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Dealing with the Unsubscribe and Resubscribe Process


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#1 Rebecca_H

Rebecca_H

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Posted 10 July 2017 - 06:04 AM

Dealing with the Unsubscribe and Resubscribe Process

In this tutorial we're going to deal with the issue of users unsubscribing from Tapestry.

An unsubscribe means that access to Tapestry for the email registered for an account (or accounts if that email is registered for multiple Tapestry accounts) is frozen until due diligence is paid by the managers on Tapestry, ensuring the email is the correct email and that the person who is registered for an account on Tapestry is aware of what Tapestry is. After this, managers may then send a resubscribe email which will allow the user to resubscribe back to Tapestry.

Sometimes users who have had a Tapestry account at your setting may appear as unsubscribed. This may be because they have unsubscribed from a notification sent by your setting's Tapestry or from another setting's Tapestry they are also registered with. In either case this means that the email is currently unsubscribed and access to the user's account(s) frozen. However sometimes you may also be adding users to your Tapestry account and they appear straightaway as unsubscribed.This tutorial will explain how you can help a relative or staff member resubscribe to Tapestry, regardless of how they became ‘unsubscribed’.

For ease of reference, the tutorial is divided up into the following sections to help you through understanding the unsubscribe and resubscribe process on Tapestry.

1. Why does an unsubscribe occur and how?

2. What effects does the unsubscribe have on the user? - quick reference

3. How does an unsubscribed user appear on Tapestry?

4. Resubscribing a user
5. How do I cancel a resubscribe email?

6. More detailed explanation on the changes to a user's status when they unsubscribe and resubscribe.

7. What happens if another setting sends a resubscribe email from their Tapestry account?

This means you'll be able to jump to the section you may require assistance with.

 

1. Why does an unsubscribe occur and how?

Sometimes emails registered for accounts on Tapestry may be entered incorrectly and notifications which are sent out by Tapestry may be sent to the incorrect person and email. The person receiving the notification may therefore use the unsubscribe link in order to unsubscribe from Tapestry and not receive any further communication from Tapestry. However sometimes people may mistakenly unsubscribe from a Tapestry notification because they didn’t recognise it. In both cases we have a legal obligation and a duty of care to then prevent access to the Tapestry account registered with that email.

Users are able to unsubscribe by using the unsubscribe link found at the bottom of every email notification. They will then be taken to the following page containing the sections of

(1) Do you recognise Tapestry? And how they may login to change their notification preferences
(2) What the effect the unsubscribe will have on this account and any other account the email is registered for on Tapestry.

In order to unsubscribe, the user may then click on the 'Unsubscribe' button in red.

unsub%20link.png

 

2. What effects does the unsubscribe have on the user? - quick reference

There are couple of important points to make concerning the unsubscribe:

  • The first thing to note is that any user registered with an email on Tapestry can unsubscribe. This means both relatives and staff can unsubscribe.
  • When users unsubscribe, the account(s) registered with the email will be ‘unsubscribed’ and the user will not be able to login, reset their password (through a password reset link) or activate their account (if they have been sent an activation email).
  • When a user unsubscribes, if the user is registered for multiple Tapestry accounts with the same email and they unsubscribe from an activation email or notification from one particular Tapestry account, they are in fact unsubscribing from all Tapestry accounts set up with their email and not from just the Tapestry account which had sent the notification or activation email which was used to unsubscribe.
  • When an unsubscribe occurs, managers on the Tapestry accounts affected (i.e. all Tapestry accounts from which the email is now unsubscribed) will be notified of when users unsubscribe and resubscribe.
    Please note that managers will be able to set their notification preference for this by going to edit preferences – notifications and amending how they are notified of this. 
  • As a result of the unsubscribe event, the user will then appear with an ‘unsubscribed’ label in red next to their account.
  • Lastly, the unsubscribe may influence the user's status and this may change depending on their original status (e.g. activating and active). This is discussed in more depth later on in this section: Status change of unsubscribing and resubscribing.

Please note: For the purpose of this tutorial, screenshots are of relatives' accounts, but this can also be applied to staff. To do this for staff, you would instead need to access the Manage Staff section of the Control Panel instead.

 

3. How does an unsubscribed user appear on Tapestry?

The below screenshot indicates how a user, in this case a relative, may appear in your relative list if the relative has unsubscribed. A red label will appear informing you that they are unsubscribed.
.

unsub%20red%20label.png

By clicking on this label, a pop-up will be displayed providing a short account of the unsubscribe. By clicking on 'More Information' you will then be taken to a page more thoroughly describing the unsubscribe event and what you will need to do in order to resubscribe the user; information on this is provided below.

unsub%20pop-up.png

 

4. Resubscribing a user

How do I resubscribe a user?

To resubscribe a user so that they can once more log into Tapestry or to allow access to Tapestry to the correct person, you can gain access by locating the appropriate relative (1) and you may click on the cog to select ‘Resubscribe’ (2), as well as by clicking on 'More Information in the above screenshot. 

rel%20unsub%20labl%20and%20cog.png

After clicking on 'Resubscribe' above, you will then be taken to the following page which is divided up into subsections providing information on the unsubscribe and resubscribe.

Section 1 notes which user and email is unsubscribed.

Section 2 explains the meaning of unsubscribing and why one may unsubscribe.
Section 3 refers to the history of the unsubscribe and how they unsubscribed. It will detail if a user unsubscribed from a notification sent by your Tapestry or by another setting’s Tapestry. If there is no history, then you may contact us for more information.
Also within section 3, you will also be informed if a resubscribe email has been sent and if the user has resubscribed. This applies for both your Tapestry and any other Tapestry accounts registered with that email.
Section 4 refers to the act of resubscribing the user.
 

unsub%20and%20resub%20page%20-%20copy%20

 

In the following screenshot you'll see which email the relative has been registered with (1).

In (2) you are advised how you may resubscribe the user by either sending the resubscribe email to the email as in (1), or you may change the email to another by ticking the box 'Change Email Address'.

The clause in (3) requires ticking before you are able to send a resubscribe email, this is irrespective of if the email is changed or not (4). 

 

resub.png

If you wish to change the email, as the email initially registered was incorrect, two fields will then appear for you to enter the correct email, after which you'll need to tick (3) and then click on (4). By changing the email address here, you are effectively changing the registered email for the account and so this email will become the registered account email.

If however, you would like to send a resubscribe email to the registered email, without changing the email, then you will just need to tick (3) and click on (4).

It is really important to take note of (3) in the previous screenshot as this acts as confirming your understanding of the consequence of the resubscribe email and allowing the user the opportunity to gain access to Tapestry.

A resubscription email will then be sent to the appropriate address (i.e. newly changed email address or the original email address). This can only be sent once a day. The resubscribe email provides the user with access to a link which will enable them to reset their password and pin for the account. The resubscribe link is only valid for 24 hours so it is best to inform the user that a resubscribe email is being sent and that they should check their spam folder for it too.
Once the user has resubscribed, the user will gain access to their Tapestry account from which the resubscription was sent. Managers on all Tapestry accounts affected by the unsubscribe will then be informed that the user has resubscribed.

Our advice for resubscribing a user to Tapestry.

We offer the following advice on how to you can manage a user who appears as unsubscribed.

  • You should talk to the user, informing them about what has happened. Please ask them to confirm their email address to make sure that you have used the correct email.
  • If they have been registered under the wrong email address, you will be able to amend the email in the form on this page and the registered email for the account will be changed to that one.  A resubscribe email will then be sent to that address which will enable the user to activate their account
  • If they had previously unsubscribed and this was a mistake, you can send a resubscribe email to the same email as registered for their account. Once they have used the resubscribe link, they will then have access to their Tapestry account with you.
  • If it is the correct address, but if they wish to not resubscribe, then you can leave their account as unsubscribed or delete them.

 

How does a user resubscribe?

A resubscribe email contains a link which the user can click on to resubscribe and regain access to their Tapestry account.
resub%20email.png

Clicking on the link will send the user to a page which will allow them to resubscribe.
(1) informs the user at which setting has sent the resubscribe email and which setting's account will be unfrozen..
(2) informs the user of the criteria and advice for the password and PIN,
(3) provides the user with the fields to enter the password and PIN.
(4) After entering a password and PIN, they'd then need to click on 'Submit'  
Doing this will then allow them to gain access to the Tapestry account they are resubscribing to. 

resub%20link.png
 

5. How do I cancel a resubscribe email?

If you decide that you do not want to send a resubscribe email or one was sent by mistake, you are able to cancel the resubscribe and stop the user resubscribing. However how you cancel the resubscription depends on which state the user is in.

  • If the user is active, then to cancel the resubscription email you can make them inactive. Making them inactive will not allow the user to use the link in the resubscribe email. 

To make the user inactive, please refer to this tutorial here for making relatives inactive and this tutorial here for making staff inactive.

 

  • If the user is activating, then to cancel the resubscription email you will need to cancel their activation. They will then become not activated.

To cancel their activation please refer to number 1 in this tutorial here. It refers to cancelling activation, but this is how you need to cancel a resubscribe email for an activating user.

 

6. More detailed explanation on the changes to a user's status when they unsubscribe and resubscribe

When a user unsubscribes or resubscribes the status of their account may change. The status into which their account goes depends on their initial status (e.g. active, activating).

Influence of the unsubscribe on account status

The following table indicates the status change when a user unsubscribes from Tapestry. Please note that the status changes in this table do affect all the user's accounts registered with that email and the accounts registered with that email may be in various statuses.

Unsubscribe%20status%20table.png

Row 1: The user is not activated and the account will remain not activated during the unsubscribe.
Whilst in this state and unsubscribed no activation email can be sent, rather a resubscribe email would need to be sent.
Row 2: The user is activating and will become not activated as a result of the unsubscribe.
This is because the unsubscription cancels the activation. The same rules regarding activation apply as above.
Row 3: The user is active, then the account will become inactive after the unsubscribe.
Row 4: The user is inactive, then their account will remain inactive after the unsubscribe.
If a user is awaiting deletion or being deleted, their accounts will remain in those statuses but they will be unsubscribed and feature an unsubscribed label. Due to the nature of these statuses, you will not be able to send a resubscribe email.

If you delete the user and restore them, they may be restored, but they will remain unsubscribed. In both cases, a resubscribe email will need to be sent in order to resubscribe the user so they can login.

How does the resubscription influence the user's account status?

The following table indicates the status change when a resubscribe email is sent and the user resubscribes to the Tapestry the resubscribe email was sent from. Explanations will follow.

Please note this only affects the user's account from which resubscribe email was sent and not any other accounts registered with this email. 

table%20for%20resubscripton%20statuses.p

Row 1: A resubscribe email has been sent when the user is not activated. The account during the resubscription becomes activating. When the user resubscribes, the account will become active and they’ll be able to login.
Row 2: A resubscribe email has been sent when the user is inactive. The account during the resubscription will be active (though they will not be able to login yet). In order to login they will need to use the link to resubscribe. Once they have resubscribed their account will be active and they can login. 

7. What happens if another setting send a resubscribe email from their Tapestry account?

If a resubscribe email has been sent by another setting to the user and the user has resubscribed, the user's status on the other Tapestry accounts will not be affected. This means if the user had previously been active on your account, and as a result of the unsubscribe became inactive, they would remain inactive on your account if they have resubscribed from another setting's resubscription email. In order to allow access to your Tapestry account, you will need to reactivate them. This tutorial will guide you through reactivating a relative, whilst this tutorial will guide you through reactivating a staff member. Similarly, if you have a user who is Not Activated, in order to grant them access to Tapestry, you will need to send an activation email. This tutorial will guide you through sending an activation email. 

It may also happen that a user who is Inactive, Awaiting Deletion or is Being Deleted on your Tapestry account and appears with an unsubscribed label; the unsubscribe label may disappear from your Tapestry account as this means another Tapestry account has sent the user a resubscribe email and the user has subsequently resubscribed. They however will remain in the above statuses on your account.

This essentially means that the status of the user's account only changes at the Tapestry account from which the resubscribe was sent. Therefore Managers at Setting A, who have sent a resubscription email, will not be able change the status of an account and grant access to Setting B's Tapestry account. The user's account in terms of status and accessibility will only change at Setting A's Tapestry. In order for the account to be changed at Setting B's Tapestry account, where they will now be resubscribed, Managers at Setting B will need to make the user's account active or send an activation email if the user is not activated.

It is also important to note that whether a user is unsubscribed is up to the user, not the manager. As a result the resubscribe can only be performed by the user (who had previously unsubscribed). They can ignore the resubscribe email if they are sent one and by doing so, they will remain unsubscribed. 

 

I hope you find this system efficient for dealing with users who have unsubscribed and how you may resubscribe them back to Tapestry. If you require any further clarification after this tutorial, then please do get in contact with us!

Best wishes, Rebecca H






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