Help & Support

Get help with Email Marketing issues and find answers to common questions

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:

Go to Sending Domains
Add your domain
Add DNS records to your provider
Wait for verification (usually < 1 hour)
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
john@example.com,John,Doe,Value1
jane@example.com,Jane,Smith,Value2

Use UTF-8 encoding
Include email header
Remove special characters
Check for duplicate emails

Contacts not receiving emails

Possible causes:

Suppressed: Check suppression list
Bounced: Review bounce status
Unsubscribed: Verify subscription status
Invalid email: Check email format
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

Documentation Search: Use search bar above
Video Tutorials: YouTube Channel
Blog Resources: mailtrap.io/blog
API Reference: API Docs

Contact Support

If you can’t find the answer you need in our documentation or something doesn’t work as expected, feel free to contact our support team and speak with an agent, we’re here to help.

If the information provided (including AI responses) doesn’t fully resolve your question or your case requires a closer look, our team can review your setup and assist further.

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

From your Mailtrap account

Log in to your account here.
Go to the Help Center > Get Help
Click Start conversation.

Email us at 📧 support@mailtrap.io

Whether you need technical assistance, help troubleshooting UI or account-specific issues, 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@example.com">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:

Use the feedback widget located on the right-hand side of the page to rate the article:
Provide specific feedback describing what should be corrected, clarified, or expanded