What information do I need when I open a Transact case
When you open a Transact case with our support team, provide this information to help resolve the problem.
Information to include in every case
- Organization name as it appears in Acoustic Campaign.
- Go to your high-level settings to view your pod.
Information to include for SMTP issues
- X-header or IP address
Information to include for XML issues
- XML code
What information should I include for automated message or transactional message group issues?
- Name of the message group
- Group ID
- Status (active or inactive)
- IP address that you send from (from Organization Security Settings)
- Email template information:
- Location (Shared, Private, within a folder in Shared or Private)
- Contact source information:
- Location - Shared, private, within a folder in Shared or Private
- Type - database (Single or Double), relational table, contact list, suppression list, seed list, or test list
Why do I see "access not allowed to application for this IP ###.###.###.###" when I try to access my organization's Transact account?
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.
Wait about 10 to 20 minutes for updates to propagate through the system.
Alert: Transact Orgs require that the IP address is defined in the security settings for the organization
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.
Why are my submissions declined due to IP address after I added the IP range?
Because Transact does not use a user name and password for authentication, the use of IP restrictions is more stringent and the functions that surround the IP range are not available.
Each specific IP address that is submitted to the Transact servers needs to be individually entered. If you enter an IP range, only the first address within the range is accepted.
Why is the Transact trigger option disabled?
The Transact trigger option is displayed when the database that is 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.
Why is the Transact SPOP field blank?
Typically, when you look at the Transact list in the browser interface, the SPOP field appears to be empty. You must add at least one custom field to your database for Transact to work properly. This field is usually the SPOP field.
You don't need to add any data to this field. Transact uses this field only to identify the database as a flexible Transact database.
Note Each Transact contact is assigned a negative recipient ID, which is used as the unique identifier.
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 message 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
The Invalid email address error message displays in the XML response and the email fails to send.
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.