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May 8 - How to View Known Bad Contacts and Verify Suspected Bad Contacts

Situation overview:
As you may know, last week we identified that your Infusionsoft app contained contacts that were created by malicious, automated robots (bots) targeting major email service and marketing automation providers. When the bots submitted invalid web forms (a form submitted by someone other than the owner of the email address), it resulted in unsolicited emails being sent to these contacts from your account. This could have a negative impact on email deliverability for all Infusionsoft customers, including you, which is why we are writing you today.

What steps are we taking to protect email deliverability for you and all Infusionsoft users?

  • Monday, May 8: Today at 9am PDT, we began opting out the known bad contacts we identified in your app, preventing any further communication to these emails.
  • Tuesday, May 16: Beginning at 9am PDT, we will start opting out suspected bad contacts to protect email deliverability to all valid contacts. If you don't want any suspected bad contacts opted out automatically, please take the steps below to verify if they are good or bad contacts.
  • We have taken great care to ensure your valid contacts have not been selected. For example, we identified those email addresses that had made purchases, double opted-in, opened emails, or clicked links in emails from your application. None of these email addresses were included in the groups designated as, "known bad" or "suspected bad" contacts.

What is a known bad contact?
We designate a contact as “known bad” if the first and last names are clearly not valid names.

What is a suspected bad contact?
We designate a contact as “suspected bad” if the contact was submitted from a suspect IP address or the same email address was submitted to a number of different apps using different names.

How do I find the known bad contacts you are opting out?
Tuesday, May 9: Beginning at 9am PDT, you can find the known bad contacts we opted out by performing the following steps in your app. To find SYSTEM - Invalid Contact records, run the following contact search:

  1. Navigate to CRM -> Contacts. (If previous search results display, press the New Search button)




     
  2. Find the Tags  criteria section. And choose With ANY of these Tags from the drop down and then search for the tag SYSTEM - Invalid Contact


     
  3. Press the green Search button to get results


     
  4. If desired, you can delete these contacts from your database. These contacts should not be re-opted in as any further marketing to them would be unsolicited email

How do I find the suspected bad contacts you are opting out?
Tuesday, May 9: Beginning at 9am PDT, you can find the suspected bad contacts we opted out by performing a contact search in your app. If you don’t want any suspected bad contacts opted out automatically, please take these steps to verify if they are good or bad contacts. To find  SYSTEM - Suspected Invalid Contact contacts, please review and remove tag if wrongly identified:

  1. Navigate to CRM -> Contacts. (If previous search results display, press the New Search button)




     
  2. Find the Tags criteria section. Choose With ANY of these Tags from the drop down and then search for the tag SYSTEM - Suspected Invalid Contact


     
  3. Press the green Search button to get results


     
  4. Please review and remove tag if wrongly identified

 

Please verify the suspected bad contacts no later than Monday, May 15, at 9am PDT.

If you have additional questions about this change, please submit an online support case and enter the following in the “trying to accomplish” field, Webform Bot Submissions.  Instructions on how to submit a support case can be found here.

We sincerely apologize if this situation has hurt your ability to connect with your leads and customers. Our Operations and Engineering teams are working hard to resolve this issue for you as quickly as possible, and we implemented security measures to reduce the likelihood of this occurring in the future.

Thank you,
The Infusionsoft Team