Help & Support

Find answers to common questions and troubleshoot issues with Email Marketing. Get help with campaign creation, contact management, analytics, and more.

Campaign Creation Issues

Domain not verified

Problem: Can't send campaigns without verified domain Solution:

1. Go to Sending Domains

2. Add your domain

3. Add DNS records to your provider

4. Wait for verification (usually < 1 hour)

5. Check verification status

Template not saving

Problem: Changes to email template lost Solution:

• Click "Save" before navigating away

• Check for HTML validation errors

• Ensure template size < 100KB

• Clear browser cache if persistent

Images not displaying

Problem: Images broken in preview/sent emails Solution:

• Use absolute URLs for images

• Host images on reliable CDN

• Check image file size (< 1MB recommended)

• Verify image format (JPG, PNG, GIF)

Contact Management Issues

Import failures

Problem: CSV import not working Solution:

email,first_name,last_name,custom_field
[email protected],John,Doe,Value1
[email protected],Jane,Smith,Value2

• Use UTF-8 encoding

• Include email header

• Remove special characters

• Check for duplicate emails

Contacts not receiving emails

Possible causes:

1. Suppressed: Check suppression list

2. Bounced: Review bounce status

3. Unsubscribed: Verify subscription status

4. Invalid email: Check email format

5. Segment exclusion: Review segment criteria

Delivery Issues

Low open rates

Troubleshooting checklist:

• ✓ Subject line optimization

• ✓ Sender name recognition

• ✓ Send time optimization

• ✓ List quality check

• ✓ Spam score review

High bounce rate

Common causes & fixes:

Bounce Type	Cause	Solution
Hard bounce	Invalid email	Remove from list
Soft bounce	Mailbox full	Retry later
Block	Spam filters	Improve content
Technical	Server issue	Contact support

Spam complaints

Prevention strategies:

• Use double opt-in

• Clear unsubscribe link

• Relevant content only

• Consistent sending frequency

• Honor preferences immediately

Getting Help

Self-Service Options

1. Documentation Search: Use search bar above

2. Video Tutorials: YouTube Channel

3. Blog Resources: mailtrap.io/blog

4. API Reference: API Docs

Contact Support

If you can’t find the answer you need in our documentation and would like to contact support and speak with an agent, we’re here to help.

You can get in touch with the Mailtrap Support team using one of the following ways:

• From your Mailtrap account

1. Log in to your account here.

2. Go to the Help Center > Get Help

3. Click Start conversation.

• Email us at 📧 [email protected]

Whether you need technical assistance, help troubleshooting an issue, or simply want to talk to customer support, our team will be happy to assist you.

Quick Solutions

Campaign Issues

Schedule campaign not sending

// Check schedule settings
{
  "scheduled_for": "2024-01-15T10:00:00Z",
  "timezone": "America/New_York",
  "status": "scheduled"
}

• Verify time zone settings

• Check for past dates

• Confirm campaign approved

• Review sending limits

A/B test not working

Requirements for A/B testing:

• Minimum 1,000 recipients

• Test percentage 10-50%

• Single variable change

• Sufficient test duration

Analytics Problems

Stats not updating

• Wait time: Allow 5-10 minutes

• Cache: Clear browser cache

• Filters: Check date range

• Timezone: Verify settings

Click tracking not working

<!-- Ensure links are properly formatted -->
<a href="https://example.com/page">Click here</a>

<!-- Not tracked -->
<a href="javascript:void(0)">Click</a>
<a href="mailto:[email protected]">Email</a>

Best Practices

Campaign Optimization

• Subject Lines: 30-50 characters

• Preview Text: 35-90 characters

• Send Time: Tuesday-Thursday, 10 AM

• Frequency: 1-4 emails/month

• Segmentation: Target < 1000 per segment

List Management

• Regular list cleaning (quarterly)

• Re-engagement campaigns

• Sunset policy for inactives

• Double opt-in for new subscribers

• Preference center implementation

Content Guidelines

• Mobile-first design

• Clear CTA above fold

• Alt text for images

• Plain text version

• Accessibility compliance

Debugging Tools

Email Testing Checklist

- [ ] Preview in major clients
- [ ] Test all links
- [ ] Verify personalization
- [ ] Check spam score
- [ ] Test on mobile devices
- [ ] Verify unsubscribe link
- [ ] Review footer compliance
- [ ] Test dynamic content

Campaign Diagnostics

-- Check campaign performance
SELECT
  sent_count,
  delivered_count,
  open_count,
  click_count,
  bounce_count,
  unsubscribe_count
FROM campaigns
WHERE campaign_id = 'YOUR_CAMPAIGN_ID';

Feedback & suggestions

We welcome technical feedback and contributions that help us improve Mailtrap’s functionality and documentation. Please use the appropriate channel depending on the type of request.

Bug Reports

If you encounter a product issue or unexpected behavior, please Contact Support.

To help us investigate efficiently, include:

• A detailed description of the issue

• Exact reproduction steps

• Relevant stream, domain, sandbox, or account details

• Timestamps (including timezone)

• Screenshots or logs if available

Feature Requests

For product improvements or new feature proposals, use our Public Roadmap portal.

There you can:

• Submit a new feature request

• Upvote existing requests

• Subscribe to updates for specific requests

🔜The following enhancements are currently planned or in progress:

• Advanced automation workflows

• Enhanced personalization

• SMS marketing integration

• AI content suggestions

• Advanced segmentation

You can follow updates and release progress directly in Featurebase.

Documentation Improvements

If you identify unclear, incomplete, or outdated documentation:

1. Use the feedback widget located on the right-hand side of the page to rate the article:

2. Provide specific feedback describing what should be corrected, clarified, or expanded

This helps us continuously refine our docs.

GitHub & Technical Collaboration

For open-source projects, SDKs, or public repositories, join us on GitHub.

Training Resources

Getting Started

• Quick Start Guide

• Video Walkthrough

• Best Practices Guide

Advanced Topics

• Segmentation Strategies

• Automation Workflows

• Analytics Deep Dive

• Template Optimization

Webinars & Training

• Monthly product webinars

• On-demand training videos

• Custom training (Enterprise)

• Certification program

System Status

Check Service Status

• Status Page: status.mailtrap.io

• Planned Maintenance: Announced 48 hours ahead

• API Status: Separate monitoring

• Subscribe: Get status updates via email

Performance Metrics

• Email delivery: 99.9% uptime

• API availability: 99.95% uptime

• Average send time: < 2 seconds

• Support response: < 24 hours