Please use the tabs below to find answers to your questions.
Account
Please review the following Account-related Frequently Asked
Questions and their Answers.
Q: How do I update my personal Account information?
Q: How do I update my credit card information?
Q: My associate forgot their login information.
How can they get it?
Q: How can I
change my password?
Q: How do I cancel my account?
Q: How do I update my personal Account information?
A: Navigate to "My Account >> My Account Setup". Click
on the "Location" tab to edit your Can-Spam email information. Click on the "My Personalization Tags" to edit your personal information. Click the "Save" button
when complete.
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Q: How do I update my credit card information?
A: Navigate to "My Account >> Update Credit Card". Updated the credit card information on our secured web page. Click the "Save" button
when complete.
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Q: My associate forgot their login information. How can they get it?
A: Visit the site's login page and click the "Password Reminder" link
directly below the Member Login. Type in your personal email address associated
with the user account. The Username and Password will be emailed to that email address.
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Q: How can I change my password?
A: Navigate to "My Account >> Change Password". Updated the password information. Click the "Save" button
when complete.
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Q: How do I cancel my account?
A: Navigate to "My Account >> Billing Summary". Scroll to the bottom of the page and click the "Close Account" button. You will be asked to supply your password. Follow the instructions to cancel your account.
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Calendar
Please review the following Calendar-related Frequently Asked
Questions and their Answers.
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Campaigns
Please review
the following Campaigns-related Frequently Asked Questions and their Answers.
Q: I have 10 messages to send out over time. How do I number them?
Q: Why can't I add a message to
a campaign?
Q: If I turn a campaign
off, will it still send email?
Q: How do I share my campaign
with other service users?
Q: How do I import a shared
campaign?
Q: Can I reimport an updated shared campaign?
Q: Why can't I import
a shared campaign?
Q: I grabbed a shared
campaign. The messages are not personalized for me. How do I fix this?
Q: How can I test my campaign?
Q: I just added contacts to
my campaign. When will their message(s) be sent?
Q: How can I tell if my messages were
sent or not?
Q: How long does it take to
send my broadcast message(s)?
Q: When I send a broadcast
message, is the message sent to inactive contacts?
Q: How can people
subscribe to my autoresponder campaign(s)?
Q: Can I modify an existing
web form on my website to subscribe contacts?
Q: Why are my readers
resubscribing to the same campaign over and over?
Q: Can I subscribe
a contact to multiple campaigns with a single web form?
Q: Can I redirect to my "thank
you" page after a contact subscribes via my web form?
Q: How can people unsubscribe?
Q: Once all messages have been
sent, how do I restart the sequence over?
Q: I have 10 messages
to send out over time. How do I number them?
A: Setting a message to "Day 0" will send your message out immediately
when a person subscribes to your autoresponder campaign. "Day 3" means
that a message will be sent 3 days after initial subscription and so on. So, in
this example:
Message #1: Day 0
Message #2: Day 3
Message #3: Day 6
Message #4: Day 9
Message #5: Day 12
Message #6: Day 15
Message #7: Day 18
Message #8: Day 21
Message #9: Day 24
Message #10: Day 27
Days are specified in 24 hours increments
and not assigned to a calendar day.
TIP - consider spacing the messages out even further since not everyone checks email
daily. In that event, they may see a backup of your emails in their inbox.
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Q: Why
can't I add a message to a campaign?
A: First, verify that you have created a message in your account that can be added
to an autoresponder campaign.
Next, verify that you have created
a campaign in your account that a message can be added to.
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Q: If
I turn a campaign off, will it still send email?
A: No. When the campaign is turned off, it is "frozen in time" so to speak.
No mail is sent from the campaign and the campaign days do not increase. Once the
campaign is turned back on, the campaign will resume sending messages where it last
left off.
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Q: How do I share
my campaign with other service users?
A: To share an autoresponder campaign, you must first set your campaign to be "shared".
Click the Campaign tab... click on the campaign name you want to share. You are
now editing the campaign.
Where it asks "Share this campaign with other subscribers?" change your
setting to "Yes, share it." Where it says "Password required to access
this shared campaign", type in a password. Click the "Save This Campaign"
button to save your changes.
To share your campaign, provide the
other service users that shared campaign name and password.
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Q: How
do I import a shared campaign?
A: To import a campaign that has been "shared", you will need both the campaign name and password of the campaign you are importing. The person sharing
the campaign can provide you that information.
To import, navigate to "Campaigns >> Import Shared Campaign". Provide the shared campaign name and password and submit. The campaign will be imported and listed in your list of campaigns found when navigating to "Campaigns >> My Campaign List".
Shared campaigns may include landing pages and email messages. You are free to edit the shared content in your account; you can edit the campaign settings, the landing pages and the email messages as you see fit.
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Q: Can I reimport
an updated shared campaign?
A: Yes, simply import the same campaign as you did before and the updated letters
will be imported into your account. Please note that reimporting a shared campaign
will overwrite your old messages of the same name and will overwrite your old campaign
settings.
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Q: Why
can't I import a shared campaign?
A: Please verify that A) the campaign is actually shared by the campaign owner.
B) Verify the campaign's share information with the campaign owner.
If you're trying to import a campaign
that already exists in your account, it will be necessary for you to rename the
existing campaign in your account then import the shared campaign.
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Q:
I grabbed a shared campaign. The messages are not personalized for me. How do I
fix this?
A: It is likely that the letters do not include the proper personalization tags
that would allow your personal information to be displayed in the letters. Get back
with the person that shared the letters and ask her/him to modify them (both plain
text and HTML versions) so that your information is properly displayed in the messages.
Or you will need to modify the email messages yourself. We recommend using Personalization
Tags in your email messages so that your links can be easily updated without having
to edit your messages.
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Q: How
can I test my campaign?
A:
We always recommend that you test your messages to yourself
prior to sending them to your list. You can do that by first subscribing to the campaign in question. Then going to your contact view and sending one-time emails to you. That way you see what your prospects see.
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Q: I
just added contacts to my campaign. When will their message(s) be sent?
A: Once you manually add a contact to your autoresponder campaign, a confirmation email will immediately be sent to your contact. The contact must click the confirmation link to confirm their optin and to ensure that they want your email. Once confirmed, the campaign will immediately send a Day 0 to your contact if one is available in that campaign.
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Q: How can I tell if my messages were
sent or not?
A: Browse your contacts and see the day # your contacts are on. If the contact is
on a day # in a campaign and that campaign has a message set to send that day, the
message will be sent to the contact later in the day.
If the contact is on a day # greater
than the day # assigned to a particular message, then that means that the message
has already been sent to the contact.
You can also review "Email History" link at the Campaign tab of the Contact View. The "Email History" link will show all scheduled email send to the contact. Broadcast and one-time emails are not shown in the email history.
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Q: How
long does it take to send my broadcast message(s)?
A: Broadcast
messages are immediately sent into queue. When it is actually sent depends on the
number of other messages in queue prior to your broadcast. It can be a few minutes
until the message is sent to your list of contacts.
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Q: When I send a broadcast message,
is the message sent to inactive contacts?
A: No. Once a contact has been unsubscribed and becomes inactive, the contact will
no longer receive email from your campaign.
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Q:
How can people subscribe to my autoresponder campaign(s)?
A: Readers can subscribe to your campaigns by using the landing page subscription webform that is assigned to the campaign. Or you can manually add the contact to your account and to a campaign.
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Q: Can
I modify an existing web form on my website to subscribe contacts?
A: No, your webform must be created by our Webform Builder so that it works properly with your account.
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Q: Why
are my readers resubscribing to the same campaign over and over?
A: In the event that you have customized your web subscription form to direct subscribers
to a confirmation page, please be sure that the confirmation page exists and that
it is serving properly. If not, the reader will think that they have not yet been
subscribed and may hit the subscribe button several times.
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Q: Can I subscribe a contact to multiple campaigns with a single web form?
A: No. The webform subscribes a contact to a single campaign.
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Q: Can I redirect
to my "thank you" page after a contact subscribes via my web form?
A: Yes, you can specify the redirect URL when creating or editing a landing page.
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Q: How
can people unsubscribe?
A: An unsubscribe link is automatically inserted into the bottom
of each email message sent from the service. When a reader clicks the unsubscribe
link, they are immediately unsubscribed from that campaign.
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Q: Once all
messages have been sent, how do I restart the sequence over?
A: Simply add more messages to the campaign.
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Contacts
Please review the following Contacts-related Frequently Asked
Questions and their Answers.
Q: Can I import my list of customer names and email
addresses?
Q: How can I view Active or Inactive Contacts?
Q: How can I search for a contact?
Q: Can I copy contacts from one campaign to another?
Q: How do I move a contact from one campaign to another?
Q: Is there a simple way to delete contacts?
Q: When an email "bounces" due to a
full mailbox, is the contact unsubscribed?
Q: Why am I receiving email undeliverable
notices?
Q: Why are my contacts "frozen" at a campaign
Day #?
Q: How do I export my contacts?
Q: During export, are all contacts exported
or only the Active contacts?
Q: Can I import my list of customer names and email addresses?
A: You cannot import lead files. You can add "friend" contacts that you know. You can have purchased leads posted into your account from MLMLeads.com. You can also generate your leads by driving traffic to your landing pages.
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Q: How can I view Contacts?
Navigate to Contact >> My Contact List to see your list of contacts.
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Q: Can I copy contacts from one campaign to another?
A: No. You must manually subscribe them to a new campaign.
Prospects can opt into a landing page. That landing pages' campaign can be setup to unsubscribe the contact from the first campaign and automatically subscribe the contact to the second campaign.
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Q: How do I move a contact from one campaign to another?
A: You should manually subscribe the contact to the new campaign. Once subscribed, the contact will get a confirmation email that confirms their subscription to the new campaign.
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Q: Is there a simple way to delete contacts?
A: Navigate to Contacts >> My Contact List. To the right of each contact is a "Delete" link. Click the link to delete that contact.
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Q: When an email "bounces" due to a full mailbox, is the contact unsubscribed?
A: In the event of a full mailbox, the contact will NOT be unsubscribed.
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Q: Why am I receiving email undeliverable notices?
A: You only receive the rejections that are accepted by the reader's
mail server.
While it is standard procedure for mail servers to tell us whether or not they can
deliver mail to the end reader, there are mail servers that do not adhere to this
standard. Instead, they accept mail without this verification. When that happens,
those servers will later generate an email to you saying "Sorry.. I couldn't
deliver this". Until those servers provide such verification, you will likely
receive undeliverable messages again. Consider removing those contacts from your
account.
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Q: Why are my contacts "frozen" at a campaign Day #?
A: This is typical when a campaign has sent out all messages
that were loaded in the campaign.
In the event that one or more messages are added to the campaign at some future
Day #, the "frozen" contacts will again resume aging. After sending the
"newest" last message in the campaign, the Day # will index one day beyond
the last message sent and will remain at that Day # until additional messages are
again added to the campaign at some future Day #s.
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Q: How do I export my contacts?
A: Navigate to Contacts >> My Contact List. Select All contacts or select only those contacts you want to export, then click Action: Export All Contacts.
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Q: During export, are all contacts exported or only the
Active contacts?
A: All contacts are exported from a campaign - both unsubscribed
(inactive) and subscribed (active).
Consider deleting the campaign's Inactive contacts prior to export
if you do not want them exported. Or you can pick thru the list of contacts to select which contacts to export.
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Content Sharing
Please review the following Content Sharing-related Frequently
Asked Questions and their Answers.
**** COMING SOON! ****
Emails
Please review the following Emails-related Frequently Asked Questions
and their Answers.
Q: Can I personalize my emails to include the first
name in the subject line and message body?
Q: Where do I specify my information when using Personalization
Tags like [MYFIRSTNAME] and [MYEMAIL1]?
Q: Why do personalization tags in my URL work in plain-text
messages but not in HTML?
Q: Can I use hyperlinks in my messages? My links don't
show as hyperlinks when they arrive.
Q: Why are the images missing from my HTML email message?
Q: Can I send attachments with my messages?
Q: How do I test my messages for review?
Q: How can I test a single message?
Q: Why does my message include "’"
instead of the punctuation I typed?
Q: I just added contacts to my campaign.
When will their message(s) be sent?
Q: How can I tell if my messages were sent or not?
Q: How do I send a broadcast message?
Q: How long does it take to send my broadcast
message(s)?
Q: Why am I receiving email undeliverable notices?
Q: Can I personalize my emails to include
the first name in the subject line and message body?
A: Yes. Personalization tags can be used in both the subject line
and message body; in both plain-text messages and HTML messages.
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Q: Where do I specify my information when using Personalization
Tags like [MYFIRSTNAME] and [MYEMAIL1]?
A: Navigate to "My Account >> My Account Setup >> My Personalization Tags" to specify your personal information.
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Q: Why do personalization tags in my URL work
in plain-text messages but not in HTML?
A: Tags should work in both plain-text and HTML email messages without issue.
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Q: Can I use hyperlinks in my messages? My
links don't show as hyperlinks when they arrive.
A: Yes you can. But there is a difference between plain text messages
and HTML messages.
Plain-text messages - URL formatting is done automatically. Simply type your URL into
your email message as normal.
HTML messages - you need to format the URLs using your web authoring tool. Create
hyperlinks just as you would if you were creating the HTML page for posting on the
Internet.
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Q: Why are the images missing from my HTML email
message?
A: Your images are missing because they are not posted to the Internet. Please publish
the HTML page with images to the Internet and then reference those images
into your message. All images will then appear in your email message.
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Q: Can I send attachments with my messages?
A: No. We suggest that you place the attachment as a download at your
website and place a link to that page in your email.
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Q: How do I test my messages for review?
A: Go to your Contact View. Add yourself to a campaign. Then click the "Send Email" icon to select an email from your Email List library to send that email to yourself.
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Q: How can I test a single message?
A: Follow the instructions of the previous question and answer.
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Q: Why does my message include "’"
instead of the punctuation I typed?
A: You likely created the message using Microsoft Word which in turn inserted characters
that are Word-specific. These characters include the quote mark, apostrophe and
the dot dot dot.
When you create a message in Microsoft Word, we suggest that you copy the content
and paste it into Notepad. Within Notepad, find/replace all Microsoft specific characters
like ", ' and ... (dot, dot, dot) with those characters generated from Notepad
instead.
Then paste the content from Notepad directly into your message.
Place carriage returns before the right edge of the text box to ensure your message
is properly line wrapped.
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Q: I just added contacts to my campaign.
When will their message(s) be sent?
A: Once you manually add or import your contacts into your autoresponder
campaign, your messages will typically be built on the hour thereafter. The messages
are then placed into the mail queue. The amount of time it takes to send your messages
varies depending on the volume of mail queued in front of yours and may take several
hours to send.
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Q: How can I tell if my messages were
sent or not?
A: Browse your contacts and see the day # your contacts are on. If the contact is
on a day # in a campaign and that campaign has a message set to send that day, the
message will be sent to the contact later in the day.
If the contact is on a day # greater than the day # assigned to a particular message,
then that means that the message has already been sent to the contact.
You can also review "Email History" link at the Campaign tab of the Contact View. The "Email History" link will show all scheduled email send to the contact. Broadcast and one-time emails are not shown in the email history.
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Q: How do I send a broadcast
A: Navigate to "Emails >> Send Broadcast Email". Select a campaign of contacts to send the broadcast email. Then either select an email from your email list, or compose an email that you wish to broadcast. Click the "Send Broadcast" button to send the broadcast email.
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Q: How long does it take to send my broadcast
message(s)?
A: Broadcast messages are immediately sent into queue. When it
is actually sent depends on the number of other messages in queued prior to your
broadcast. It can be a few minutes until the message is sent to your
list of contacts.
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Q: Why am I receiving email undeliverable
notices?
A: We can only filter out those undeliverables messages that come back to us. If
the replying email server does not route undeliverable messages back to us, then
there is no way that we can re-route those messages or unsubscribe their email addresses.
While it is standard procedure for mail servers to tell us whether or not they can
deliver mail to the end reader, there are mail servers that do not adhere to this
standard. Instead, they accept mail without this verification. When that happens,
those servers will later generate an email to you saying "Sorry.. I couldn't
deliver this". Until those servers provide such verification, you will likely
receive undeliverable messages again.
Consider removing those contacts from your account.
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Landing Pages
Please review the following Landing Pages-related Frequently
Asked Questions and their Answers.
Q: I created a landing page using one of the prebuilt templates. Why can't I edit the webform or video used?
Q: Can I edit the words on the prebuilt template landing page?
Q: I created a landing page using one of the prebuilt templates. Why can't I edit the webform or video used afterwards?
A: Once you have created a landing page using one of the prebuilt template pages, you cannot edit what webform or video is used on the landing page. Instead, you will want to create a new landing page using the new webform or video content.
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Q: Can I edit the words on the prebuilt template landing page?
A: Yes you can.
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Leads
Please review the following Leads-related Frequently Asked Questions
and their Answers.
**** COMING SOON! ****
Web Audio
Please review the following Web Audio-related Frequently Asked
Questions and their Answers.
Q: Is there an additional charge for having audios in my account?
Q: How can I create an audio recording?
Q: What audio file formats can I upload?
Q: What software do you recommend for audio recording and editing?
Q: I uploaded my audio for encoding. Where did it go?
Q: I uploaded my audio for encoding. It did not encode. Why?
Q: Is there a limit to the number of times an audio can be played?
Q: Where do I find the HTML code to embed an audio on my website?
Q: How do I publish a voice message audio to my website?
Q: How do I make an audio play automatically when loaded on a webpage?
Q: How do I insert an audio into an email message?
Q: What is the best way to download my audios for archiving?
Q: Is there an additional charge for having audios in my account?
A: There is no additional charge for having audios in your account.
Each account provides 5 GB of data transfer each billing period for audio streaming. Additional data transfer is billed automatically at $3.97 per 1 GB of data transfer. Data transfer use is reset with each monthly billing event.
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Q: How can I create an audio recording?
A: You can upload an audio file or you can use the web recorder to record your audio. The web recorder requires that you have a microphone plugged into your computer, and a live internet connection.
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Q: What audio file formats can I upload?
A: You can upload .WAV, .MP3 and .FLV file formats.
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Q: What software do you recommend for audio recording and editing?
A: We recommend Audacity which can be found at http://audacity.sourceforge.net/
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Q: I uploaded my audio for encoding. Where did it go?
A: Once an audio file has been uploaded or recorded by the web recorder, the file is listed at "Media >> Pending Media". Once encoded, you will find it listed at "Media >> Audios".
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Q: I uploaded my audio for encoding. It did not encode. Why?
A: Please verify that the file is one of the acceptable formats: .WAV, .MP3 or .FLV.
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Q: Is there a limit to the number of times an audio can be played?
A: No, there is no limit to the number of times an audio can be played. Each account provides 5 GB of data transfer each billing period for audio streaming. Additional data transfer is billed automatically at $3.97 per 1 GB of data transfer. Data transfer use is reset with each monthly billing event.
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Q: Where do I find the HTML code to embed an audio on my website?
A: Publish your audio for website. Select your player style, player color and player features. Click the "Preview and Generate HTML Code" button to produce your iframe HTML code. Insert that HTML code into your webpage.
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Q: How do I publish a voice message audio to my website?
A: Any audio can be published to a webpage as described above.
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Q: How do I make an audio play automatically when loaded on a webpage?
A: When publishing an audio, choose "Autoplay on Load" as a player option.
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Q: How do I insert an audio into an email message?
A: When publishing your audio, choose "Publish for Email" and follow the instructions provided on the page.
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Q: What is the best way to download my audios for archiving?
A: When publishing your audio, choose "Publish Download Link". Then click the link to download your audio.
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Web Video
Please review the following Web Video-related Frequently Asked
Questions and their Answers.
Q: Is there an additional charge for having videos in my account?
Q: How can I create a video recording?
Q: What video file formats can I upload?
Q: I uploaded my video for encoding. Where did it go?
Q: I uploaded my video for encoding. It did not encode. Why?
Q: I uploaded and encoded a video file. It starts and stops when played. Why?
Q: Is there a limit to the number of times a video can be played?
Q: Where do I find the HTML code to embed a video on my website?
Q: How do I make a video play automatically when loaded on a webpage?
Q: How do I insert a video into an email message?
Q: What is the best way to download my videos for archiving?
Q: Is there an additional charge for having videos in my account?
A: There is no additional charge for having videos in your account. Each account provides 5 GB of data transfer each billing period for media streaming. Additional data transfer is billed automatically at $3.97 per 1 GB of data transfer. Data transfer use is reset with each monthly billing event.
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Q: How can I create a video recording?
A: You can upload a video file or you can use the web recorder to record your video. The web recorder requires that you have a microphone and webcam plugged into your computer, and a live internet connection.
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Q: What video file formats can I upload?
A: You can upload Windows Media (AVI, WMV, ASF, WMA, WAV, using any AVI/WM codecs like DIVX, XDIV, etc.); QuickTime (MOV, QT, DV, AAC, AIF/AIFF, using any QuickTime codecs); MPEG (MPEG-1, MPEG-2, MPEG-4, MP3) and FLV file formats.
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Q: I uploaded my video for encoding. Where did it go?
A: Once a video file has been uploaded or recorded by the web recorder, the file is listed at "Media >> Pending Media". Once encoded, you will find it listed at "Media >> Videos".
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Q: I uploaded my video for encoding. It did not encode. Why?
A: Please verify that the video file is one of the acceptable formats.
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Q: I uploaded and encoded a video file. It starts and stops when played. Why?
A: Consider recording your video at or near 300 kbps stream rate. That will stream well on the Internet.
While you can produce DVD quality video, the Internet can only stream 300 kbps to most people. Uploading higher data rate files may cause playback problems for users.
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Q: Is there a limit to the number of times a video can be played?
A: No, there is no limit to the number of times an video can be played. Each account provides 5 GB of data transfer each billing period for media streaming. Additional data transfer is billed automatically at $3.97 per 1 GB of data transfer. Data transfer use is reset with each monthly billing event.
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Q: Where do I find the HTML code to embed a video on my website?
A: Publish your video for website. Select your player style, player color and player features. Click the "Preview and Generate HTML Code" button to produce your iframe HTML code. Insert that HTML code into your webpage.
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Q: How do I make a video play automatically when loaded on a webpage?
A: When publishing a video, choose "Autoplay on Load" as a player option.
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Q: How do I insert a video into an email message?
A: When publishing your video, choose "Publish for Email" and follow the instructions.
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Q: What is the best way to download my videos for archiving?
A: When publishing your video, choose "Publish Download Link". Then click the link to download your video.
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