Share/Save/Bookmark

Got questions? We've got answers!

Start typing in the field below and we'll search for similar questions.

Email Rendering

use using utilize utilizing develop developer developing tool code coding alter base basing analysis support resolve resolving interpretation generate generating render renderability provide providing submit determine determining solve solving

Why should I use Email on Acid?

Did you know that every email client displays HTML emails differently? With Email on Acid you can see EXACTLY how your emails will look in 70+ email clients and mobile devices so you can fix any rendering issues BEFORE you send.

Not only do we generate the fastest results in the industry but we also offer SPAM filter checks, analytics and Mozify.

Last, but not least, since 2008 we've documented tons of quirky nuances that might be encountered when developing your HTML email. Details and work-a-round solutions are provided for each individual client, all from within your test result window!

pay credit include including preview test spam get receive receiving encompass comprise comprising incorporate incorporating support clients code coding analysis breakdown check result validate validation validating confirm confirmation generate generating create produce producing contain one buy cost send service servicing

What do I get for ONE pay-as-you-go credit?

One test credit includes the following:

  1. A preview of your email in each of our supported clients
  2. Code analysis for each client
  3. SPAM filter testing
  4. Send results to a friend
  5. Embedded CSS to inline code conversion
  6. Generate text version
  7. Code validation
  8. Email client tips & tricks

*Your test will remain in your archive for up to 3 months.

*You must make your email client selections when you run your test, you will not be able to change those later.

*If you want to run a SPAM filter test, you must include the "from" address when initiating your test.

ate took use stole interrupt stop work close closing connect connection stall disconnect accident accidently browser issue internet archive archiving complete completing result re-run another credit second test one system program interruption interrupt difficult difficluty process processing refund clear cache caching buggy

I think your system ate one of my credits.

First, try checking your archive.  Even if there was an interruption such as accidently closing the browser window, an issue with your internet connection, or a stalled result due to a third party email client, you can always check back to your archive for the completed test results.

If you are using the "Re-run" feature on the top right of the test result interface, this will use up another credit.  That feature is designed to let you run a second test quickly, without having to reselect your email clients.

If you have an email that is really long (over 40 inches in height), sometimes our system will have difficulty processing your request.  Again, check your archive and if you don't get the results eventually please contact us so that we can refund your credit.  Unfortunately, in those circumstances, you might have to break your email up into two parts and send two tests.

If none of these situations pertain to you and our system is acting buggy, try clearing your browser cache and re-running your test from the archive.  If that doesn't work, try it from another browser and if that still doesn't work, by all means, reach out to us so we can look into it.

change changing code coding second test use using credit another new option exit re-run run one initial initialize initializing start doctype spam analysis result interface design reselect select email preview client alter

If I make a change to my code and run a second test, do I have to use another credit?

The simple answer to this question is yes, each time you run a new test, it requires one credit.

However, when you initialize your test, we run it through our code validation.  This will report back any critical errors based on the DOCTYPE you have used.  When you receive this initial list of errors, you have the option of exiting out of the test and saving your credit or proceeding with the email preview and SPAM analysis.

If you are using the "Re-run" feature on the top right of the test result interface, this will use up another credit. That feature is designed to let you run a second test quickly, without having to reselect your email clients.

mozify beta mosaic mozify. mozify! test access account release image preview block

How can I access Mozify?

As of Friday, Jan 18, 2013 Mozify 1.0 is availible to each of our Unlimited members.  Were you a paid subscriber before 1/18/13?  If so, you're in luck: we've grandfathered you in and you should have full access to Mozify.

email acid render renderability work function code coding simulation simulate analyze generate generating preview process technology technologies interpret operate operating manage managing perform performance

How does your email testing work?

We send your email through each email client application and parse together a screen capture of the final result. Using this technique, your email is sent to each individual email client as soon as you submit an email for testing. From there, test results will return in the order that they are received and processed.

Screen captures are displayed as one, large, JPG image so you will not be able to click on or test outside links nor can you preview animated gif images.

We do not use code-based simulations.

email render discrepancy discrepancies code coding analysis generate generating different difference conflict desire desirable undesirable undesired attribute attributing report usage result contradiction disparity variance perform performance preview view test

What is a discrepancy?

We use the term "discrepancy" te refer to inconsistencies between our screenshots and how the email appears in your (or any recipient's) inbox. If you see a discrepancy, we want to hear about it!

For that reason, we have included a "Report a Discrepancy" feature in our user interface. When using this feature, there is no need to re-submit your code or URL because we will include your email in the support ticket.  To report a discrepancy, simply open your test result (either from your dashboard or archive), then mouse over the "Help Center" tab and select "Report a Discrepancy."

support client web base application server browser verify validate validating verify verifing authenticate authenticating gmail aol yahoo outlook live windows mail apple mac entourage thunderbird lotus notes

What email clients do you support?

We currently support the following 39 email clients.

Web Based:

AOL, Gmail, Office 365, Outlook.com, Yahoo, BOL.uol.com.br, Comcast, Earthlink, Freenet.de, GMX.de, Libero.it, Mail.ru, Orange.fr, SFR.fr, and T-Online.de.

Desktop Applications:

Apple (Mac) Mail 6, Apple (Mac) Mail 7, Live Mail, Lotus Notes 6.5, 7.0, 8.0, and 8.5, Outlook 2003, Outlook 2007, Outlook 2010, Outlook 2013, Windows Mail, and Thunderbird 13.

Mobile Devices:

Android 2.3, Android 4, BlackBerry 8800, Blackberry 9930, Gmail App (iOS7) iPad 2, iPad Mini, iPhone 4s (iOS6), iPhone 5 (iOS6.1), iPhone 5s (iOS7), and KindleFire 2.3.

system accept url block take taking use using exact resolve resolving issue special particular character unicode symbol

Your system is not accepting my URL.

You might be using a particular character in your URL string that our system is blocking.  Please contact us with the exact URL you are attempting to use so that we can resolve the issue quickly.

blackberry plain text preview view version curve series email client device support html release releasing exact date email include including

Why is the Blackberry preview showing a plain text version of my email?

The Blackberry 8800 series only supports plain text. The BlasckBerry 9930 should give you a graphic rendering of your email.

web client overlap gmail yahoo aol

Why does my email seem to be overlapping the right column?

On wide emails, you may occasionally see an email that looks like it is hanging off the right side of the frame. In our web client previews (Yahoo! Mail, Outlook.com, AOL Mail, Gmail, etc), we intentionally modify the client's styles to allow your entire email to be visible even if it is wider than the viewing pane. We do this because we can't account for all of the possible email widths that may come through our system. No, this is not exactly what it would look like in the live client, but it enables you to see the whole email, as well as how much of the email would require horizontal scrolling to view. The part of your email that overlaps the right column would not normally be visible in a browser window of that width.

Billing and Payment

pay credit include including preview test spam get receive receiving encompass comprise comprising incorporate incorporating support clients code coding analysis breakdown check result validate validation validating confirm confirmation generate generating create produce producing contain one buy cost send service servicing

What do I get for ONE pay-as-you-go credit?

One test credit includes the following:

  1. A preview of your email in each of our supported clients
  2. Code analysis for each client
  3. SPAM filter testing
  4. Send results to a friend
  5. Embedded CSS to inline code conversion
  6. Generate text version
  7. Code validation
  8. Email client tips & tricks

*Your test will remain in your archive for up to 3 months.

*You must make your email client selections when you run your test, you will not be able to change those later.

*If you want to run a SPAM filter test, you must include the "from" address when initiating your test.

ate took use stole interrupt stop work close closing connect connection stall disconnect accident accidently browser issue internet archive archiving complete completing result re-run another credit second test one system program interruption interrupt difficult difficluty process processing refund clear cache caching buggy

I think your system ate one of my credits.

First, try checking your archive.  Even if there was an interruption such as accidently closing the browser window, an issue with your internet connection, or a stalled result due to a third party email client, you can always check back to your archive for the completed test results.

If you are using the "Re-run" feature on the top right of the test result interface, this will use up another credit.  That feature is designed to let you run a second test quickly, without having to reselect your email clients.

If you have an email that is really long (over 40 inches in height), sometimes our system will have difficulty processing your request.  Again, check your archive and if you don't get the results eventually please contact us so that we can refund your credit.  Unfortunately, in those circumstances, you might have to break your email up into two parts and send two tests.

If none of these situations pertain to you and our system is acting buggy, try clearing your browser cache and re-running your test from the archive.  If that doesn't work, try it from another browser and if that still doesn't work, by all means, reach out to us so we can look into it.

change changing code coding second test use using credit another new option exit re-run run one initial initialize initializing start doctype spam analysis result interface design reselect select email preview client alter

If I make a change to my code and run a second test, do I have to use another credit?

The simple answer to this question is yes, each time you run a new test, it requires one credit.

However, when you initialize your test, we run it through our code validation.  This will report back any critical errors based on the DOCTYPE you have used.  When you receive this initial list of errors, you have the option of exiting out of the test and saving your credit or proceeding with the email preview and SPAM analysis.

If you are using the "Re-run" feature on the top right of the test result interface, this will use up another credit. That feature is designed to let you run a second test quickly, without having to reselect your email clients.

cancel subscription terminate terminating unsubscribe unsubscribing payment cancellation end renew discontinue discontinuing stop initiate initiating preview refund dashboard close closing account active activating deactivate deactivating use using service

How do I cancel my subscription?

You can cancel your subscription at any time. 

We prefer that you initiate the cancellation so you can preview the possible refund that will be given.

To do so, simply log-in to your account and click the "Account > Profile" link in the upper left corner of your member Dashboard. Then click "Unsubscribe," located just below the subscription details on your profile page. Please check the appropriate cancellation reason in the list given before you submit your request.

We hope that you visit us again for any future email testing!

price pricing payment change changing increase increasing subscribe subscribing subscription member membership purchase purchasing term renew based basing future

What happens when you change your pricing?

If we change our pricing, it will only affect future purchases. 

In other words, if you have a subscription your payment will not change no matter what term you have signed up for and it will auto-renew without an increase in price. However, if you want to sign-up for a new subscription or switch to a different subscription term the cost will be based on our new pricing model. If you cancel your account or if your account gets canceled due to a failed re-occurring membership charge, you will be subject to the new pricing if you choose to sign up again.  

The same thing goes for pre-purchased credits.  The new pricing only applies to new credit purchases.

credit card change changing edit payment profile information subscription american express master mastercard visa number switch different dashboard membership bill update updating expire expiring switch

Can I change my credit card on file?

Yes, you certainly can.

To do so, login and you will find your subscription details at the top left of the member dashboard.  Click on the link that says "Edit Payment Profile" and follow the steps to change your payment information.

If you signed up before we changed our pricing and your account gets canceled due to a failed re-occurring membership charge, you will be subject to the new pricing structure.

payment credit card check american express discover mastercard master visa paypal purchase purchasing option pay form kind type take only option

What form of payment will you accept?

We currently accept American Express, Discover, MasterCard, and Visa. 

If you are purchasing Pay-as-you-go credits, you also have the option of paying through PayPal merchant services.

Up-front payments by check are accepted for special instances; please contact us if this is your only option.

auto payment bank credit card accept major pay instead american express visa master card union

Can I set up an auto payment from my bank vs. using a credit card?

We are very sorry, at this time we only accept major credit cards.

receipt print account transaction purchase record history copy copies invoice

I need to print a receipt for a purchase, where can I do that?

You can print out past receipts from our website. Just log into your account and at the bottom of the "Dashboard," you will find your purchase history.

Receipts are also sent out via email as soon as each transaction occurs.

 

change changing subscribe subscription term alter modify modification revise revision revising renew current account purchase purchasing option convert membership

How do I change the term of my subscription?

You can change your subscription at any time.

To do so, simply log-in to your account and click the "Account > Profile" link in the upper left corner of your member Dashboard. Then click "Change Subscription," located just below the subscription details on your profile page. From the next screen, you'll be able to select a new term and/or plan.

explain refund term subscription plan depend test number membership cancel subscribe subscribing unsubscribe unsubscribing amount price test greater detail pro-rate clairfy describe

Please explain your refund terms in greater detail.

You are entitled to a pro-rated refund of a subscription plan depending on the number of tests that were run and the time that has elapsed in your term (month or year).

For example, let's say you signed up for All Access ($70/month) and your membership term started on the 1st of the month, and you ran two tests. If you notified us that you want to cancel your subscription on the 20th day of the month, we would pro-rate the cost of the subscription (20/30 days, or 66%) and then subtract the cost of the 2 tests ($10.00 each) from the refund amount. 66% of the subscription amount would be $46.20, and the two tests are $20. You would get a refund of $3.80. (46.20+20=$66.20 used. $70-$66.20=$3.80 refunded.)

As another example, let's say you you purchased a yearly "The Basics" subscription ($378/year), ran about 50 tests ($10.00 each), and decided to cancel the subscription after 3 months. Your refund depends on how long the subscription was active and how many tests were processed during the term. The price of tests run (50*$10 = $500) is more than the yearly subscription price of $378, so you would not get a refund.

Analytics campaigns cost the same as 5 testing credits, or $50, for every campaign that is activated. Campaigns can be created and tested without incurring this charge.

confirm confirmation cancel cancellation subscription unsubscribe unsubscribing unable valid validate validation change changing account close open receive

How can I confirm that my cancellation went through?

When you cancel your subscription you should no longer see your subscription details in the upper left corner of your dashboard.  Instead you will see options to purchase pay-as-you-go credits or sign up for a subscription.

If you are unable to cancel because the card that we are attempting to refund is no longer valid, try changing the card that we have on file, and then re-process your cancellation.  To do this, go to your dashboard, click on "Edit Payment Profile" in the top left, just under your subscription details.  Then when you have completed that process, try unsubscribing again.  If you do not have another card and do not wish to receive a refund, please contact us directly.

If you are unsure if you have other accounts that are under an auto renewing subscription plan, please contact us and we will help you identify those accounts mannually.

receive receiving refund cancel cancellation account subscription unsubscribe unsubscribing begin start get money back payment

When will I receive my refund if I cancel my account?

As soon as you initiate your cancellation we attempt to process your refund.  If the refund is unsuccessful, you will be notified during the cancellation process.

If you are unable to cancel because the card that we are attempting to refund is no longer valid, try changing the card that we have on file, and then re-process your cancellation. To do this, go to your dashboard, click on "Edit Payment Profile" in the top left, just under your subscription details. Then when you have completed that process, try unsubscribing again. If you do not have another card and do not wish to receive a refund, please contact us directly.

process transaction fail unsuccessful success credit card paypal fail attempt resolve resolving problem issue suspend account address change error code go through american express visa mastercard

My card will not process.

Unfortunately, our merchant bank does not give us very much information as to why a transaction may have failed. 

If you are attempting to pay through PayPal and the transaction is unsuccessful, your best bet is to contact PayPal merchant services directly to resolve the issue. Sometimes they will suspend your account due to a change in address. 

If you still feel that there should be no reason for your transaction to fail, please contact us and let us know the error code that you are receiving so that we can investigate the issue manually.

purchase transaction buy street address mailing email acid visa american express master card decline deny denied

In order to make a purchase, I need the street address for Email on Acid.

Our address is as follows:

Email on Acid
Suite 412,
5670 Greenwood Plaza Blvd.,
Greenwood Village, CO 80111

Happy testing!

7 day trial ensure guarantee additional extra assure cancel account unsubscribe subscribe subscription cancelling renew additional month another receive refund pro-rated amount test run bill

How can I ensure I won’t get charged if I decide I don’t want to continue after the free trial?

You can cancel your account at any time before the end of the free trial. After that, you can still cancel and get a prorated refund based on how many tests you ran after the trial ended and the amount of time that elapsed.

Your free trial is good for a full week; your card will be charged 7 days after the start of your free trial.

To cancel, Log-In to your member dashboard. From there, hover over 'Account' located on the upper left hand side of the page, and select "Profile". You should then see a link to unsubscribe. If you unsubscribed successfully, you will receive a confirmation email. Please contact Email on Acid if you do not receive this email. By unsubscribing, this ensures you will not be charged in the future.

Running a Test

zip file upload submit accept error

My email’s ZIP file won’t upload. What can I do?

This issue generally stems from a temporary connection problem between your computer and our server, and is usually something that we have no control over.

We recommend that you try the following before contacting us to report an issue.

  1. Wait 20 minutes and try again.  This will allow ample for the connection to be reset and reestablished.
  2. Rename the .ZIP file to .TAR.  This change will not affect your files, and all you need to do is simply right-click and rename.
  3. Try utilizing a different browser to upload the file.
run test result initiate review view url html code coding email acid account login dashboard instruction direction send initiate initiating start archive check

How can I run a test?

There are four ways to run a test:

1.) Our preferred method is to send an email directly to your Email on Acid account. To do this, login and look for the "My Inbox" feature in the top right of the member dashboard. There you will find instructions for sending emails to your EOA account. This is the easiest and most accurate testing method.

2.) You can insert your URL.

3.) You can cut/paste your HTML code.

4.) You can upload a .ZIP with your HTML code and other files.

Once you initiate your test, you can wait for the results and review them as they come in or you can check your archive at a later time. If your test results are incomplete, be sure to check your archive. If there is a lag caused by a third party web based email client, your results will remain in the queue until processed.

send directly account test inbox instruction email acid login dashboard message

Can I send an email directly to my account for testing?

Yes, you can send an email directly to your Email on Acid account. To do this, login and look for the "My Inbox" feature in the top right of the member dashboard. There you will find instructions for sending emails to your EOA account.

Make sure you send the email you would like to have tested with your EOA address in the TO field. The test will not process with your EOA address in the BCC field.

How do I turn off my email preview notifications?

Please follow the steps below to disable acid test email notifications:

  1. Step 1: Log in to the site.
  2. Step 2: Click on the gear icon in the top navigation bar.
  3. Step 3: Under "Notification Settings," un-check the check box for "Turn on acid test email notifications."
  4. Step 4: Click the "Save Settings" button at the bottom of the page.

You can also use the "click here" link at the bottom of the notification email.

spam testing which choice option best seed list effective smtp server how-to

Which SPAM testing option should I use?

  • • If you will be sending your email blast through an email service provider (ESP), we recommend seed list testing.
  • • If you will be sending your email blast from your own account or server, we recommend seed list or "Use my SMTP email server to send this test."
  • • If you do not have access to your ESP or sending server info, we recommend "Send my test via Email on Acid." Using this option we can only test #1a and #3 from the list below. This is because you'll be using our sender IP, configuration and so on.

 

Generally, seed list testing will provide the most accurate results.

This will allow us to test each of the following:
    1.) Email Server Reputation
        a.) Sender Email Address
        b.) Sender IP address
    2.) Email Server Configuration
    3.) Email Content and Subject Line
    4.) IP Blacklisting     

You can send your email to a seed list either before or after you submit this test. The seed list will also be available in your test results.

NOTE: It is very important that you send a single email to the entire seed list, if you do not some SPAM results will not be processed.

Creating or Deleting an Account

sign service account subscribe subscription confirm confirmation block spam junk delete deleting activate activating receive filter manually create creation email register

I signed up for your service but have not received my confirmation email.

Sometimes our confirmation emails get blocked by SPAM filters.  Please check your junk or deleted folders for your confirmation email. 

If you still can't find it, contact us and be sure to include your username and email address.  From there, we will be happy to activate your account manually.

cancel subscription terminate terminating unsubscribe unsubscribing payment cancellation end renew discontinue discontinuing stop initiate initiating preview refund dashboard close closing account active activating deactivate deactivating use using service

How do I cancel my subscription?

You can cancel your subscription at any time. 

We prefer that you initiate the cancellation so you can preview the possible refund that will be given.

To do so, simply log-in to your account and click the "Account > Profile" link in the upper left corner of your member Dashboard. Then click "Unsubscribe," located just below the subscription details on your profile page. Please check the appropriate cancellation reason in the list given before you submit your request.

We hope that you visit us again for any future email testing!

captcha allow sign up account verify verifing identify necessary deny denied access accept create creating register challenge phrase purchase purchasing submit exact appear response correct

The CAPTCHA will not allow me to sign up for an account.

Unfortunately, CAPTCHAs are a necessary evil.  More than likely you are behind a proxy server and we are unable to verify your IP address. 

To create an account, please contact us with the following fields:

  1. Username
  2. Password
  3. Email Address
delete deleting cancel cancelling remove removing unsubscribe unsubscribing subscribe subscription communicate communicating communication entire entirely complete completely future manually close closing erase erasing

I want to delete my account entirely.

To unsubscribe from Email on Acid, click here.  That will remove you from all future communication.

If you wish to delete your entire account along with your archive and personal information, please contact us so that we can do that manually.

remove removing mail list unsubscribe unsubscribing communicate communication cancel cancellation cancelling subscribe subscription close closing email acid future eliminate eliminating erase erasing delete deleting off

How do I remove myself from your mailing list?

To unsubscribe from Email on Acid, click here.  That will remove you from all future communication.

corporate user, corporate accounts, create user, sub user

How do I create users under my corporate account?

Setting up new users is easy. First, sign into your EOA account. Hover over "Account" on the upper left, then select "Users." This screen will let you know how many users you can set up. Click "Add New User" to create a user. Enter the required information, then click "Add User." You should see a message saying, "Thanks, your corporate settings have been updated," and the new user should now appear in your list of users.

corporate user, corporate accounts, create user, sub user, deactivate, inactive

How do I activate/deactivate a user under my corporate account?

Making a user "inactive" will prevent them from using EOA services. To do this, sign into your EOA account. Hover over "Account" on the upper left, then select "Users." This screen will let you know how many users you have active and manage them. Click "Edit User" next to the user you'd like to deactivate. On the next page, make sure the "Make this user active" box is unchecked, and click "Update User." The user should now be inactive.

corporate user, corporate accounts, create user, sub user, deactivate, inactive

My corporate user account has been deactivated, how can I get it activated again?

Only the Corporate Administrator for your account can reactivate your account. You should speak to them about reactivating your account if necessary. If you're not sure who your corporate admin is, contact us and we can help you figure it out.

Email Analytics

starting analytics guide how-to steps getting started setup first campaign

How should I get started with email analytics?

Curious about how best to get started with Email Analytics? Check out our blog on the subject!

analytics campaign rename delete change name

How do I delete or rename my analytics campaign?

You can rename your campaign or change any of the other settings at any time. Navigate from the Dashboard to the Email Analytics section (right), click on the campaign you wish to modify, and then click on “Settings,” on the right. From this screen you can modify anything you chose when you set up the campaign.

You can only delete a campaign if it is in test mode.  If you wish to delete a campaign, open the campaign as outlined above, then click “Delete” on the far right.

 

download share analytics CSV report

How do I publish or share my analytics campaign report?

Email on Acid Analytics offers two ways to share your data. When logged into a campaign, at the bottom of the left hand navigation menu you will find “Share” and “Download CSV” options. The Share option will provide you with a link, which you can use to share these results without needing account access. Download CSV provides the results in comma separated value format, which can be imported to Excel or other spreadsheet applications.

tracking code analytics new old

Do I need a different tracking code for every email I send?

Yes. We track your results for one month from the activation date, so using an older code is not a good idea. We recommend that you start a new campaign and generate a new tracking code for each new email campaign.

how does analytics work function

How does email analytics actually work?

We know our Email Analytics data sounds too good to be true. This sort of technology is brand new, so we understand why you’d be curious about it.

Of course we can’t give away all of our secrets, but we can give you the general idea. EOA Analytics uses image pixel tracking. This is the same technique that your email service provider uses to report your open rate. When a customer opens your email, the image pixel is loaded. This counts as an open. We've taken that idea and developed it to the point where we can track on many different metrics.

Using a couple of different image pixels, along with our extensive knowledge of how email clients work, we're able to track a much wider range of actions than just opens. We can tell if someone read the message, deleted it, forwarded it, printed it, what email client they used, whether they were on a mobile device, and so on.

analytics negative affect campaign deliverability

Could using email analytics negatively affect my deliverability?

No. None of the techniques we use should make your email look suspicious. Our tracking code will not change the appearance of your email in any way. We don’t use any code (javascript or otherwise) that might be stripped out or changed on the client or sever side. As far as the client is concerned, they are just downloading a few small images.

We’ve tested our tracking methods thoroughly, and we can say with complete confidence that it will not negatively affect your email campaign.

limitations email analytics how accuracy limits

Are there any limitations to this form of tracking?

Because we rely on images for tracking, we aren't able to track recipients who do not download images. Email Analytics offers you a way to further segment those subscribers who did open your email.

Furthermore, there are a very small number of email clients for which we can't collect this data. However, because we can detect which email client a recipient is using, we're able to accurately exclude these people from our reports. This way the data remains perfectly accurate. Luckily for us (and you), these untrackable email clients have a miniscule market share. We're able to accurately collect data from over 98% of email clients.

engagement analytics statistics threshold read skim delete

How are analytics engagement metrics defined?

Engagement statistics (how long a recipient reads an email) are determined by 3 “threshold” settings: read, skim and delete.

 

The read threshold is the maximum amount of time that we will track engagement. Any amount of time over the skim threshold will be considered "read," but you can continue to track engagement after the skim threshold is reached. The read threshold can be set from a maximum of 30 seconds or to a minimum of one second more than the skim threshold. A higher setting enables you to analyze not only how many readers got past the skim threshold, but also how many readers stayed on for 15 seconds, 20 seconds and so on. A lower setting lumps all users who got past the skim threshold into one group. The default setting for the read threshold is 15 seconds.

 

The skim threshold should represent readers who glanced at the email but didn't keep it open long enough to read the whole thing. The default setting for the skim threshold is 7 seconds.

 

The delete threshold should represent readers who opened the email just long enough to delete it. Sometimes subscribers will see an unwanted email and delete it without opening it, but many other users open all emails in sequence and delete or read them as they go. Mobile users also often find it easier to open a message and then delete it. Because of this we include a low threshold, below which emails are considered not to have been read at all. The default setting for the delete threshold is 2 seconds.

 

Note: We recommend that you use consistent read, skim and delete thresholds on each of your analytic campaigns. This will allow you to compare your average engagement across multiple campaigns over time. You can set the defaults for this in your user settings (Settings/Analytics) and save them.

merge tag unique subscriber data esp service provider analytics address

What is a merge tag?

Merge tags are something that we use to gather data on an individual level. To be able to do this, we need a unique value to tie the data to. Other names for merge tags are substitution strings, personalization fields or personalization tags. These tags are used to insert unique user data from your mailing list into emails. For example, a CampaignMonitor user who'd like to insert their subscriber's first name into their email would use the merge tag [firstname]. Each time CampaignMonitor finds the tag [firstname] in your email, they will replace this tag with the unique data associated with each recipient in your list.

Each email service provider implements merge tag technology differently, so we provide a drop down menu that includes some of the most popular ESPs. If you don’t see your ESP on the list, ask them which merge tags they’re using and enter your chosen one in the field below.

By providing us with a merge tag, you instruct your ESP to insert the recipient’s email address in our tracking code, which lets us tie the results we track to that individual recipient.

merge tag email address analytics unique data

Does a merge tag have to be my recipients’ email address?

No, it doesn’t. We can use any merge tag that represents a piece of unique user data. First name (FNAME) wouldn’t work, because you might have 100 Tony’s on your list. We can use a “user ID” value, or any other unique piece of information.

esp analytics merge tag subscriber data custom

What if my ESP isn’t on the merge tag list?

If your ESP isn't listed, you can type the appropriate merge tag right into the box. Just make sure to get the correct tag from your ESP.

esp analytics merge tag subscriber data custom integration

What if I have a custom merge tag set-up with my ESP?

You may have a custom integration set-up with one of the ESPs listed in our drop down box. In this case, we recommend that you check with your ESP or technical team to see if the merge tag for email address was altered with your custom set-up. If you have a custom tag, be sure to use that one instead.

eoa analytics esp combine tracking

Can I use EOA’s analytics with my ESP’s analytics?

Yes, you can use EOA in combination with your ESP’s analytics. Each time you add another layer of analytics, you will create another redirect on your click tracking. It shouldn’t matter which order you add the click tracking in.

eoa analytics esp combine tracking

If I change my ESP, does it affect my analytics from EOA?

No, it doesn’t.  As long as the tracking code and click tracking links are included properly, it shouldn’t matter if you change ESPs.

tracking difference disparity analytics eoa esp

I am using analytics from EOA and my ESP, why are the numbers different?

This can be caused by a number of different factors, but is difficult for us to determine. For instance, some ESPs will only count emails with images downloaded as “opened,” but others will also mark an email as opened if any links are clicked. Different methods of tracking can cause disparity in results.

troubleshooting analytics missing error problem tracking code

Why don’t I see any data within my analytics report?

This could be caused by a few different things.

Make sure the tracking code is intact and properly placed

Make sure that the tracking code is in your HTML. We recommend placing it just before the closing <body> tag in your email.

Tools that place inline CSS may also cause problems with the tracking code. Make sure to run tools that affect your code before you place the tracking code (or add the link tracking and tracking code).

Check a test email sent through your ESP to make sure they are not altering the tracking code or image pixel, as this could stop us from collecting data.

If you are using a merge tag, make sure you have the correct tag for your ESP and that it is entered correctly.

Make sure images are enabled

If you are doing test opens, make sure that images are enabled in your email client and that you are choosing to download them. If images are disabled or not downloaded, we cannot track data.

Is your code expired?

If you activated your code too early, tracking might have stopped before the email was sent out. It’s best to activate your code the day you will send out your email.

Tried everything above?

Please feel free to contact us and we’ll be able to help you.

analytics update numbers sync frequency

How often do my analytics numbers update?

Usually, our analytics are updated every 5 minutes or less. In cases of high traffic, updates may take a bit longer.

If your numbers aren't updating after an hour, you may want to verify that your tracking links and tracking pixel are still working and have not been modified by your ESP.

Not sure what's wrong? Please contact support and we'll help you figure it out.

analytics project what is

What is a project?

Projects allow you to sort, review, share and compare your marketing initiatives over time.

If you are a freelancer, it's best to set up a different project for each customer. If you are an email marketer, set up different projects for each of your email marketing strategies. For example: 'Monthly Newsletter' or 'Holiday Greetings'.

To prevent loss of valuable data, deleting projects is currently not an option.

subscriber tracking list what is analytics campaign email

What is a list?

Set up lists in order to compare and segment subscriber activity over time.

Want to know who your top 500 most engaged customers are? Download a report after sending 10 email campaigns to the same list. Example lists are: 'Monthly Newsletter Subscribers' or 'Premium Policy Holders.'

To prevent loss of valuable data, deleting lists is currently not an option.

analytics,gmail,caching,images,merge tag,subscriber data,opens

How will Google image caching affect my analytics?

If you are using individual subscriber tracking (through a merge tag), it shouldn't affect you too much. You'll see less total opens (only one from each subscriber per device/client), because after downloading the image the first time in that email client, that recipient will download the image from Google's proxy server each subsequent time. For example, if they open it three times in the Gmail app on their iPhone and twice in the Gmail web client on their desktop, you'll see two opens in your analytics report (one open from the Gmail app and one from the Gmail web client). You'll probably see more unique opens than you did before Google image caching, as every Gmail user who opens it will automatically download images.

If you're NOT using a merge tag to track individual level data, you'll only see one open for ALL Gmail users. The image will be downloaded the first time, then subsequent image downloads will be from Google's proxy server. This could have a much larger effect on your analytics. For this reason, we recommend that individual subscriber tracking be used for all analytics campaigns.

Google image caching ONLY applies to recipients who access their Gmail through the Gmail web interface or a Gmail mobile app. Recipients who access their Gmail through a desktop client (like Thunderbird) or a different mobile app (like the native iPhone "Mail" app), will download images as they normally would in that client.

analytics,opens,tracking,data,usage,limit

How many opens can I track?

All Access accounts can track 250,000 opens per month. Unlimited accounts can track 2,500,000 opens per month. This limit includes all of your campaigns. For example, if you are on an All Access account and have three campaigns with 50,000, 100,000 and 100,000 opens, you will have reached your limit for the month. On the first of the next month, you'll be able to track another 250,000 opens.

If you go over your limit, upgrading your account will immediately add the missing data to your campaigns.

Open limits are tied to the calendar month, not the billing cycle.

If you'd like to go over the 2,500,000 limit, let us know and we can work with you to increase how many opens you can track!

analytics utm tracking google eoaclk source

How does “add Google Analytics” work with click tracking?

Google Analytics uses a UTM code in the URL to track hits. When you click the checkbox, we create the modified links with the UTM and source for the link. You should see something like this added to each link, “?utm_campaign=Your%20Campaign%20Name%20Here&utm_medium=email&utm_source=EOACLK” If you have Google tracking on the page, that "source" of “EOACLK” will show up in your Google analytics, letting you know the customer followed a link in your email.

If you want to add custom UTMs, don't fill in the checkbox. Add the the custom UTMs to your links before we process your code. They will be preserved in the modified version.

SPAM Analysis Results

spam analysis result fail filter issue block understand phrase phrasing criteria flag detect unsuccessful successful user setting scan phrase certain criteria assassin send sent flag

Why did my email fail in certain SPAM filters?

The bottom line is that if you send email campaigns, you will most always run into spam filter issues. On average, you can expect 10-20% of your emails to get blocked, mostly due to overzealous spam filters and user settings. The unfortunate fact is that innocent email marketers who send permission-based emails get spam filtered all the time.

Unfortunately, there is no quick fix. The only way to avoid spam filters is to understand how they work...

Spam filters look at a long list of criteria. In particular, they scan for spammy phrases like "CLICK HERE!" or "FREE! BUY NOW!". They assign points each time they see one of those phrases. Certain criteria get more points than others.

Here are some sample criteria from Spam Assassin:

  1. Talks about lots of money (.193 points)
  2. Talks about opting out (lowercase version)
  3. Gives a lame excuse about why spam was sent
  4. Claims you can be removed from the list
  5. Contains urgent matter (.288 points)
  6. Money back guarantee (2.051 points)
  7. Why Pay More? (1.249 points)

Click here for a complete list of specific criteria from Spam Assassin.

If your campaign's total "spam score" exceeds a certain threshold, your email is flagged as SPAM. The threshold is different for every server. It's determined by the person who installed the spam filter software. If the person is really sick of spam, they'll set the threshold extremely low and about everything will get filtered.

The list of "spammy" criteria is constantly growing and adapting, because spam filters "learn" what junk looks like, every time someone clicks the "This is spam" button in their email program. Spam filters even sync-up with each other online, to share what they've learned.

We recommend that you avoid these common mistakes:

  1. Using phrases, like "Click here!," "Once in a lifetime opportunity!" or "Free"
  2. Multiple exclamation points!!!!!!
  3. USING ALL CAPS (especially in the subject)
  4. Coloring with bright fonts like red, or green
  5. Creating an HTML email that's nothing but one big image, with little or no text (since spam filters can't read images, they assume you're a spammer that's trying to trick ‘em).
  6. Using the word "Test" in the subject line
  7. Sending a test to multiple recipients within the same company (that company's email firewall can only assume it's a spam attack)
  8. Designing HTML email in Microsoft Word, and exporting the code to HTML (that code is sloppy, and spam filters can easily detect it)
spam analysis results vague block company companies through filter industry standard reason clear unclear specify specified unspecific unspecified reason learn

Why are my SPAM analysis results so vague?

We know how frustrating this kind of testing can be.

We give our users all of the information we have on how filters determine whether or not an email is marked as SPAM. You'll see this kind of information in our "Feedback Filter" section. Companies who create and maintain these filters are tight-lipped about how they function because they want to keep SPAM senders from circumventing them. Many of the filters return no information at all except a pass/fail.

SpamAssassin, on the other hand, shares their SPAM score info, which may be a point of insight into how these filters operate.

Unfortunately, we're not equipped to do deliverability consultation, beyond our testing services. Please check out our blogs on Postini, http://www.emailonacid.com/blog/details/C13/emailology_avoiding_the_assassin" target="_blank">SpamAssassin and Barracuda for more information on how to read the headers returned by these filters.

spam filter pass get through by make making fail deliverability deliver server reputation configure configuring configuration setting client default block valid validity configuration authenticate authenticating approve approving consider combine combination combining ip address email maintain conistant consistancy versus application

Why did my email pass my SPAM filter and not yours?

Due to the fact that there are so many advertisers and so few people who want to be advertised to, deliverability is an incredibly complex topic and there are several factors involved:

1.) Email Server Reputation - Web-based email clients check the reputation of the server sending the emails. If the servers have a bad reputation, emails sent from them will most likely be considered SPAM. You can check your email server's reputation here (http://mxtoolbox.com).

A sender's reputation is made up of a combination of IP Address + Domain + From Email Address so it's important that you maintain consistency. Some ISPs filter email by domain versus only IP address.

2.) Local Configuration Settings - Every email client and/or SPAM blocking application has its own local settings and configuration tools. In other words, users who receive email have the ability to customize their client to be strict or forgiving when it comes to SPAM. In our test, we have everything set to the default settings.

3.) Blocked Senders and Address Book - Several email clients use different levels of SPAM blocking based on if or if not the sender is considered "trusted" by the receiver. If the receiver places the sender into his or her address book, future emails are less likely to be blocked. When the receiver places the sender in their blocked list, future emails are blocked.

4.) Email Content and Subject Lines - SPAM filters look for spammy sounding words in your subject line and the body of your email. Most work on a point system. The more points you have against you, the more likely you are to be placed into SPAM. Unfortunately most email clients will already start penalizing you for using HTML within your email.

5.) Mailing List Quality - If you have several subscribers in your mailing list that no longer have valid email addresses, you run the risk of getting blacklisted. This is why several email service providers are very strict about this. There are several affordable email list cleaning services available today and most email service providers remove individuals on your list who no longer have valid email addresses. With that said, it's best to stick with one provider and/or export your list of valid addresses if you plan to change providers.

6.) Engagement - Several ISPs keep track of the way their users interact with their email. Factors include what messages are opened, what messages are moved between folders and how quickly mail is deleted.

7.) Sending Server Configuration - Rate limiting will occur for high complaints and poor reputation. Servers should be configured to allow for simultaneous connections with throughput set at 20 emails per connection. Authenticating email with SPF and DKIM is recommended.

In the end, our system can only test the reputation of the sender address, subject lines and content using the default SPAM settings that come standard within email clients and popular SPAM filters.

Code Analysis

flag common font standard operating system helvetica arial verdana analysis filter

Why do you flag common fonts?

Some fonts are not standard from one operating system to the next.

For example, Helvetica isn't a standard font in Windows but it is on a Mac, therefore we report it in our analysis filters for Windows desktop email clients only. In those instances, it is best to use a font stack, for example: Helvetica, Arial, Verdana.

Please note, if you forward your results to a friend for review, they will not see the code validation nor the code analysis reporting.

difference different code coding analysis validation alter change changing

What is the difference between code analysis and validation?

Our code analysis was primarily designed as a developer tool which allows users to see exactly which lines of code where altered by each email client. This code based report helps our users learn the ins and outs of what is supported by each client without having to guess. If you review a screenshot, it is not always obvious what to do to resolve issues.

Conflicts that are reported in our code analysis may or may not alter the final layout and in many instances, a programmer may use certain CSS properties or HTML attributes that work for a majority of email clients but not for others. There might also be other circumstances where they are forced to use code that is not supported in some clients just so that their design will render correctly in others. When certain properties or elements are not "supported" the email client in question simply ignores that code.

We also offer W3C code validation as part of our toolset. You can access this from the developer tools, with the </> icon.

Whether you are running a free test or using a credit, we do not charge you for this code validation and reporting feature.

Images & Graphics

mime image attachment support avoid attack security risk external link

Does your test support MIME image attachments?

Our system does not support MIME image attachments mainly because we want to avoid malicious attacks and security risks.

In general, adding MIME attachments is not recommended because they will dramatically increase the size of your email. 

With that said, we suggest using external links to your images when testing on our platform.

blackberry plain text preview view version curve series email client device support html release releasing exact date email include including

Why is the Blackberry preview showing a plain text version of my email?

The Blackberry 8800 series only supports plain text. The BlasckBerry 9930 should give you a graphic rendering of your email.

responsive design,media queries,media query,mozify

Does Mozify support responsive images?

The answer is YES. So long as you are rescaling an image for mobile using a specific pixel dimension.

For instance:

{media query}
.myImage {width:300px}
{end media query}

...

<img src="" width="500px" class=".myImage">

You must specify dimensions for the image in both places for this to work.

Speed and Accuracy of Test Results

long length time amount include spam analysis preview support client result

How long does it take to run a test in all of your supported clients?

Generally it takes 2-5 minutes to process your email test results.  This includes a preview of your email in each of our supported clients and mobile devices!

trust believe accurate accuracy result inconsistent inconsistency inconsistencies simulate simulation render guarantee refund discrepancy discrepancies

Can I trust the accuracy of your test results?

All of our tests are run through the actual email client. We guarantee that all renderings are accurate.

If you run an acid test and find an inconsistency between our previews and the way your email actually renders in any of our supported clients - we want to hear about it!  For that reason, we have a "Report a Discrepancy" feature built into our user interface.  When using this feature, there is no need to re-submit your code or URL because we include your email, web browser, and operating system in the support ticket.

Report a Bug

system accept url block take taking use using exact resolve resolving issue special particular character unicode symbol

Your system is not accepting my URL.

You might be using a particular character in your URL string that our system is blocking.  Please contact us with the exact URL you are attempting to use so that we can resolve the issue quickly.

blackberry plain text preview view version curve series email client device support html release releasing exact date email include including

Why is the Blackberry preview showing a plain text version of my email?

The Blackberry 8800 series only supports plain text. The BlasckBerry 9930 should give you a graphic rendering of your email.

Did you find what you were looking for? If not, click on the support tab to the left and we will respond within 24 hours.