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?
• 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?

Check that the list is in the correct file format (.csv or .txt)

Check that column headings do not start with a number

Remove any special characters (i.e %,!,;,*)

Save as a CSV.

 

If this fails, please send the problem list along with a description and the client/campaign name to support@extravision.com
• 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 ?