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

Support Channels:

• Email: [email protected]

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';

Feature Requests & Feedback

How to Submit Feedback

1. Feature Requests: [email protected]

2. Bug Reports: Include:

   • Steps to reproduce

   • Expected behavior

   • Actual behavior

   • Screenshots if applicable

   • Browser/OS information

Roadmap Items

Coming Soon:

• Advanced automation workflows

• Enhanced personalization

• SMS marketing integration

• AI content suggestions

• Advanced segmentation

Recently Released:

• Drag & drop editor v2

• Campaign templates library

• Real-time analytics

• Multi-language support

• GDPR compliance tools

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