How to Deactivate Subscribers

How to pause notifications for a subscriber without deleting them, and how to switch them back on when you need to.

Overview

Deactivating a subscriber stops all notifications to them without removing their record. It's useful when someone needs a temporary pause, like a staff member on leave, or a resident who's asked to hold off for a while. You can reactivate them at any time.

Deactivate vs. Delete

Deactivation is reversible. The record and all their details stay intact. If you need to fully remove them, see How to Delete Subscribers.

What You'll Need

• Access to the Subscribers tab (all roles).
• The subscriber's name, email, or Subscriber ID to locate them in search.

Step-by-Step: Deactivating a Subscriber

Step 1: Find the subscriber

1. Click Subscribers in the left sidebar.
2. Use the search form to locate them.
3. They'll appear in the results table.

Step 2: Click Deactivate

1. Click Deactivate in the Actions column for that subscriber.
2. It happens immediately. No confirmation dialog.
3. The Active column will clear. No checkmark means inactive.

How to Reactivate a Subscriber

Reactivating brings them back into the sending pool. Here's how:

1. Search for the subscriber.
2. Find them in results. The Active column will be empty.
3. Click the Edit button for that subscriber.
4. In the Edit form, set the Active status back to active.
5. Click Save.

Tip

To find all deactivated subscribers in a department, search with no name filters. Just select the department and click Search. Any row with an empty Active column is deactivated.

What Happens When a Subscriber is Deactivated?

What changes	What stays the same
The subscriber will not receive any campaign notifications while deactivated.	The subscriber's record, Subscriber ID, name, and contact details are all preserved.
The Active column in search results shows no checkmark (inactive status).	Historical message records for this subscriber remain visible in Analytics.
The subscriber will be excluded from all campaign audience counts while inactive.	The subscriber can be searched, found, and reactivated at any time.

Tips for Success

Common Pitfalls

• ×Deleting a subscriber when you only mean to pause their notifications. Deletion is permanent and cannot be undone.
• ×Forgetting to reactivate a subscriber after the reason for deactivation has passed (e.g., after a staff member returns from leave).
• ×Confusing a deactivated subscriber with an opted-out subscriber. Opt-outs via STOP are recorded separately in Analytics STOPs tab.

Best Practices

• ✓Use deactivation as your default choice whenever you are uncertain. It is safer than deletion and fully reversible.
• ✓If you deactivate many subscribers at once via bulk upload, keep a record of which Subscriber IDs were deactivated so you can reactivate them later.
• ✓Search for inactive subscribers periodically to review whether any should be reactivated or permanently deleted.

Having Trouble?

What you're seeing	Why it happens	How to resolve it
Deactivate button is not visible in the Actions column	You may not have deactivation permissions, or the subscriber is in a different department.	Ask your Reach Administrator.
Subscriber still receives notifications after deactivation	There may be a brief delay, or the subscriber has records in multiple departments and only one was deactivated.	Wait a few minutes. If they're still receiving messages, check for duplicate records across departments.
I can't find the Reactivate option	The Active status field is in the Edit form.	Search for them, click Edit, and update the Active status.

Frequently Asked Questions

Q: Can I deactivate multiple subscribers at once?

A: Not through the portal UI. For bulk deactivation, you can use the CSV bulk upload with the appropriate status field. Contact Convey support for guidance on that.

Q: What is the difference between a deactivated subscriber and one who replied STOP?

A: They produce the same result but through different routes. A deactivated subscriber was paused by an admin and can be reversed in the portal. A STOP subscriber opted out through their carrier, which is managed in Analytics STOPs. Both stop receiving messages, but they're tracked differently.

Q: Will a deactivated subscriber still appear in campaign audience counts?

A: No. Deactivated subscribers are excluded when Reach counts your audience for a launch.

Q: Does deactivating a subscriber affect their category assignments?

A: No. Categories stay intact. When you reactivate them, they're back in the pool for those categories automatically.

Q: Can a subscriber reactivate themselves?

A: No. Only portal users can deactivate or reactivate records.

Need More Help?

If you have followed the steps above and still require assistance, please refer to the relevant articles listed below for additional guidance.

• How to Delete Subscribers Permanently remove a subscriber when deactivation is not sufficient.
• How STOP and HELP Work Understand the difference between deactivation and SMS opt-outs.