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 r...

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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. First, check the Sent Message report for details on your test message to make sure it was sent by Act-On. Go to Outbound > Test Messages, hover over your email, and click Report. If your message failed due to a bounce, suppression, or ...

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• Microsoft Outlook Email Rendering and Troubleshooting Guide

  Microsoft Outlook desktop & web-based versions render & format email content differently than other popular email clients. These variations can introduce discrepancies in the way messages are viewed between email clients. The tips below may help resolve these issues. White Lines Issue: Seemingly random white lines are added to email designs (& black lines in dark mode). If this issue occurs wit...

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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 you receive an email that states "Launch exceeds account send limit" email, see how many Active Contacts are provisioned. Go to Marketing Network > Account Management > Accounts tab. Find the account you want & if its number of Active Contacts is lower than the expected List send, hover over the account & from the  More actions menu, click Assign active contacts: Edit the number of Activ...

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• Why is my email rendering differently in different environments?

  The simple answer is that different clients and devices will render emails differently. There are a few things you can do within Act-On to best set yourself up for success. Fonts Render Differently  It is important to know that certain devices, email clients, and operating systems render typefaces differently. A specific typeface may work well on a Windows PC but show up awkwardly on a Mac. The...

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