FAQ/Troubleshooting
How do I change the email template chosen for my campaign?
You started a campaign but then realize that you chose the wrong email template for its design. You can correct this issue easily in the the Setup step of the workflow. Follow these steps: Navigate to the Setup step of the campaign workflow. Scroll ...
Can I copy a sent campaign? | Delivra Air
Easily copy a previously sent campaign using the Clone option by following the steps below. You will clone campaigns from the Campaigns dashboard. Click the advanced search icon located in the search box to open additional search filters: Select ...
Can I upload HTML for my campaign design?
Yes. In the campaign creation process you have an option to upload your own HTML file that was designed outside of Delivra's system. Follow these easy steps: Start a new campaign, or edit an existing campaign. In the Setup step scroll to the Design ...
Can I remove Send Time Optimization scheduling from a currently active mailing?
You can negate Send Time Optimization by pausing the mailing and restarting it. Go into Analytics, Delivery statistics and click on the mailing ID. Click on Pause Mailing. You'll get this warning message. Click on Pause again The mailing will be ...
Can I stop a sent mailing from being delivered?
You notice a typo or non-working link in your email after you've already sent it. What can be done about it? In our system it is possible to pause the sending of a mailing, but timing is critical. Depending on why the mailing needs to be paused, it's ...
Why did my email send right away if I selected a time in the future?
When setting up a campaign, you selected the option to "Send all at the date and time specified", then set a date in the future as well as a time. But, the mailing sent now. Why did this happen? The most common cause of this issue is that the "Send ...
What does updated via BounceProcessor mean?
In the Audit Log that found on individual contact records you can view certain recent actions on the record in the system. One such action that is possible to be seen in the Audit Log would the the processing of an unsubscribe. In the "Updated Via" ...
Can I recall a sent campaign?
No, there is no way to undo the sending of a campaign or recall sent emails or unopened emails. No ESPs have the capability to pull back emails that have been sent. Depending on how severe the error is, you could send a second "Oops" email if the ...
Why am I seeing a Server Error in my preview screen?
In the campaign creation process, there may be times when your campaign displays correctly in the Design step but then you see an error in the Preview step. See the example error below: The typical cause for this error is an incomplete merge tag in ...
Does the URL of an image change when using CNAMEs?
The URL to the hosted image in your Delivra account technically remains editor.ne16.com. When CNAMEs are in place, the image URL will be masked in an external email with the domain specified for your account, meaning that the CNAME acts as a domain ...
Why don't my anchor links show up when viewing my email on my iPhone?
Anchor links are not supported on iPhone mobile devices. This is something controlled by Apple's iOS system and is like this across the board for every Email Service Provider. Though Apple products can be used to read emails sent through Delivra, we ...
Why is there a space between my merge tag and comma in my subject line?
You may want to use a contact's first name to give your email a more personal touch. While the merge tag used in the body of an email would be merge tag then comma, %%FirstName_%%, (read as 'Jane,') the merge tag used in the subject line has slightly ...
What does it mean when the sent log says "Message will be cross-post merged against these message IDs"?
A campaign can be set up to send to more than one segment or category. It is possible for the same contact to be a member of one or all of those segments or categories. When the campaign is sent the system will dedupe contacts that appear in multiple ...
Does Delivra support third party click tracker apps in campaigns?
We offer web site tracking capabilities such as Google Analytics and Clickstream. These integrations track the behavior of your email recipients for your sent campaigns. The data tracked is then sent back to Google Analytics (if in use) or to Delivra ...
What does the "Set a maximum number of random recipients" mean?
On the Contacts step of the Create a Campaign Workflow there is a blank box titled "Set a maximum number of random recipients" (seen below). You can use this setting to limit the amount of recipients receiving a campaign (as opposed to all contacts ...
Why does the preview page show all rows in my repeater group?
To properly test repeater groups, you should set up a campaign with the appropriate segment and use the Test function in the campaign process. Using the Preview step on a template or in a campaign will not provide accurate results. The preview page ...
Will deleting segments affect my ability to view past campaigns?
Deleting segments (and categories) will not prevent you from viewing sent campaign reports. In the event that you delete a segment, you are deleting the grouping of contacts, you are not deleting contact records or campaigns sent to the deleted ...
Can I fix a sent campaign with a broken link in it?
Incorrect or broken hyperlink You sent out a campaign and noticed afterwards that one or more of your links are misdirected or landing to a dead page. There is no way to edit a campaign once it is sent. If the links are of urgent importance (such as ...
How are out of office messages handled for sent campaigns?
The answer to this frequently asked question is not black and white because it all depends on the receiving email server. How an 'out of office' message is handled is based on how the receiving server is set up to reply. Some receiving servers choose ...