A cleaned profile isn't permanent. It comes back automatically when the number shows it works, and you can restore profiles yourself. You can also send a single broadcast to soft bounce profiles without restoring them. In mCommons, restoring a profile is also called uncleaning it.
Automatic restore
You don't need to do anything when a cleaned number starts working again. mCommons restores the profile when:
- The subscriber texts you, for example a keyword or a reply.
- A message to them is delivered. For soft bounce profiles, this can be a broadcast sent with Include Cleaned Profiles.
A restored profile is treated like any other profile. If a later message to it fails again, it can be cleaned again. Failures from before the restore don't count.
Restore one profile
- Open the profile.
- Click Actions, then click Unclean.
- Confirm. The message warns that the profile will be eligible for message delivery.
Only users with edit access can restore a single profile.
Restore several profiles
- Go to Home > Cleaned Profiles.
- Check the box next to each profile you want to restore. To select every profile on the page, check the box in the header row.
- Click the restore icon next to the search box. The icon stays unavailable until you check at least one box.
- In the Are you sure? window, click YES, RESTORE (or YES, RESTORE IT for one profile).
You can restore up to 45 profiles at a time, one page of results. Each restore is recorded in your account's audit log.
Restore more than 45 profiles
To restore a large group at once, contact Mobile Commons Support. Tell them which profiles to restore, for example everything cleaned in a date range.
Send to soft bounce profiles without restoring them
You can include soft bounce profiles in a single broadcast:
- On the broadcast's targeting step, check Include Cleaned Profiles.
- Finish setting up the broadcast. The review step shows Includes Cleaned Profiles (Soft Bounce).
This works for regular and A/B test broadcasts. It only adds profiles cleaned for soft bounces. Hard bounce profiles are never included. If the message is delivered to a profile, that profile is restored. If it fails, the profile stays cleaned.
Before you restore a hard bounce profile
A hard bounce means the carrier reported a permanent failure. Restoring the profile doesn't fix the number, so your next message to it will probably fail and the profile will be cleaned again.
Take extra care with a profile cleaned because the subscriber blocked your short code (error code 573). That person chose to stop receiving your messages, so don't restore them. See List Cleaning Error Codes.
What restoring doesn't do
- It doesn't undo an opt-out. A subscriber who opted out stays opted out.
- It doesn't subscribe the profile to any campaign.
- It doesn't fix the number. If the number still can't receive messages, the profile will be cleaned again.
While a profile is cleaned
- You can't add it to a campaign by hand. You'll see a message that the profile is cleaned. Restore it first.
- Sending to it through the API returns error 46: "The Profile associated to the phone has been cleaned for this company."
FAQ
I restored a profile, but it's still on the Cleaned Profiles page.
Open the profile. If the CLEANED label is gone, the restore worked. The Cleaned Profiles page can take longer to update. See Understanding Cleaned Profile Counts.
Does turning off list cleaning restore my profiles?
No. Turning it off stops new cleaning, but cleaned profiles stay out of broadcasts until they're restored.