Why Does Encryption or Decryption Fail in Email Campaigns?

Fix encryption or decryption failure errors in MoEngage email campaigns by passing email data in the correct encrypted format for PII protection.

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.

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.