Before you open a Transact case with the support

When you open a Transact case with our support team, provide this information to help resolve the problem:

• Organization name as it appears in Campaign.
• Go to your high-level settings to view your pod.
• User name
• X-header or IP address (for SMTP issues)
• XML code (for XML issues)

For automated message or transactional message group, include:

• Name of the message group
• Group ID
• Status (active or inactive)
• Schedule
• IP address that you send from (from organization security settings)
• Email template information:
  • Name
  • ID
  • Location – Shared, Private, within a folder
• Contact source information:
  • Name
  • ID
  • Location – Shared, Private, within a folder
  • Type – database (single or double), relational table, contact list, suppression list, seed list, or test list

How to check if Transact is enabled?

An organization name followed by a T indicates a Transact organization.

1. Log in with organization administrator access.
2. Click the name of the organization.
3. Expand Organization settings.
4. You'll see Enable Transact product field, marked Yes or No, which indicates whether Transact is enabled or disabled.

Can I reuse a canceled Transact Campaign ID?

No. You'll have to create and activate a new campaign and enter the new campaign ID in your XML code. This will replace the canceled campaign ID.

Why is the Transact trigger option disabled?

The Transact trigger option displays when the database associated with the transactional message group campaign is a restricted database and the SPOP field is the unique identifier.

Create a Transact-enabled database to use with your Transact campaigns.

Note: After you create the database, the unique identifier cannot be edited or changed. If you want a different unique identifier, you must create another Transact database.

Can I search the history of transactional messages?

The best way to search the history of transactional messages sent is to use the BulkExport (BeX) or the RawRecipientDataExport (RRDE) API call to export the metrics and store them elsewhere for lookup.

Does Acoustic store Transact emails which might include PII data?

When you send a Transact XML payload, that payload contains special personalization tags. If you choose not to include the tags “Save_Columns”, then no PII data is saved to the Transact database EXCEPT the email address which is needed for reporting purposes.

Is it possible to set custom headers for Transact?

Currently, it is not possible to set custom email headers for either Campaign or Transact.

What is the size of my Transact email?

Transactional message groups do not display the size of templates. However, you can perform a test send of an existing template and view its size afterward by navigating to Content > Sent.

What happens to OAuth authentication during downtime?

OAuth authentication during downtime depends on whether the access tokens are new or if they currently exist and have been validated.

Note: IP authentication will always work in downtime.

Existing access tokens

If Transact XML (HTTP) is in downtime, such as during a release, valid OAuth access tokens will authenticate as they should.

New access tokens

New access tokens cannot be generated during downtime. This is true for both completely new access tokens, as well as tokens generated due to expiration during the downtime window.

Subject line sends emails to a wrong message group

If Transact sends the email to the wrong message group, try the following steps to resolve the problem.

If you have two Transact groups that both use subject line and from address matching, your messages might be sent to the wrong message group.

For example, the subject line for the first message group says This is my Subject 1. The subject line for the second message group says This is my Subject 12. Also, both emails use the same from address. As a result, the email that is intended for the second message group (with the second subject line) is sent to the first message group.

To resolve this issue, make your subject lines different for the different message groups.

Transact doesn't recognize a transactional message group

If Transact doesn't recognize the message group, try the following steps to resolve the problem.

1. Check that there are no spellings mistakes in messages, the transactional message group, within the x-header (for Transact SMTP), or in the IP address. If you don't use the x-header to associate the messages with a transactional message group, check for misspellings in the from name, from address, or reply address.
2. Verify that the header information specified in the configuration request is accurate.
3. Email headers in the sent email don't adopt dynamic information from the originating email. This error indicates that a message header is formed improperly and Transact doesn't recognize it. Verify that the message and email template have the correct information in the personalized header section, as shown in the following example:

%%FROM_ADDRESS%%
%%REPLY_ADDRESS%%

Error: Bad transactional message group ID

This error indicates that the transactional message group was not set up properly in Campaign.

1. Make sure that the transactional message group is the correct type.
2. Make sure that the email is not automated and is assigned to the transactional message group.
3. If you recently set up the transactional message group, Transact might not be fully synchronized with Campaign.

Transact doesn't send emails

If your email is not sent, try the following steps to resolve the problem:

1. Check that there are no spellings mistakes in messages, the transactional message group, within the x-header (for Transact SMTP), or in the IP address. If you don't use the x-header to associate the messages with a transactional message group, check for misspellings in the from name, from address, or reply address.
2. Send a message from your SMTP server to a Gmail account. Review the email headers and Campaign transactional message group settings for the following items:
   
   1. Verify the originating IP, which is listed in Settings > Org admin > Security settings. This area of Campaign requires you to have organization administrator permissions.
   2. Verify that the transactional message group was set up.
   3. Confirm that the transactional message group has a email template that is active and automated.
   4. Review and confirm that all from address and subject lines match the email template.
   5. Verify that the template is set up for the body type you are sending.
   6. Confirm that content character and transfer encoding is correct.
   7. Check the transactional message group list and confirm whether the email name is being added.

Transact doesn't work as expected but no errors display

If you are not receiving notification of errors, make sure that a notify email address was set and is correct. If Transact does not show error notifications, but operation is not as expected (for example, it fails to deliver email), contact support.

Text as HTML message format displays not as expected

The conversion of messages that are submitted as text but sent in HTML format requires formatting mechanisms to recognize the need for line breaks and spaces. See the example for text in an HTML body.

Transact message shows no content

If your email message has no content, try the following steps to resolve the problem.

• If you specify HTML, you must submit HTML so that the server can recognize the content.
• If you specify text, you must submit text so that the server can recognize the content.
• If the email shows %%INBOUND_HTML%% rather than an email body, it indicates that the template was not set up for the email body type. Verify that the HTML body has the proper body tags, such as: <html><body>%%INBOUND_HTML%%</html></body>
• Verify that encoding on the originating message is correct (7-bit encoding).

Error: Access not allowed to application for this IP

If you receive the error access not allowed to application for this IP ###.###.###.###, you need to add your IP address to the Transact security settings.

An organization administrator needs to add the IP address by navigating to the Security settings > Access restrictions and add the IP address.

Alert: Transact requires that the IP address is defined in the security settings

Transact requires that the IP address is defined in the security settings for the organization. If you do test sends from a development environment, make sure that its IP address is defined in the security settings Access Restrictions section.

This setting also applies to your production environment. If you use an automated script to make a Transact call, you might not see this alert until the next time you check the script.

Submissions declined due to IP address after adding the IP range

Transact doesn't use a user name and password for authentication, which is why the use of IP restrictions is more stringent and the functions surrounding the IP range are unavailable.

You need to enter each specific IP address submitted to the Transact servers individually. If you enter an IP range, only the first address within the range is accepted.

Recipient details disappear from the Transact list

Transact removes some recipient details after a period of time to make database management easier.

The timeline for removal of data are:

• Recipient level detail: List data becomes unavailable after 60 days.
• Aggregate level detail: Campaign detail remains available from the reports.
• Saving recipient level detail: To keep recipient level detail after 60 days, export this data to another system.

Transact XML questions and troubleshooting

Can I use more than one Campaign ID with Transact XML?

No. You can only use one Campaign ID in an HTTP submission file or an FTP batch file. Transact can only send one transactional mailing per session, therefore only one campaign can be used per XML submission.

What version of the HTTP protocol do XML API and Transact XML work with?

To have the most widespread compatibility, XML API and XML Transact work with HTTP 1.1. If you notice that responses returned by Acoustic Campaign Automation / Transact has broken XML or out of place characters, check that you are not using HTTP 1.0 to make your requests.

Transact SMTP troubleshooting

Transact SMTP doesn't recognize IP address

Transact SMTP recognizes only IP addresses that you specify in User settings when you create a transactional message group. IP-level validation is used for security.

Possible causes of IP address errors are:

• An organization might be attempting to send requests without configuring the correct IP address.
• Your system changed its sending IP address.
• Permitted IP addresses might not have synced with Campaign yet.

Troubleshooting Transact BCC errors

The following BCC errors can occur when you send Transact messages: 

BCC not allowed for this campaign

If your organization doesn’t have the BCC enabled, the email fails.

If you see the Invalid BCC email address error message, contact our support team. You can reach them via email at Help.AcousticID@acoustic.com or at the following phone numbers:

• United States: +1 866-820-5136
• United Kingdom +44 808 169 2385

The invalid BCC email address error displays in the XML response and the email fails to send

This error can result when multiple BCC email addresses are provided within a single tag.

If there are multiple BCC email addresses, include only one BCC email address in the XML request.

Invalid email address

This error can result when either the recipient email address or the BCC email address is invalid.

Verify the addresses and enter the correct email address.