General FAQs

• Contacting Support

  The easiest way is to use Actonio, our AI-powered support bot. Actonio is available at the bottom right of your screen:You can ask questions, get direct answers, find help articles, and it’s the best way to access all of the support options available to your organization.Simply click Actonio and type your question. Follow the prompts to connect with the support team. If you are logged in, all a...

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• Act-On Product Release Schedule and FAQs

  We regularly update the Act-On platform with new features, system enhancements, and bug fixes. The platform and your public content may be unavailable for brief periods during maintenance windows. Release Schedule Timing varies by the region where your account is hosted. Region Act-On Hosts Release North America aorpci Wednesday, 8:00pm PT(Daylight Saving observed) Europe adepci1-4, ...

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• Supported Browsers for Act-On

  For the best Act-On experience, use one of the following browsers & update it to the latest version: Google Chrome Microsoft Edge Mozilla Firefox Microsoft Internet Explorer is no longer supported.Additional Browser Recommendations for CRM IntegrationsIf you use Act-On integrated with your CRM, see our article here for additional browser settings & preferences recommendations.

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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. Here are some resources to help understand the legislation: Act-On Product Solutions Beacon Tracker overview Integrating a Tag Manager and Cookie Consent Provider Campaign Playbook: Double Opt-In The Erase Contact Tool GDPR Guides FAQs Using Act-On to Manage Consent GDPR preparation checklist

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• GDPR FAQs

  Here are answers to common questions about how General Data Protection Regulation (GDPR) affects Act-On and its customers.Corporate InformationIs Act-On a US corporation?Yes. Act-On is incorporated under the laws of the State of Delaware. Act-On is headquartered in Portland, Oregon.Does Act-On host customer data within the United States?Yes. Act-On primarily hosts customer data in the US, with ...

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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 is supported within Act-On, but is restricted in some components of the application. JavaScript is never permitted in email messages and will be automatically removed by Act-On if detected in an email being sent out. Many recipient email clients or email security appliances will remove JavaScript automatically from incoming mail, or not deliver/blocklist any mail containing JavaScr...

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• How are Top 20 Search Terms determined?

  The Website Visitors report (go to Reports > Website Visitors) provides the Top 20 search terms.What we do track under Top 20 Search TermsReferring URLs containing query parametersExample: https://www.bing.com/search?q=act-onToday, this is primarily from searches powered by Bing. This includes searches originating from Bing properties as well as from syndicated sites (Yahoo, AOL, etc.).What we ...

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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. IP addresses are not a perfect means to identify a physical location, but some services can provide accurate locations by aggregating different data points: Autonomous System Numbers (ASN) assigned by the Internet Assigned Numbers Authority (IANA) IP hierarchies from a Regional Internet Registry (RIR), National Inte...

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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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