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Dec 20, 2021 at 12:23 PM

SAP Marketing Cloud: Double opt-in confirmations not sent out

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Since a few days we are encountering issues with the sendout of email opt-in confirmations. The permission call is created like this:

PUT MarketingPermissions(ContactID='any@web.de',ContactOrigin='SAP_HYBRIS_CONSUMER',ContactPermissionID='any@web.de',ContactPermissionOrigin='EMAIL',MarketingArea='DE',CommunicationMedium='EMAIL') HTTP/1.1
Sap-Cuan-RequestTimestamp: '2021-12-20T10:43:56'
Content-Type: application/json

{
"CommunicationMedium": "EMAIL", 
"ContactID": "any@web.de", 
"ContactOrigin": "SAP_HYBRIS_CONSUMER", 
"ContactPermissionID": "any@web.de", 
"ContactPermissionOrigin": "EMAIL", 
"MarketingArea": "DE", 
"PermissionUTCDateTime": "2021-12-20T10:45:50", 
"PermissionGranted": "Y", 
"IsConfirmationRequired": true,
"PermissionNoteText": "Pre Opt-In ..."
}

The timestamp is always a very current one. E.g.

Creation Timestamp 12/20/2021, 12:02:42
Interaction Timestamp 12/20/2021, 12:02:30

I am aware that the double opt-in process does only consider interactions of probably the last minute or so. The confirmation mail is maintained:

confirmation-mail.png

However, only the interaction is logged but there is no further processing of the double opt-in. There is neither a outbound email or a failed one (if email not on whitelist) created.

pre-opt-in-interaction.png

In the application log you also see that the interaction is successfully created, but the marketing orchestrations that collect the pre opt-ins do not consider the newly created one:

application-log.png

Sorry for the bad quality of the picture. And the timestamp may differ a little bit to the prior ones since this screenshot was copied from another example.

I already created a ticket for SAP but maybe we can find out the reason earlier...

What I already checked:

  • The confirmation mail is maintained for the global marketing area and the contact as well as the permission from marketing area DE. However, this should still work as described here. Marketing areas are activated for campaign execution in our system.
  • I was maybe thinking that there is an issue with the timestamp so I created a double opt-in landing page as well. I added the email address to it (used for identification in our system), confirmed it and the pre opt-in was shown in the contact profile. However, there was no further processing. So I don't think that there is an issue with the timestamps.
  • I also recreated the confirmation mail but this did not change anything.

I also do not understand why this is happening lately... Before it worked. I only changed the name of the confirmation mail (added the [...] prefix). But I would be surprised if this is a reason why the processing does not work...

So did you maybe encounter similar issues in the past? What was the reason for that?

Thank you!

Attachments

application-log.png (262.1 kB)