COMPLETE PROCESS FULLY WITHOUT SALESFORCE SUPPORT


  1. Create an importable CSV list of Pardot contacts (prospects) with their associated IDs and emails.
  2. Copy the Email column and add a change to all of them using a concatenate function
    • Example in Excel:  =CONCAT(B5,"+1")
  3. Save the CSV.
  4. Use the Pardot import utility to change the email addresses to the new concatenated version. This will clear the Do Not Email field.
    1. Do not add to a list or overwrite any other data.
  5. Use the Pardot import utility again to change the email addresses back to the original version.

The list of contacts should now all have Do Not Email cleared.

STEPS TO COMPLETE WITH SALESFORCE SUPPORT


The following instructions were provided by Pardot/Salesforce support related to ticket #6240869.

  1. Put all prospects needing to be updated on a static list in Pardot (Please make sure that the list contains only the prospects that exhibit this bot behavior.)*
  2. Unverify (pause) the Salesforce.com connector in Pardot (link) - it will need to stay unverified through this entire process.
  3. In Salesforce, use the Dataloader or Data Import Wizard to clear the HasOptedOutofEmail field on the matching leads/contacts. Remember: leave the connector unverified!
  4. When you are finished, let Salesforce support know - they will then run in the update process in Pardot
  5. When the opt in finishes, Salesforce support let you know and you can reverify the Salesforce connector and check a few records by manually syncing them to ensure they remain opted in.
*Here are the determinants for which emails can be added back in:

  • Emails cannot be unsubscribed
  • We can only include opt-in prospects that bounced less than one year ago
  • We can only include opt-in prospects that bounced for some identifiable issue that has been resolved, (ie. SPF/DKIM issues, content issues)