General FAQs

• Contacting Support

  When something's not working in Act-On, the fastest way to get help is Actonio, our AI-powered support bot — not a ticket queue. Why this matters: Actonio gets you a direct answer or the right help article immediately, and if you're logged in, it surfaces every contact option available to your organization without you having to hunt for the right form. Actonio is available at the bottom right ...

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• Act-On Product Release Schedule and FAQs

  Act-On updates the platform regularly with new features, enhancements, and bug fixes. Because that means brief service interruptions, it helps to know when those updates happen and what to expect during them. Why this matters: Knowing your region's release window means you can avoid scheduling sends, imports, or CRM syncs right as an update starts - and you won't be caught off guard by a brief...

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• Supported Browsers for Act-On

  Act-On is a web application, so the browser you use directly affects how reliably its features load and render. Using an unsupported or outdated browser can cause missing buttons, broken layouts, or features that fail to save without warning.For the best Act-On experience, use one of the following browsers & keep it updated to the latest version: Google Chrome Microsoft Edge Mozilla Firefox Mic...

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• What address is used for Act-On system alerts?

  By default, Act-On sends system alerts from alert@alerts.act-on.com. This includes messages like: Account activation. Form submission notifications. Alerts when an email send has failed. Alerts when we can't connect to your CRM connector. Other types of emails, such as the invitation email when you add a new user or links to downloadable reports, may be sent from other addresses.

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• GDPR Resources

  General Data Protection Regulation (GDPR) has been in force since May 2018, and it affects how you collect, use, and manage contact data in Act-On. Use the resources below to understand the legislation and see how Act-On's tools support your compliance work. Why this matters: GDPR compliance isn't a one-time checkbox — it touches your forms, your opt-in process, and how you handle erasure reque...

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• GDPR FAQs

  General Data Protection Regulation (GDPR) shapes how Act-On builds its platform and how you can use it to manage contact data. This FAQ covers the most common questions customers ask about Act-On's corporate structure, data handling practices, and compliance posture under GDPR. Why this matters: Your prospects and customers have specific rights under GDPR — to access their data, correct it, or ...

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• Understanding Active Contacts

  Your Act-On account is licensed for a monthly maximum number of Active Contacts. See your total in the Account box on the Act-On home page. How it works In a calendar month, the first message you send to a contact marks that contact as "active." No matter how many messages you send to that contact during the same calendar month, it still counts as only one Active Contact. Once your number of A...

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• How Can I Use JavaScript in Act-On?

  JavaScript works in Act-On, but not everywhere — some components block it outright for security and deliverability reasons, while others support it by design. Why this matters: If your custom script or tracking code silently disappears after you save, it's usually not a bug — it's Act-On stripping JavaScript from an area that doesn't support it. Knowing which areas do support it saves you from ...

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• How are Top 20 Search Terms determined?

  Want to know what people searched for right before they landed on your site? The Top 20 Search Terms table in the Website Visitors report (go to Reports > Website Visitors) shows exactly that - though, as you'll see below, it can only see part of the picture. Why this matters: Search term data only shows what it can see, and today that's almost entirely Bing-powered searches, since Google does...

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• What are Standard Field Names?

  Standard Field Names connect the contact fields Act-On needs (name, email, etc.) with the field names used in your lists & segments.The most important field in Act-On is Email Address. Depending on your list setup, this field could be named "email", "e-mail", "emailaddress1", or any number of variations. Standard Field Names tell Act-On where it should expect to find your contacts' email addres...

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• Right to Access Requests

  Comply with GDPR's Right to Access requirement by extracting data to share with a customer or prospect. If you receive a Right to Access request, follow this process.Use the Print All option on the Contact ReportOpen a contact's Contact Report. For example, Go to Audience Center > All Contacts & open the segment All Act-On Contacts. Find the contact you want (search is available at the top righ...

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• Why the location from an IP Address may be unreliable and what to do instead

  Act-On uses IP addresses to determine location through a third-party provider — but IP-based location is an estimate, not a fact, and it's becoming less reliable as more people work remotely.Why this matters: If you're using GEOIP data to assign sales territories or personalize content by region, an unreliable location can send a contact to the wrong rep or show them the wrong offer. Knowing th...

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• Supported Languages in Act-On

  Set your preferred language for Act-On. At the top right, click your name & in the menu that appears, there is a drop-down to select one of the following supported languages: English Spanish Arabic Danish French Hebrew Japanese Russian Portuguese Dutch Swedish Italian Chinese German Polish Turkish This setting only updates the text of the Act-On interface. To write and edit content in various l...

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• Generating HAR Files for Troubleshooting

  Support may ask you to record a HAR file when troubleshooting your issue. When you report an issue, Support may occasionally need additional information about the network requests generated in your browser, & therefore will ask you to record a HAR file (a log of network requests) while the issue occurs. Here's how to do this:Generate HAR File in Chrome Open Chrome and go to the page where the i...

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