Email Troubleshooting

• Why is My Email Going to Spam?

  Sender domain reputation, missing technical setup for sender authentication, sending to unengaged contacts, and sending to cold marketing lists are all common reasons email can be filtered out of the inbox and into spam. Issues with Sender Authentication SPF, DKIM, and an Envelope Domain are a part of Act-On’s technical requirements and should be in place before sending any email from your acco...

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• Why can't I find my sent email?

  Sent emails are here: Outbound > Sent Messages. If you can't find your sent message here, try clearing the checkbox Hide Messages to Specific People (top left): 'Messages to specific people' are emails that were not sent to any lists or segments, only specifically selected contacts. Other tools to find your sent message: Text search at the top left. Folders in the left menu. Sort at the top ...

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• Why didn't I receive my test email from Act-On?

  Test messages should come to your inbox within a few minutes. If you have not received your test message, follow these steps to find out why and solve the issue. Why this matters: Test emails don't disappear for no reason -- they bounce, get suppressed, or land in spam for a specific, diagnosable cause. Finding the actual reason means you fix the real problem instead of just resending and hopi...

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• Microsoft Outlook Email Rendering and Troubleshooting Guide

  Microsoft Outlook's desktop and web-based versions render and format email content differently than other popular email clients, which can create visible gaps between how a message looks in Outlook and how it looks everywhere else. The fixes below address the most common rendering issues our customers run into. Why this matters: Outlook still has a huge share of business inboxes. A message tha...

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• Error message: Cannot identify your address in your message

  If you are seeing the error 'Cannot Identify Your Address in Your Message Edit' on the Review tab of your message, this means that you are not using Act-On's system variables to display your corporate address. For CANSPAM compliance (details below), you must include your corporate address in your message. The Account.BIZ_ADDRESS personalization, used in the Default footer provided with your acc...

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• Managing Failed Email Messages

  Sometimes when you send an email, it will fail to send for some or all recipients. Read this guide to understand why this can happen, and what you can do if you want to resend the email. Failed Email Alert When an email fails to send, Act-On will send an alert to the Marketing user who created the message in Act-On when: There are 20 or more recipients in the email (after suppressions)AND More...

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• Fixing Test Emails That Were Not Delivered

  Sending test versions of your email messages before deployment is important to ensure quality. If test messages are not being delivered, there are some simple steps you can take that will resolve this issue in most cases. Go to Outbound > Test Messages or Sent Messages for regular emails. Hover over the email name & click Reports. Click Go To Full Report. Check the Total Sent or Not Sent/Suppr...

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• Email Launch Exceeds Account Send Limit for Marketing Network Accounts

  If your email launch fails with a message that reads "Launch exceeds account send limit," it means the managed account you're sending from doesn't have enough Active Contacts provisioned to cover the send. Here's how to check how many Active Contacts are assigned and increase that number if needed. Why this matters: Marketing Network accounts each have a set number of Active Contacts they're a...

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• Why is my email rendering differently in different environments?

  Different email clients and devices render emails differently — that's just how email works. The good news is there are a few concrete things you can do in Act-On to make your designs hold up well no matter where they're opened. Why this matters: An email that looks perfect in your test inbox can still show broken fonts, misaligned images, or unreadable text to a meaningful share of your list....

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