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How to View and Export Your Client Unsubscribe Report

This article explains how to access the Client Unsubscribe report, which shows you which members have opted out of Email or SMS messages from your studio, and how to download it as a spreadsheet.

 

What is the Client Unsubscribe Report?

The Client Unsubscribe report is a list of members who have opted out of receiving SMS or Email messages from your studio. A member unsubscribes by replying STOP to one of your messages, or chooses to unsubscribe to an email, and after that, Loyalsnap automatically stops sending them communications.

This report gives you visibility into who's opted out, when it happened, and how many unsubscribes you've had over a given time period. You can also download the full list as a CSV file.

 

How to View Your Unsubscribe Report

  1. Go to Reporting in your Loyalsnap dashboard.
  2. Look for Unsubscribes in the reporting menu.
  3. Use the date range filter to select the time period you want to review.
  4. The report will show a list of members who opted out during that period, along with the date of their unsubscribe.
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How to Export the Report as a CSV

  1. Open the unsubscribe report (see steps above).
  2. Click the Export CSV button (or Download) at the top of the report.
  3. The file will download to your device as a .csv file that you can open in Excel, Google Sheets, or any spreadsheet app.
💡 Tip:

Run this report monthly to keep your contact lists in other tools (like your CRM or booking platform) in sync with your actual SMS opt-out list.

 

Troubleshooting / FAQs

Q: A member told me they replied STOP but they're still receiving messages. 

A: Clients can unsubscribe from transactional, which opts them out of all messaging. Or they can opt out of marketing, which just opts them out of Blasts. If they're still receiving messages, make sure they opted out of the right source.

Q: The unsubscribe report shows zero members for a period I know had opt-outs. 

A: Double-check your date range and make sure the selected window covers the period you're looking at. If the range is correct and the report is still empty, reach out Loyalsnap Support.

Q: Can I re-subscribe a member who unsubscribed? 

A: A member can re-subscribe by texting START to your studio's number or by writing into your email that they'd like to be opted back in. You cannot manually re-subscribe them on their behalf, they need to opt back in themselves.

Q: Does this report include WhatsApp opt-outs? 

A: The unsubscribe report covers SMS opt-outs. 

 

If you're still running into issues, reach out to your Loyalsnap rep or contact support@loyalsnap.com