Frequently Asked Questions

Check through some of our frequently asked questions below…


How do I personalize a campaign?

We allow you to personalize the subject line and content for each campaign you send. By adding any of the following tags to your  campaign content, we will dynamically change these values for every recipient when sending the campaign. You could even add the name tags to the subject line of your email for a more personal approach.

How do I add an unsubscribe link in my email?

Allowing your recipients to unsubscribe from your campaign with a single-click is best practice and is actually required to use this tool. To add an unsubscribe link to your campaign, you have two options:

Plain text emails: Add the ‘[unsubscribe]‘ tag in your email campaign.The system will automatically convert the tag into a personalized unsubscribe link.

HTML emails: Insert the tags ‘<unsubscribe>‘ and ‘</unsubscribe>‘ around the words you would like to become an unsubscribe link in the HTML source of your campaign. We will automatically convert the tags into a personalized unsubscribe link.

For example, in the HTML source code of your email you might have:

If you are no longer interested, you can <unsubscribe>unsubscribe instantly</unsubscribe>

How do I add a subscribe form to my site?

Adding a subscribe form to your web site is a great way to attract new subscribers and it couldn’t be easier.

Simply click on the the list you would like to create a subscribe form for in the Manage Subscribers section… Then, click the Create a subscribe form link in the right hand column, under “Capturing and processing”. Next, choose which fields you’d like to include on your web form and click the “Generate the code” button. Finally, copy the supplied HTML code and paste it into the HTML code of the web page you are adding the form to. We’ve provided a few options for you depending on the formatting you prefer, including basic, CSS and table formatting. You can format the form in any way you like, just remember you can’t change the action of the form or the name of the form elements.

How do I import subscribers from a file?

Provided you have obtained the correct permission from your susbcribers, importing your subscriber list into your account is a really simple and straight-forward process. To get started, your subscribers need to be in a comma or tab delimited text file. This is a standard format for storing data and is supported by most applications, including Microsoft Excel, Microsoft Outlook, Outlook Express, ACT! and GoldMine.

Here’s an example of the way a CSV (Comma Separated Values) file needs to be formatted before importing it into your account:

Ren Stichardson,, Surfing
Sharon Greiner,, Skateboarding
Joseph Hockey,, Reading

Each field is separated by a comma, and each subscriber is on a new line.

Please note: If you have a really big CSV file (over about 10mb) you could run into problems trying to upload that through the browser. In that case it is best to split your file into smaller chunks and upload them one at a time.

Also, if your list contains non-English characters, you just need to ensure your import file is saved in UTF-8 encoding before you import it. Most text editors (such as Notepad and TextEdit) offer encoding options when you save the file, so you’ll need to open up your resulting CSV file in the program of your choice (such as Notepad, for instance), then resave it using UTF-8, before importing.

Select the list you wish to add subscribers to from the “Lists & Subscribers”. Next, click the “Add Subscribers” button on the right sidebar.

Select the “Importing from a file” tab. Your subscribers must adhere to our strict permission policy. If you cannot adhere to the 3 list requirements on this page, you cannot import that list into your account. If your list does meet all requirements, check each requirement and click the “Proceed with the import” button.

Click the “Browse” button and browse to the location of the Subscriber text file on your computer or network. After you have selected the file, click the “Import these Subscribers” button.

If your file is in the correct format (.txt or .csv), you will be asked to match the columns in your file with your Subscriber List fields. You can even create new custom fields for your list for each column as you go. Once you’re done, click the “Next >” button.

If any errors were found in your file, you will be presented with the Subscriber Import Report, which displays all of the errors found and gives you the option of either fixing each invalid email address, or ignoring them. If you choose to fix them, you can do so from within your account.

What is a hard and soft bounce, and how do I reduce the number of emails that bounce?

A ‘bounce’ means that your email was sent to a specific address, but the mail server that received the email for that person has sent it back, saying it could not be delivered. There are quite a few different reasons that might happen, and we can divide them into two main categories.

A soft bounce is an email message that gets as far as the recipient’s mail server (it recognizes the address) but is bounced back undelivered before it gets to the intended recipient. A soft bounce might occur because the recipient’s mailbox is full, the server is down or swamped with messages, or the message is too large.

Soft bounces can also include things like auto-replies to your email.

Once an email has soft bounced 3 times without any trackable activity it will automatically be converted to a hard bounce and be removed from your list.

A hard bounce is an email message that has been returned to the sender and is permanently undeliverable. Causes include invalid addresses (domain name doesn’t exist, typos, changed address, etc.) or the email recipient’s mail server has blocked your server. Servers can sometimes interpret bounces differently, meaning a soft bounce on one server may be classified as a hard bounce on another.

Our email sending application automatically moves subscribers that hard bounce into a “Bounced Subscribers” category, so they don’t receive future campaigns.

As well as using the built in bounce handling features, here are some quick tips on ways you can reduce bounces even further:

  1. Keep your subscriber lists clean We will automatically remove invalid email addresses as you add them, but when new subscribers sign up via a subscribe form, they may enter the wrong address. Check each list for incorrectly formatted addresses, invalid domains and typos.
  2. Use double opt-in: When creating a subscriber list, set it as double opt-in, allowing each address to be validated by the subscriber before it can be added to your list.
  3. Monitor Delivery Rates By Domain: Track your open and bounces rates by major domain, such as AOL, Hotmail, Yahoo, Earthlink and others. If one is significantly different than the others, or your experience a sudden change, your campaign may be getting caught by spam filters.
  4. Test Your Emails: Prior to sending your campaign to your entire list, send a test to yourself and others. Make sure you try and include all the major types of email clients used by members of your list when testing.