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Learning Resources: FAQs E
Email
"My emails are getting filtered into the SPAM box...why?"
There are numerous reasons mail could be being blocked by a filter, be it message content or poor sending reputation. It’s always important to check for typos in the e-mail address before sending. if only sending a single e-mail. We verify all of our email with the latest security settings to ensure delivery however when sending preview emails these settings are not added (though we are working on getting it added), so it’s important to note that just because a preview doesn’t arrive it does not mean the actual message will not: try sending the message to yourself as if you were a contact for the full delivery test.
"What can I do to improve my messages delivery rates?"
Boost user engagement and use double opt in. You can keep your users engaged by continually sending them interesting, relevant, and above all useful messages twice a week. Also by verifying your contacts email addresses with double opt in you can be sure that you wont end up sending to any mailboxes that don’t exist.
"I sent a preview message to myself, but the merge fields and images aren't showing up. Why not?"
The preview message feature sends a stripped down version of the email. It will not include merge fields, images or attachments. If you would like to see exactly what the email will look like to your recipients, it's suggested that you add yourself to your contacts and send the email to yourself as if you were sending it to one of your contacts.
"Can I email to a rented/purchased list?"
Thanks to our friends over at MailChimp for answering this once and for all on behalf of the whole ESP industry: http://CanIUseAPurchasedEmailList.com/
"I want the "Send From" or "Reply To" Email address to display the contact owner's info. Can I use a merge field for this?"
You cannot use a merge field in either the "Send From" or "Reply To" fields. However, if you leave these fields blank, the contact owner's information will be automatically populated when the email goes out.
"My 'email opens' seem low. Is something wrong? Seems like my emails aren't getting delivered."
Email 'opens' are only trackable at around 50% (by ANY email marketing system, NOT just ours), so if you're showing a 25% open rate, you could actually be getting more like a 50% open rate. This is because the system can only track if an email gets opened if/when a special little 1-pixel graphic we have cleverly hidden in all our outgoing emails gets displayed by the receiver's email reader (Gmail, Yahoo, Outlook, etc..), and thus, pings our system to let us know that in fact the email was opened. Since roughly half of everyone currently reads their emails with "Graphics turned off" by default, only about half of all the people who actually open your emails will display the graphic, and in turn, let our system know that the email was opened.
"How do I use PURLs in my emails?"
Learn all about that here.
"How do I link PURLs to images in an email?"
You can do this, but you'll have to access the HTML of the email.
1. In the source HTML of the email find the <img > tag you want to link.
2. Surround it with <PURL_purl_name> and </PURL_purl_name> so the result would be <PURL_purl_name><img src='bla'></PURL_purl_name>
"Hey! Why did my home address show up at the bottom of my outgoing emails?!"
A physical address is legally required at the bottom of all your mass emails. If you don't fill out the business address in the settings section, we'll use the address you signed up with, which may be your home address.
"I sent an attachment with my email. Everyone got the email, but some/all my contacts said they didn't have an attachment. What happened?"
It's becoming more and more common for email attachments to get stripped off of emails due to security measures on incoming email servers. This being said, we REALLY do not recommend using email attachments. A much better method for getting files to your contacts is by hosting the file online (you can even use our file manager at no extra cost). You can then provide a download link within your email for your clients. If you ABSOLUTELY MUST use the attachment method instead of a download link, you really do not want to have the attachments be any larger than 3 MB, but download links are the best way to ensure your emails and files get delivered.
"Can I send from more than one email address?"
Yep. You can send from as many as you'd like. Go crazy.
"When I hit enter on the editor, it creates a double space. What gives?"
By default, hitting enter will create a double space in your emails as its typically the standard to double-space your emails. In order to insert a single space between lines, hold the Shift key while you click Enter.
"Why are the links in my email not working for some of my clients?"
When emails are sent from our system two versions are sent, one is the "HTML" version while the other is the "Plain Text" version. "But the HTML version looks so much better with pictures etc. why doesn't everyone just get that one?". The reason why the HTML version doesn't end up in everyone's inbox has to do with their email service provider, as well as their email client settings, also if the message ends up in spam, more times then not it will show up as the "Plain Text" version of the message. The best way to avoid non-working links and images is to make sure when creating a message you pay attention to the "Plain Text" version once you're done with the HTML version, because the system will try and copy any and all information it can from the HTML but things like hyperlinks and images won't translate, so you'll need to make sure you add the actual URL to the plain text. For example:
HTML Version:
Click [here] for my website!
Plain Text Version:
Click this link: www.mysite.com for my website!
This will ensure that they can copy and paste the URL into their internet browser's navigation bar and visit your site without issue.
"Do e-mail opens track to 'Last Activity'?"
Short answer: No, they don't. Another thing to keep in mind is that E-mail opens can only be tracked to about 40-50% accuracy so you will typically have twice as many opens as displayed in your tracker.
Now that I pointed my DNS to moon-ray, how can I get Email from the domain?
Once you point the DNS to NS1.moon-ray.com and NS2.moon-ray.com, you can call the domain provider and ask for instructions to change the MX Records, once you get these instructions contact us in support and tell us you need to setup an email on a domain you pointed to our nameservers. We will take care of the rest once you provide the instructions of changing MX records from your Domain Provider.
What does "Send Out Name" mean in the email editor?
Send Out Name is the name that shows up next to the sender email address. It usually shows in quotes or parentheses when looking at your inbox. For example, in Gmail, your inbox typically just shows the name of the person who sent you an email (as opposed to the actual email address that sent it to you). This is the send out name.
Which IP do I mail from?
All of them. We mail from our public IP pool in a round robin fashion, so if you were to send a message to 9 recipients, each contact would get a message from a different IP.
What IPs do you mail from?
We mail from a public pool of 9 IPs (as of 2/14/2011), each of them listed below.
72.52.146.34 moon-ray.com
67.227.129.107 mail1.moon-ray.com
67.227.129.113 mail2.moon-ray.com
72.52.147.173 mail3.moon-ray.com
72.52.147.247 mail4.moon-ray.com
209.237.229.162 mail5.moon-ray.com
209.237.229.163 mail6.moon-ray.com
209.237.229.164 mail7.moon-ray.com
209.237.229.165 mail8.moon-ray.com
"I want a private IP, am I eligible?"
We have a minimum monthly mail volume requirement of 300,000 messages per month alongside some other engagement metrics determined in the IP screening. Contact support for more details.
"Why would I want a private IP?"
Using a private IP lets you distinguish your own sending reputation rather then sharing it with all of our customers on our public IP. Our public IPs do have a high standard for delivery but some customers prefer the private IP route, especially those sending high volumes of mail.
"Do the bounce and complaint rules still apply to private IP customers?"
Yes, the bounce and complaint rules are still applicable for our private IP customers. .4% complaint rate and a maximum of 10% bounced.
"How much do private IPs cost?"
There is a $499 setup fee and a monthly fee of $399 per ip/500k emails.
"I’ve just received an abuse warning, is my account going to be shut down?"
No (well maybe), it is a very good idea to contact our abusedesk by emailing abusedesk@sendpepper.com to ensure that no delivery problems persist.
"When I send e-mails from within the system and then hover over any of the links they are being redirected to pep.rs/randomnumber here. Why?"
Thats our tracking server! Without that we would not be able to tell when contacts open an email or click a link
Can I use CSS in my emails?
This is a tricky one. The answer is...kinda. Most email clients don't support a lot of the features of CSS. Here's a quick reference guide to what CSS styling is going to work in which email client.
http://www.campaignmonitor.com/css/
What file formats do you support for images?
We support all three of the "web safe" formats (or formats that should be safe across all browsers and all operating systems. They are jpg and png.
How many hard bounces/complaints can I get before being kicked off of the system?.
It’s different for each account, we judge complaints based on the complaint rate (the percentage of complaints you get vs the total number of sends).
Our Maximum allowable complaint rate is .4% at which we offer a warning and any necessary education to ensure happy recipients.
I’m nearing my monthly allotment of e-mails, once I hit the cap will my account be locked out?
No, but we will bill you at the end of the month for any e-mail overages at standard rates, if you routinely go over, contact customer support to see if we can save you money by putting your account on a larger scale sending plan.
When I send e-mails from within the system and then hover over any of the links they are being redirected to pep.rs/randomnumber here. Why?
Pep.rs is used as our tracking domain. As your emails are sent from the system we create a unique link for each hyperlink you put into an email. Your contacts then hit the unique tracking link (pep.rs/numberhere) which registers a link click and are then immediately forwarded to the website you linked them to, none the wiser.
Are your emails “signed” to ensure good delivery, if so how?
We verify all outgoing mail using DKIM, domain keys, and SPF records as one of our many methods to get your mail delivered to the inbox.
I’ve read some documents on good email delivery practices and all of them talk about Feed Back Loops. Do you subscribe to and manage these?
Yes, each of our public (and private) IPs is subscribed to each of the major ISPs feedbackloops. We parse all complaints and unsubscribe contacts to ensure the best delivery for our customers.
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