Preference Center link not working for some recipients

Sent an email to a few thousand people, the aim was for the recipients to review the information that the sender had on them. This was done using a list and custom fields.

The plan being that if the information was incorrect, they can click through to the preference center and edit their details themselves.

One annoying think about the system is that I have no idea whether or not people are clicking the link to the preference center, but the slightly worrying thing is that a handful of people are reporting that the link to the preference center does not work.

Has anyone experienced this or does anyone have a possible explanation?

I have considered that user error is one possible reason.

I wondered if people on really secure networks would also have problems, any help would be great thanks.


roshodgekiss roshodgekiss, 4 years ago

Hi RLWendon, this is very unusual. We haven't had any other reports of the preference center links not working so far, but we're certainly keen to find out what may have happened.

I've just sent you an email, requesting a few more details - sorry for the trouble!

On our end, happy to add your vote to make the preference center links trackable. In the interim, if you, or someone on your team is a confident coder,you can certainly try rolling your own preference center using our API.

Thanks, RLWendon! I really hope we can help here.

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RLWendon, 4 years ago

************* SOLVED *************

probably a system issue affecting the preferences center.

thanks to those who looked into the issue.

roshodgekiss roshodgekiss, 4 years ago

Thank you for updating this thread - it was most certainly an issue on our end. We're so sorry for the trouble here!

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peter786, 3 years ago

Although this thread is over a year old, and the issue was confirmed fixed before, I'm experiencing the same issue.

We send a campaign solely to invite 24k subscribers to update their preferences, and the link does not work....  what a bummer.

Another remark: why is the preferences page not using the clients custom subdomain?   It seems like a fishing technique to some of our subscribers, as they do not know/trust this domain: They are used to seeing ...

Phil Phil, 3 years ago

Hi peter786,

That doesn't sound good. We're not hearing any general reports about the preference centre, so we would like to look into the specifics. Do you mind sending us a support request so we can check it out?

Please include, if you can, the full source from a sent email which has the broken link. It will make it much quicker to track down any problem.

In terms of why preference center doesn't use your client's custom domain, it's a good question. We haven't had a lot of requests for preference center to use the custom domains, but i'll add a vote for you.

Arsae, 3 years ago

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