I had a feeling this was on the Acoustic side—thanks for the explanation and for adding it to the 2026 list. I’m happy to discuss it further and help in any way I can!

@Lars, this isn’t about unsubscribing secondary emails per se... A good goal would be to add a cross-check to identify duplicate records, and if a recent donation exists under any associated email, remove those records from the segmentation (bucket them into a group for deduping?!). This would help prevent recently active donors from being included incorrectly, without changing anyone’s subscription status.

Sounds good, thanks, Lars! I'll share the news with the team and report back.

Thanks for the update and for fixing the issue!

Gotcha - this makes total sense, ty!

Thanks for asking, @Lars. Could you confirm whether the goal is to remove the ‘on-hold’ emails from the CID list, remove the on-hold field entirely, or something different?

@Lars, I created CID 69158152: The country was originally set to France and appeared correctly on the summary page. After I changed it to the US and saved, the country field shows as blank on the summary. When you expand the address details, the US is there — it’s just not displaying properly in the summary view.

Deal, ty!

@Lars, I think it would be helpful for us to go over this on a call next week. PayPal was only one example to explain why I’m asking for this, but there are other scenarios too, so PP is not the main focus. I’m not explaining it well in the phab, so apologies for that!

Interestingly, we just received another CID 66180543 from Canada, who reached out about receiving a USD email and requested a refund because their donation was charged in USD. However, their address is listed as CA in Acoustic and US in Civi, and their previous donation was also in CAD.

@Lars, while the system technically maintains the recurring donation, it doesn’t always preserve the donor’s additional info—like name and email—as the primary record. For example, if a donor has an active recurring via PayPal but makes a one-time donation via credit card with a different email—which happens frequently—Civi won’t automatically retain all info unless the correct box is checked during a merge. The “Recurring Active” indicator would help DR identify this and ensure the merge keeps the correct primary information. Let me know if you need more information.

Both Civi and Acoustic show CA as the country for this CID.

Here's some interesting information Cailtin shared, regarding Acoustic, also relevant to CID CID35879501 from Oct 31st.

Sharing the latest snooze flaps that were also shared with the email team, for everyone’s visibility:

For some users, it’s slow throughout the day (myself included), while for others it’s intermittent. For Lindsay, it was a complete outage at 13:29:45 and again at 14:17:41 Pacific on Nov 18.

Thanks, @Lars!

Another super slow day for Civi, also reported by the DR team. Deduping was almost impossible!

Flagging that Civi has been super slow again today.

@Lars, the unsubscribe info is showing under Change-Log and Activities for the CIDs, but it’s not triggering ‘No Bulk Emails (User Opt Out).’ I could swear we had a script in place to check the updated CIDs for the unsubscribe info and apply the “No Bulk Emails (User Opt Out)”. Thanks for digging into this!

Great, thanks for confirming!

@Lars would enabling wmf-cv also resolve similar cases involving RMLs? For example, CID 63213025 should have been merged into 68277079. Ty!

French CID 35879501 was snoozed until 10/31/25 and received the RML on 10/31/25, as shown under the mailing events. However, they donated on 10/17/25 under the same email — shouldn’t that have prevented the RML from sending?
Given that the criteria include both entry and existing program members, should we also check for donations within this fiscal year?
@ppenloglou and @Lars

Thanks for the link, @Lars — you weren’t kidding about the slow loading! Do you think there’s a way to split this massive group into smaller ones so the admin team can work on deduping them? I’m seeing a lot of bogus emails (CID examples: 20605649, 64765224, 10202889, 2180527).
Maybe a group could be created based on “(List) Contact Display Name = no more than two” to help narrow things down?

Thanks, @Lars! So to clarify, do we need to wait a few hours, or perhaps until the entire email send has been completed, before the description changes from the number string to the full description?

Today’s Power email description was sp75235855 — please see the mailing events for CID examples 59915242 and 21586918.

Unfortunately, the issue is still happening. CID 68339721 was snoozed by us on 9/9/25 until 1/2/26, but RML1 was sent on 10/25/25. The same happened with CID 33342357, which was snoozed on 10/8/25 until 8/1/26, yet an RML was sent on 10/23/25. Both CIDs reverted to the snoozed status after receiving RMLs that shouldn’t have been sent.

Hi Team! Civi has been super slow since yesterday. I thought it was just me, but it turns out others have asked me as well.

Yes, it is, thanks for checking!

Great update, thanks, @Lars!

@Lars, after testing all CID scenarios with Amber, I’m happy to share that the only action needed for the phab is to add the Snooze date indicator to the Civi summary page for donors who use the 90-day snooze link in the preference center, as it doesn’t currently appear there (example: CID 5039628 - unless the changes happens after an overnight sync?)

@Lars, right, as it stands now, removing US donors from our programs requires us to follow three separate steps:

That would work, tysm!

@Lars, this is where it gets tricky: in CiviCRM, “opt-out” doesn’t necessarily mean “email unsubscribed.” Because of this, we may need to look at the full communication workflow (sooner than later).

@Lars, thanks for looking into this so quickly and for sharing your findings! Do you happen to have a link to a search kit so I can take a look and try to figure out the best next steps?

As you mentioned, it is running a bit slow, but I can confirm it’s working, thanks, @Lars!

@Lars, I snoozed both CIDs since their original snoozing caused email #2 to be sent to them incorrectly.

FYI: I tried to capture the authorizing Gravy trx# 2898f49a-6591-4077-a899-24897e8e488b (ticket #1724400/ CID 150948) without success. It is now showing up as declined canceled_payment_method in Gravy and as a chargeback in Civi.

Thank you, @ppenloglou!

CID 66158442 snoozed himself till 11/30 and received RML 3 on Oct 2nd, 2025. I snoozed till next year today.

Hi, @Lars, your notes are correct!
Regarding the current process, when possible, a list of contacts in need of updating is pulled and then placed into a group for bulk updating.

@ppenloglou, could this also be the reason why email #2 was sent to these two CIDs, 1064847 and CID 54288067 -- who had used the Acoustic link to snooze themselves?

Thanks for checking and confirming, @Lars! CID 1064847 used the Acoustic link to snooze until Dec 15 (back in September), but still received email #2 yesterday. I’ve gone ahead and snoozed them until Jan 2 since they’re getting an error when trying to donate.
The same happened with CID 54288067.

@Eileenmcnaughton and/or @jgleeson, today, CID 4420172 received email #2, even though they donated on 09/16. The message was sent to their 3rd email on file, which shouldn’t have happened.

@Eileenmcnaughton, could this be caused by using the old snooze 90 days link instead of the Civi link? Just wondering if the first link might actually let donors re-enroll in the RML program, even though their intent was to remove banners…

@Lars, here's one: CID 19214467 --> that had both the 6C and spring tags added last year (Oct 2024) per their request. This year, they received 6C Email #1 on 9/16, which shouldn’t have been the case.
Note: The donor reached out with this concern, and Erich apologized. They confirmed it’s fine to receive a reminder in the spring, so Erich removed the Springlish exclusion tag yesterday in accordance with their preference.

@Eileenmcnaughton, you mentioned that the resnoozing was acting funky for a bit. Is it still happening? We've seen a few donors who weren’t caught in time and received follow-up RMLs. Thanks for checking!

No worries, @jgleeson, I was just about to share that I had manually done it 😉

Here's another: CID 2985875, Gravy trxn 30c740a3-2b67-4e26-abca-e5ad23fd35d7, also on August 14th. I'll be waiting to hear if I need to pull it manually or not. Thanks, team.

Adri just shared one: CID 3561691, Gravy trxn 0092693e-fb4b-48d2-bfeb-49934a37143e, August 14th --> @jgleeson, pls let me know if you need me to pull this one manually. Thank you!

Hi @jgleeson, just checking to see if there are any updates here. The CIDs 65047211 and 67686815 still don’t show their recent donations in Civi.

The CID received RML #3 this week in between another sign-up on 2025-09-16, at 4:39 PM, and the resnooze at 6:36 PM, exactly at 5:44 pm.

I have found one as well:
CID 17722859 - Gravy trxn: c9197f8a-c11a-455b-9e42-ff5d6d721977 - Date: Sept 3 - Method: Visa ApplePay
I'll be adding this to Civi manually, but wanted to share it here.

@Lars, Below would be perfect, thank you for asking, and for working on it!