This name is only visible to you and helps you organize segments
Step 3: Set Segment Conditions
Under Condition, click the dropdown
Select Lists from the dropdown menu
A search field will appear—type "Unsubscribed" to filter options
Select "Unsubscribed from all email communication"
Set the condition Equal to Yes
Save the condition.
Alternative options (if you need different filters):
Unsubscribed within (in days): Only show contacts who unsubscribed within a specific timeframe (e.g., greater/ less than 30 days)
Email address bounced: View hard bounces instead of unsubscribes
Marked spam: See contacts who marked your emails as spam
Step 4: Add Additional Filters (Optional)
You can refine your segment with additional conditions:
Common filters to add:
Date range: Show only contacts who unsubscribed during a specific period
Specific list: Filter by which list they unsubscribed from
Tags: Include only contacts with certain tags
Custom fields: Filter by any custom data you track
To add multiple conditions:
Click "Add Condition" (or similar button)
Choose whether conditions should match:
AND: Contact must meet ALL conditions
OR: Contact must meet ANY condition
Build your filter logic as needed
Step 5: Save the Segment
Scroll down and click Submit (or Save Segment)
SendX will create the segment and automatically populate it
Note: Segments refresh automatically every few minutes, so new unsubscribes will appear without you needing to recreate the segment.
How to Export Unsubscribed Contacts
Once you've created your segment (or if you're using an existing one), you can export the data.
Export Process:
Open your segment:
Go to Audience → Segments
Click on your unsubscribe segment name (e.g., "Unsubscribed Contacts")
Initiate export:
Look for an Export button or option (usually at the top right or in a dropdown menu)
Click Export
Wait for processing:
SendX will process your export request
Processing time depends on the number of contacts (larger lists take longer)
You can close the page—the export will continue in the background
Check your email:
SendX will send the export file to your registered email address
The email subject line will typically use your segment name (e.g., "Unsubscribed" or whatever you named the segment)
The email contains a download link (not an attachment)
Download the file:
Click the download link in the email
The file will download as a CSV (comma-separated values) file
The download link does not expire, so you can download it multiple times if needed
What's Included in the Export:
The CSV file contains all contact information, typically including:
Email address
Name (First Name, Last Name)
Any custom fields you've set up for contacts
Tags (if applicable)
Note: The export does NOT include the specific campaign that triggered the unsubscribe or the exact unsubscribe timestamp (though Date Updated gives you a close approximation).
What to Do With Exported Unsubscribed Contacts
1. Maintain Compliance Records
Store the CSV file securely for your records
Keep these files for as long as you need them—there's no specific expiration requirement
If audited or questioned, you can prove you honored unsubscribe requests
2. Upload to Suppression Lists in Other Platforms
If you use multiple email marketing platforms, upload your SendX unsubscribe list to prevent accidentally emailing these contacts elsewhere:
Mailchimp: Import as "Unsubscribed"
ActiveCampaign: Add to suppression list
HubSpot: Import with "Unsubscribed" status
Any other ESP: Follow their suppression list import process
3. Analyze Unsubscribe Trends
Open the CSV in Excel or Google Sheets to analyze:
Which time periods saw the most unsubscribes
Patterns in unsubscribe behavior (are certain types of contacts more likely to unsubscribe?)
Correlation with specific campaigns or content topics
4. Clean Other Databases
If you maintain contact lists in CRMs or other tools (Salesforce, HubSpot CRM, etc.), use the export to:
Mark these contacts as "Do Not Email"
Remove them from marketing automation workflows
Add notes about their unsubscribe status
Important Limitations and Notes
No Export Size Limit
You can export segments with any number of contacts—there's no hard limit
Very large exports (10,000+ contacts) may take longer to process
Export Timing
If your export seems stuck or doesn't arrive, wait a few hours before retrying
Segments auto-refresh every few minutes, so if someone unsubscribes while your export is processing, you may need to export the next day to capture them
Export Shows Snapshot, Not Real-Time
The export captures all contacts matching your segment conditions at the moment you click Export
If someone unsubscribes after you initiate the export, they won't be included
Export again to capture new unsubscribes
Multiple Exports Always Include All Contacts
Each time you export, you get all contacts matching your segment conditions
SendX does NOT track "exported since last time"—it's always a complete snapshot
If you need incremental exports, use the "Unsubscribed within (in days)" filter when creating your segment
Re-importing Unsubscribed Contacts (What Happens?)
Critical safety feature: If you accidentally re-import an unsubscribed contact:
✅ SendX protects you:
The contact's global unsubscribe status is preserved
They will NOT receive any marketing campaigns, even if they're on active lists
SendX automatically prevents resubscription to maintain compliance
❌ What does NOT happen:
The contact is not automatically re-subscribed
You don't need to worry about accidentally violating their unsubscribe request
Best practice: Always cross-check import lists against your unsubscribe export before importing to avoid adding contacts who have already opted out.
Common Questions and Troubleshooting
Q: I don't see any unsubscribed contacts, but I know people have unsubscribed. Why?
A: There are a few possibilities:
They unsubscribed from a specific list, not globally:
Check individual list analytics to see list-specific unsubscribes
Go to Audience → Lists → [List Name] → Analytics to see unsubscribes for that list
They were deleted from your account:
If you deleted contacts after they unsubscribed, they won't appear in the segment
SendX preserves unsubscribe records for a period, but if contacts are permanently deleted, they're removed
Segment conditions are too narrow:
If you used "Unsubscribed within (in days)" with a short timeframe, older unsubscribes won't appear
Try using "Unsubscribed from all email communication" with no date filter
Q: My export email hasn't arrived. What should I do?
A: Try these steps:
Check your spam/junk folder:
Export emails sometimes get filtered—look for an email from SendX
Verify your registered email address:
Go to your account settings and confirm the email is correct
The export is sent to your account email, not the email you're viewing SendX from (if different)
Wait a bit longer:
Large exports can take time—wait 1-2 hours for very large segments
Retry the export:
If it's been several hours with no email, try exporting again
Contact SendX Support if the issue persists
Q: Can I export only NEW unsubscribes since my last export?
A: Not automatically, but you can work around this:
Workaround:
When creating your segment, use the "Unsubscribed within (in days)" condition
Set it to the number of days since your last export
Example: If you last exported 30 days ago, set "Unsubscribed within 30 days"
This gives you an incremental export of recent unsubscribes
Limitation: You need to manually track when you last exported and adjust the days accordingly.
Q: What's the difference between "Unsubscribed from all email communication" and "Unsubscribed within (in days)"?
A:
Condition | What It Shows |
Unsubscribed from all email communication | ALL contacts who have ever globally unsubscribed, regardless of when |
Unsubscribed within (in days) | Only contacts who unsubscribed within your specified timeframe (e.g., last 7 days, last 30 days) |
Use the first option for complete historical records. Use the second option for recent trends or incremental exports.
Q: Can I see WHY someone unsubscribed?
A: Sometimes, depending on your setup:
If you use SendX's default unsubscribe page:
SendX may capture an optional unsubscribe reason if you've enabled that feature
This would appear in the contact's timeline or custom fields
If you use a custom unsubscribe page:
You control what data is captured
Reasons would only be available if you built that into your custom page
Check the contact timeline:
Go to Audience → Contacts
Click on the unsubscribed contact's email
View their timeline to see which campaign they unsubscribed from
Note: The export itself doesn't include unsubscribe reasons—you'd need to check individually or set up custom fields to track this data.
Q: I want to email unsubscribed contacts one more time to win them back. Is this okay?
A: No, this is not okay and violates anti-spam laws.
Once someone unsubscribes:
You cannot send them marketing emails, even "we miss you" campaigns
Doing so violates CAN-SPAM (US), CASL (Canada), GDPR (EU), and other regulations
It damages your sender reputation and can get you blacklisted
The only exception: Transactional emails (order confirmations, password resets, account notifications) are still allowed, as they're not marketing communications.
If you want to re-engage unsubscribers legitimately:
Use other channels (social media, retargeting ads, SMS if they opted in)
Wait for them to re-subscribe organically through a form
Q: Can I filter by specific lists when viewing unsubscribes?
A: Yes! When creating a segment:
Add your unsubscribe condition first
Click Add Condition
Choose Lists → Is in list → Select the specific list
Set the logic to AND (contact must be unsubscribed AND on that list)
This shows you who unsubscribed from that particular list, which is useful if you send different types of content to different lists.
Q: How long does SendX preserve unsubscribe records?
A:
SendX preserves unsubscribe records for a certain period, but there's no indefinite guarantee
As long as the contact exists in your account, their unsubscribe status is maintained
If you delete the contact entirely, the unsubscribe record may be removed after some time
Best practice: Export your unsubscribe list regularly (monthly or quarterly) for your own records, rather than relying solely on SendX's storage.
Q: My segment shows zero contacts, but I know there are unsubscribes. What's wrong?
A: This can happen if:
Your segment conditions are too strict:
Remove any additional filters and use only "Unsubscribed from all email communication"
Check if you accidentally set conflicting conditions (e.g., "subscribed AND unsubscribed")
You're looking at the wrong segment:
Make sure you opened the correct segment
Check if you have multiple segments with similar names
All unsubscribed contacts were deleted:
If you previously deleted unsubscribed contacts to reduce billing, they won't appear in segments
Check if you have a CSV export from before they were deleted
Q: Can I automate this export to run monthly?
A: Currently, SendX does not have a built-in automation for scheduled segment exports.
Workaround:
Set a calendar reminder to manually export monthly
Save the export emails in a dedicated folder for record-keeping
If you need automation: Contact SendX Support to request this feature or ask if they can assist with a custom solution via API.
Quick Reference Checklist
Use this checklist to efficiently view and export unsubscribed contacts:
For Quick Viewing (No Export Needed):
[ ] Go to Audience → Contacts → Unsubscribed tab
[ ] Review the list
[ ] Click individual emails to view timelines (if needed)
For Exporting (Compliance or Cross-Platform Use):
[ ] Go to Audience → Segments → Create Segment
[ ] Name your segment clearly (e.g., "Unsubscribed Contacts - Feb 2026")
[ ] Set condition: "Unsubscribed from all email communication"
[ ] Add any additional filters (date range, lists, etc.) if needed
[ ] Click Submit to create the segment
[ ] Click Export from within the segment
[ ] Check your registered email for the download link
[ ] Download the CSV file
[ ] Store the file securely for compliance records
[ ] Upload to other platforms' suppression lists (if applicable)
Need Help?
If you're having trouble exporting unsubscribed contacts or need assistance with:
Understanding unsubscribe patterns in your account
Setting up custom segment conditions
Resolving export delivery issues
Compliance questions about re-contacting unsubscribers
Contact SendX Support immediately for personalized help.
Pro Tip: Export your unsubscribed contacts at least once per quarter for compliance record-keeping. Store these files securely with dates in the filename (e.g., "Unsubscribed_Contacts_Q1_2026.csv") so you can easily track changes over time.