Getting Started

• What do I have to do to start sending emails ?
• Is training available ?
• How can I get new login details for my colleagues?
• Do I need to install any software ?
• I need advice on my campaign strategy – can you help ?
• I’d like to review my campaigns and results – who can I talk to ?
• I would like assistance in creating an HTML template

Pricing

• How much does it cost ?
• Does it cost me to create an account ?
• Do I need to pay up front ?
• How much does it cost for support ?
• Do I have to signup to a contract ?

General

• Why are replies from previous campaigns getting mixed up with a recent campaign?
• What is a soft bounce ?
• What is a hard bounce ?

Creating HTML

• Basics
• Looking at the HTML code. What are tags?
• Advanced - Optimising HTML for an email/newsletter
• Strange characters are appearing in my copy
• Using styles sheets in HTML emails

Images

• How do I add an image to my HTML email?
• There’s a blue border showing around my image, how do I remove it?
• Why are images not showing in the message preview tab?
This will be due to a problem with the URL (location of the file on a server) - is incorrect. i.e. “../images/header.gif” instead of http://www.youraccount.exvn.com/images/header.gif.
 
A common problem is that your image worked when previewed on your machine but not in the message preview. This means it is stored locally, please make sure it has been uploaded and the correct URL has been used.
• Why are images showing in the message preview tab but not when I send a test?

Forms

• Why are my forms not pre-populating?
• Why is my forward to a friend not working?
• Can I create my own forms and still make use of reporting?
• Can I create online surveys and still make use of reporting?
• Does messenger support polls, if so how do I add one?

Tracking

• Why are some of the links I’m tracking failing?
• I’ve tracked a link but clicks don’t seem to be registering.
• Why do I get the below error message when I try and send a test message?
• How can I track identical links separately?
• How do I track a custom link?
• How do I track the pages in a microsite I have created ?

Test Messages

• ‘There are no messages to send. Records already submitted’
• Why am I not receiving test messages?

Plain text emails

• Why are my links breaking in a plain text message?
• Will the Forward to a Friend feature work in a plain text message?
• Why is '>' appearing in my plain text message and why can't I get rid of it?

Mailing Lists

• Why is my list failing when I try to upload it?
• If someone’s email address appears in a list more than once, will they receive multiple messages?
• How does de-duping work and why have some of my contacts disappeared?
• My list has been cut off in Excel, what is the max row limit for CSV files?

Personalisation

• What will happen if I use [#DEAR_Cname] and there is no firstname for a particular contact?
• What happens if Firstname and Surname are in the same field?
• Can custom personalisations be left blank?
• What is the maximum length allowed for custom fields?
• I’ve changed my list and custom links have stopped working, what do I do?
• Why are the names and emails not matching up?
• Further Tips
• What happens if I have more than 5 custom fields I need to personalise in the message ?