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Problem

When sending an Email campaign during testing, the message “Users removed due to Encryption/Decryption failure” is received. Even though encryption is enabled for one attribute, it is not utilized in the campaign.

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Solution

  • This error indicates an issue with how personally identifiable information (PII) is being handled in your campaign.
  • This can occur even if you have enabled the PII Encryption feature (Encrypt attribute toggle) for your workspace.
  • You should pass the email data in an encrypted format to ensure the expected behavior of the PII Encryption feature.
  • Enabling the PII Encryption feature (Encrypt attribute toggle) will automatically encrypt future email data, preventing this issue.
    PII data will be encrypted using server-to-server (S2S), SDK, and user import version 2. However, the user import version 1 is not supported for this purpose.