Archives: Help Articles

How do I Downgrade my Subscription?

If you would like to downgrade your subscription, please have your Corporate Admin or account owner reach out to

How to use the API Billing Site

For certain API users we have a separate website meant for the viewing of invoices, payment of invoices, updating of payment information and methods, and viewing of monthly API usage. How to Change Login Information Go to Input your credentials and log in.  Click on the Account Settings tab on the navigation menu on … Continue reading “How to use the API Billing Site”

How to Add User Seats

If you need to purchase additional seats (users) to your account, you can do so if you have a credit card on file. Click on the People page. While on the People page, you will see the Add User button on the right side of the screen. At the top of the Add User page, … Continue reading “How to Add User Seats”

How to Send to Email on Acid from an ESP

You can send a test from your ESP directly into your EOA account using customized emails we have created for you. To locate your send to email address, access the Projects page. At the bottom of the page you will see  Email projects from ESP and a dropdown to select either Email Testing or Campaign … Continue reading “How to Send to Email on Acid from an ESP”

How to Reactivate a User-User Already Exists

If you have a user that was previously active, they will need to be reactivated. The Corporate Admin of the account has permission to deactivate and reactivate users on the account.    Click on People. Click the dropdown next to Active Users, and choose Inactive Users. All inactive users will display. Click on the inactive … Continue reading “How to Reactivate a User-User Already Exists”

How to Shut Off Auto-Renewal

If you shut off the auto-renewal for your account your current subscription will end on the expiration date as opposed to charging your payment source on file and continuing your subscription. If you would like this to be turned off, please send an email to and our support team will help take care of … Continue reading “How to Shut Off Auto-Renewal”

Why is My Preview Different on a Live Device?

Here’s  a question that sometimes arises when previewing an email: Why doesn’t the rendering from Email on Acid match what’s on my live device? This is a great question, and there isn’t always a simple answer. Many variables go into the process of generating the previews. When the renderings don’t match the live device, these … Continue reading “Why is My Preview Different on a Live Device?”

How to Cancel a Subscription or Trial

Steps to Cancel a Paid Subscription: You can cancel your paid subscription at any time: Log in into your account and click your name at the top right. From the dropdown list select Plan Information Click Cancel My Subscription. Choose a cancellation reason, give us some feedback on your experience, and click Cancel Subscription.Your feedback … Continue reading “How to Cancel a Subscription or Trial”

What is the difference between Total and Unique Opens/Clicks?

Within Email on Acid Analytics, total opens and total clicks represent the all-encompassing number of times an email was opened or that a link was clicked. Unique opens and unique clicks represent the number of times an email was opened, or a link was clicked by an individual subscriber using specific identifiers. For Example: If … Continue reading “What is the difference between Total and Unique Opens/Clicks?”

How to Run a Spam Test Via Seed List

If you are sending your email through an email service provider (ESP), Seed List Spam Testing is our recommended option. The seed test will give us more insight into spam impact of: Email Server Reputation Sender Email Address Sender IP address Email Server Configuration Email Content and Subject Line IP Blocklisting To run a spam … Continue reading “How to Run a Spam Test Via Seed List”

How to Re-Activate Suspended Accounts

Accounts become suspended when we are not able to collect payment for the subscription. You will be notified via email if we are unable to collect payment, and we allow three days to update the payment method before the system reattempts to process your renewal. If at that time the payment does not complete successfully, … Continue reading “How to Re-Activate Suspended Accounts”

How do HTML Size, Image Size, and Pixel Height Impact Previews

Sometimes issues with previews can be explained by the HTML size, image size, or the pixel height for a project. These impact the time it takes for your email to load, and in return Email on Acid is unable to get a true snapshot of your email. You may see distorted images, partial preview returns, … Continue reading “How do HTML Size, Image Size, and Pixel Height Impact Previews”

How to Upload a URL Spreadsheet for Campaign Precheck URL Validation

In Campaign Precheck we provide a tool to check that links in your HTML properly validate. It can read links in your HTML, or links that have been uploaded from a spreadsheet. To check links using a URL spreadsheet: Ensure your Excel sheet is properly formatted: Place “URL” in the header of the column that … Continue reading “How to Upload a URL Spreadsheet for Campaign Precheck URL Validation”

How to Reset your Password

If you cannot access your account due to a forgotten password, it is easy to reset following these steps: Go to, and click on Login. Click on Forgot Password. Enter your email address associated with your Email on Acid account, and click Submit. You will receive an email with a link, click Reset Password … Continue reading “How to Reset your Password”

Add User Email Address Already Has an Account

If you are trying to add a user and you see the error message This email address already has an account this means that for one of two reasons, the email address you are trying to add already has an account in the Email on Acid system. Each email can only be used for one … Continue reading “Add User Email Address Already Has an Account”

Campaign Precheck Email Previews

Email Previews give you the ability to see how your email will look to your subscribers on various email clients and devices. To see the previews: Enter the Subject Line & choose your Email Client preference If you want to adjust the clients you are seeing before running the test, click Edit Profile You can … Continue reading “Campaign Precheck Email Previews”

How to Edit User, Reset User Password, or Deactivate User

Managing users is easy through your Email on Acid account. You can reset a user password, edit their profile, or deactivate a user all in one place!  Click on People Locate the user you want to edit, and click any where by their name Click Edit User If you are editing a user, click Edit on any … Continue reading “How to Edit User, Reset User Password, or Deactivate User”

How to Locate or Resend a User Invite

If you setup a new user and they did not receive, or cannot relocate, the invitation you can access this through your account.  Click on People at the top of your page Click on the user that needs the new invite for setup Click on Copy Invitation Link You can now provide this link to the user, and they can … Continue reading “How to Locate or Resend a User Invite”

Commenting and Collaboration

Campaign Precheck includes a great feature for  collaborating on email testing projects. Once previews are generated, a share link can be created to allow for collaboration and commenting from all types of collaborators, including those without Email on Acid accounts. When comments are left, the account owner who created the share link will receive a … Continue reading “Commenting and Collaboration”

How to Use and Manage Folders

Folders are a great way to organize content, and depending on your account type, organize who can see which content.  Each account type has a different level of folder access, see our pricing to see what level of your account type offers. If your account does not have the tool you need to work with … Continue reading “How to Use and Manage Folders”