Why are some contacts not receiving my marketing emails? (sunset policy)

If your project has the sunset policy turned on, Pushwoosh skips marketing emails to contacts who haven't opened or clicked your emails for the period you set.

How it works:

• The policy is set per project and is off by default. Check it in Settings → Configure Platforms → Platform settings (Emails row) → Sunset policy card.
• You choose what counts as activity (Click or open, Click, or Open) and the period: 30, 90, 180 (default), 365, or 730 days.
• For a contact who has never opened or clicked, the period starts from the date the contact was added.
• It applies to marketing emails sent as one-time messages, from journeys, and through the API. Transactional emails ignore it.
• Skipped contacts are not unsubscribed and their tags don't change. In email statistics they appear as Excluded: sunset policy and aren't counted in Sent or Delivered.

To reach inactive contacts anyway, turn on Ignore sunset policy in the one-time email or in the journey Email element (the switch appears only when the policy is on and the email is marketing). A contact becomes active again after opening or clicking such an email. Turning the policy off sends marketing emails to all subscribed contacts again.

Learn more: Turn on the sunset policy, Stop marketing emails to inactive contacts