Hi @roosakyl
I know it’s really disappointing to see sudden fall of subscribers. However, thanks for reaching out! I found a similar ticket that might help you.
Best Regards
Muhibul
Hi,
thank you for the reply! I have personally subscribed to the newsletter with my email, not with Twitter or other third party services. We lost 268 subscribers overnight, myself included. Me and at least four other people didn’t unsubscribe themselves, but they were still deleted from the list.
Have any APIs been recently deleted that could have caused this?
Roosa
Hi @roosakyl
Thank you for the follow-up. I’m not aware of any APIs being deleted, but I believe @erania-pinnera or someone else from the team might be able to confirm this for you.
Best regards,
Muhibul
Hi there, @roosakyl,
I’m sorry to hear about the trouble, but thanks for reaching out. I checked your subscribers, and I see a total of 453. Does this number resonate with you?
If you and other people can’t re-subscribe to your site, we may need to investigate starting from the email addresses affected. Could you contact us via this contact form, mention this thread, and share the email addresses with which you can’t resubscribe?
Thanks a lot!
Hi @erania-pinnera ,
thanks for your reply! 453 subscribers is correct (though someone just subscribed 40 minutes ago and now we have 454). We use the website to inform our coworkers about current issues, and it would be important to get everyone back on the list as soon as possible.
We could of course ask our coworkers to resubscribe, but I’d like to know if it would be possible to return the list back to the state it was just before April 1? It would also be important to find out what caused this issue in case it happens again.
Hi there, @roosakyl,
Thanks for bearing with us while we investigated. It turned out that something off happened in the Subscription tool between Apr 1st and 2nd. Our developers are still trying to figure out the root of te issue, and will try to deploy a fix if needed.
Meanwhile, you may want to ask the people who got accidentally unsibscribe to re-subscribe again. Let us know if they have trouble doing it, so we can help.
We’re very sorry this happened, and we hope it didn’t cause too much trouble and inconvenience 🙁
(for HE reference: Slack Loop archive /C03NLNTPZ2T/p1744210316529809)
Thank you so much! We’ll ask our coworkers to resubscribe for now. Luckily we have other channels for communicating urgent issues, but our WordPress site is the most important one.
Good luck figuring out the root issue!
Roosa
The same thing has just happened to our other site. There the drop was between April 8 and 9. We had 702 subscribers on April 8, and only 407 the following day. Has there been a similar issue on April 8?
Hi there, @roosakyl,
Our developers are working on the issue, and once a fix is deployed, you might be able to see it immediately – though we’re still investigating to figure out the best course of action to address this.
As for the other drop happened between April 8 and 9, could you share the site URL so we can check on it? As always, you can also share it via contact form. If you choose to reach out directly, please include a link to this thread.
Thanks!
(Ref for HEs, GH /loop/issues/657)
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This reply was modified 11 months, 3 weeks ago by
Stef (a11n).
Hi @erania-pinnera ,
I have now submitted a request through the contact form and added the name of the other website on the request. Will you be contacting me through the request from now on?
Roosa
Hi there, @roosakyl!
Yes, I can see your support request in our queue already, and we’ll address it as soon as possible. Your issue report has been already escalated to our developers who are already working on a a fix 🤞
We’ll keep you posted on the updates (hopefully good ones soon!) via email.
I am marking the thread as solved since we’ll continue via email 🙂
Thank you so much @erania-pinnera ! Let’s continue via email 🙂
Hi guys
This has also just happened to me. I celebrated 2,000 subscribers just days ago and an hour ago dropped from 2,012 to 1,084, no idea why. The remaining subscribers appear to go back only to 2023. My site has been gaining subscribers since 2012.
I have lodged a ticket but thought it might be helpful/relevant. I definitely can’t lose half my subscribers, so I’m hoping there is a fix soon.
I don’t know if it’s relevant but I experienced Jetpack connection glitches today for the first time in years.
Thanks as always for the plugin, coding and support.
Mike
Hi there, @mikefitzman (and @roosakyl),
Our developers worked on this, and it turned out it’s an issue triggered by a third-party action. Recently<span style=”box-sizing: border-box; margin: 0px; padding: 0px;”>, Microsoft Outlook made some changes to how it handles email security. That resulted in hundreds of users being unsubscribed from Jetpack and WordPress.com sites</span> without actually having unsubscribed.
We have pushed a change over the weekend to block those invalid unsubscribe requests, and we’re working on restoring the incorrectly unsubscribed emails.
@mikefitzman, could you please start your own thread, as per the Forum Welcome?
https://wordpress.org/support/plugin/jetpack#new-post
Please post your site URL here so that we can have a better look and report your specific case. If you want it to remain private, you can also contact us via contact form. If you choose to reach out directly, please include a link to the thread.
Thanks Stef and my apologies for jumping in here, I just didn’t want to create a new and essentially identical thread.
Mike
