> For the complete documentation index, see [llms.txt](https://support.referralhero.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.referralhero.com/campaign-management/subscribers/subscriber-profile/unsubscribers.md).

# Unsubscribers

Subscribers can unsubscribe from receiving messages via email or SMS. This page explains how the unsubscribe fields work in subscriber profiles, how subscribers can opt out, and how admins can manage or track these changes.

### Default Subscription Status

By default, when a subscriber is added, they are opted in to both email and SMS. In the subscriber profile, this is shown as:

* Email Unsubscribed: No
* SMS Unsubscribed: No

<figure><img src="/files/zvba4ulRimfQBbZFt35I" alt="" width="375"><figcaption></figcaption></figure>

### How Subscribers Unsubscribe

* **Email:** All automated emails include an unsubscribe link. Clicking the link updates the subscriber’s profile to **Email Unsubscribed: Yes**
* **SMS:** Subscribers can unsubscribe from SMS by replying **“STOP”** to the number they receive messages from. This updates the profile to **SMS Unsubscribed: Yes**

Once unsubscribed, messages for that channel stop sending. The other channel (if still subscribed) continues to send normally.

{% hint style="success" %}
**NOTE:** Unsubscribe status does not affect **reward** emails or SMS automations. These continue to send regardless of whether a subscriber is unsubscribed from email or SMS.
{% endhint %}

### How Admins Can Manage Unsubscribes

Admins can update unsubscribe fields in two ways:

1. **Via the subscriber profile**
   * In the Campaign Info section, click the three-dot menu and select **Edit info**
   * In the **Edit Subscriber Info** popup, update the **Email Unsubscribed** or **SMS Unsubscribed** field
2. **Via Zapier**
   * Use the **Update Subscriber** action to update the unsubscribe fields on a subscriber profile

<figure><img src="/files/wapWEWTLSoDUrG7xb8rF" alt=""><figcaption></figcaption></figure>

**Behavior:**

* Changing **No → Yes:** Works as expected; messages stop for that channel.
* Changing **Yes → No (Email):** Re-subscribes successfully; email sending resumes.
* Changing **Yes → No (SMS):** Returns the error:\
  \&#xNAN;*“SMS unsubscribed cannot be changed back to subscribed. Recipient must opt-in via SMS.”*

{% hint style="warning" %}
**IMPORTANT:** Admins cannot re-subscribe a phone number once it has unsubscribed. The only way to re-subscribe is for the subscriber to reply **“START”** via SMS. This restriction is required by law.
{% endhint %}

<figure><img src="/files/D19mJASO4T9VSBtroAIO" alt=""><figcaption></figcaption></figure>

### Notifications via Webhooks

You can receive notifications when unsubscribe status changes by using the **Subscriber updated** webhook.

1. Go to Campaign Builder > Integrations > Webhooks, then click **Add new webhook**
2. In the **Edit Webhook** popup, toggle on **Subscriber updated** as the trigger

<figure><img src="/files/D0JPDPTcrIKbYqzcvs1h" alt=""><figcaption></figcaption></figure>

3. Click **Select fields** to choose which fields should trigger the webhook, then save

<figure><img src="/files/BlgkNUe1T68tK9Tn1Gv3" alt=""><figcaption></figcaption></figure>


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