What happened: Templates or mailings disappeared after deleting a database, query, or contact list.

When you delete a database, query, or contact list, you'll see two options:

• Delete the queries and all associated items — Permanently removes the database and everything connected to it, including templates and reports. You won't be able to recover tracking information for mailings sent to this query.
• Do not delete — Cancels the deletion.

What to know:

If you chose to delete all associated items, the system removes everything linked to that data source. To keep your templates, reassign them to a different contact source before deleting. Check the Templates tab to see which templates are linked to the query or database you're removing.

This applies to databases, queries, and contact lists. Once deleted, you can't restore the database or its associated assets. Many users accidentally delete items without realizing the full impact, and deletion history isn't available in the interface.

What's happening: You're trying to send a test email and getting an error message.

This error appears when the Relational Table (RT) query name in your content block contains an apostrophe (') or other unsupported characters.

How to fix it:

1. Check the RT query name in your template
2. Remove any apostrophes (') or special characters from the name
3. Add the corrected RT query name back to your content block in Message Composer
4. Try the Test Send again — your email should send successfully

Remember: Use naming conventions without special characters for all RT query names to avoid processing issues.

What happens: Recipients click a Forward-to-Friend link and can add comments through the web form.

The forwarded email will display differently depending on which template type you're using:

• Classic Email Templates: Forwarded recipients see both the sender's comment and the original message
• Message Composer Templates: Forwarded recipients see only the original message — the sender's comment isn't included

Your options:

• Want to include sender comments? Use Classic Email Templates
• Don't need sender comments? Use Message Composer Templates
• Prefer no forwarding comments at all? Disable the Forward-to-Friend feature for Message Composer emails

What's happening: Your automated mailing is delayed or timing out.

Large email sizes can cause delays or timeouts when automating mailings in an Automated Message Group. This is expected behavior with very large emails.

Next steps:

If the issue continues, contact Support and provide:

• Mailing Template ID and Automated Message Group Name
• Any error messages or screenshots
• A HAR file if available (this helps review network activity)

What's happening: Message Composer is flagging issues with your HTML links.

Common errors include missing link names, invalid link types, or missing unsubscribe links.

How to fix it:

1. Check Link Manager — Make sure all links exist there
2. Replace <area> tags — Convert to <a> tags with href, target="_blank", and name attributes

3. Add missing link names:

   <a name="ExampleLink" href="https://www.example.com" target="_blank">Click here</a>

4. Add unsubscribe link if required:

   <a href="#LPWEBFORMOPTOUT" name="Unsubscribe">Unsubscribe here</a>

5. Test — Save your template, then go to Review & Send

Result: This fixes validation errors and ensures your email displays correctly across all email clients.

What's happening: You're getting an error when trying to work with your email template.

This error usually occurs when a link name in your email template exceeds Acoustic's 256-character limit.

Example:

A link named "Text Link 123456789 Important Announcement Regarding Upcoming Product Release and Team Updates for Q4" exceeded the 256-character limit.

How to fix it:

1. Shorten the link name to 256 characters or fewer (e.g., 'Text Link 392157780')
2. Save the template under a new name
3. Send a sample email to confirm the error is resolved

What's happening: A section or content block in your email template became invalid.

This error occurs when a section contains invalid or missing values. It often happens if a content block was deleted but not all associated data was cleared, leaving the section corrupted.

How to fix it:

1. Remove the corrupted section
2. Add a new section to replace it

Why this happens:

• Incomplete deletion of content blocks
• Invalid or missing values in a section

Best practices to prevent this:

• Only create new sections when necessary (like adding relational tables or changing columns)
• Use drag-and-drop to place multiple content blocks in the same section instead of creating extra sections
• Keep templates simple and clean to improve performance and deliverability

If the error continues, contact Acoustic Support with the template name/ID, a screenshot of the error, and the steps you took before the issue appeared.

How it works:

When you use Transact BCC, the specified BCC email address is added to the BCC field of the SMTP message. This ensures a discreet copy of the email goes to the BCC recipient.

Important: Acoustic doesn't store or track BCC addresses within the platform.

Tracking BCC activity:

You can't view BCC activity or counts directly in the Campaign interface. To verify usage or get counts, contact Acoustic Support for the details you need.

What's happening: Instead of loading the editor, you see: "Message Composer is almost ready! Set up your navigation to get started!"

This can happen when:

• Opening the composer from an existing message
• Clicking "New Email" to create a new message

How to fix it:

1. Go to Settings → User Management → [Your Username] → Navigation Settings
2. Select "Use Message Composer as my default" if available
3. Save your changes
4. Refresh the page

If the issue persists, clear your browser cache and cookies, then try again.

The BCC settings and values are permanently removed.

Default BCC settings are restored, but you'll need to manually reconfigure values at the Org, Database, Query, and Contact List levels.

Only in specific scenarios, mainly in Classic Composer when you're using dynamic content. In New Composer, BCC isn't sent for Quick Test/Test Sends regardless of the settings.

What's happening: Contacts with blank values aren't seeing the content you expected. Instead, they see the default content.

Why this happens:

In Acoustic Campaign, a blank field is treated differently from a field with a value. When the system checks your rule (not equal to X), a blank value doesn't count as "not equal." Instead, it's ignored, and the system shows the default content.

Example:

• Field = 2 → Rule works, correct content shown
• Field = 1 → Rule doesn't apply
• Field = blank → Rule doesn't apply (default content shown)

How to fix it:

Update your dynamic content rule to include both conditions:

• Not equal to X AND Is blank

This way, contacts with blank values will be included in the rule instead of seeing default content.

Additional recommendations:

1. Clean up existing blanks
   • Use the New Values Report to find all blank records
   • Assign a default value (like 0 or "Unknown") to replace blanks
2. Prevent future blanks
   • Make the field required in your database so new records can't be saved without a value

Important: This behavior only occurs in the Classic Composer. The New Message Composer correctly handles blank values without this issue.

What's happening: You're getting error code IZE1002 when uploading a ZIP file.

This error typically appears when there's an issue with the images inside the ZIP file. The most common problem is a mismatch between the file extension and the actual file type.

How to fix it:

1. Inspect all image files in the ZIP folder
2. Make sure the file extension matches the actual file format (e.g., a .gif must be a real GIF file)
3. Correct any mislabeled files (e.g., change .gif → .ico if the file is actually an icon)
4. Re-zip the folder and upload again

Best practices:

• Always validate image file types before zipping
• Avoid renaming extensions manually unless you confirm the true format
• If the issue continues, generate a HAR file while uploading to identify problematic files

Short answer: No.

The Drag & Drop editor doesn't support <iframe> tags in email content. While the content may appear in the preview window, the editor hides iframe blocks during editing. This is because most email clients don't support iframes, and allowing them could cause rendering issues when emails are sent.

Best practice: Avoid using iframes in emails to ensure consistent display across all email clients.

What's happening: You're trying to send to an email address, but the part before the "@" (the local part) is blocked.

Why this happens:

Email prefixes like "marketing" in marketing@example.com are often blocked because email providers use them for monitoring. Sending to these addresses can increase the risk of spam complaints and affect deliverability.

How to fix it:

1. Go to Settings > Administration > Email Blocking > Local Prefix tab
2. Search for the local part of the email to confirm it's listed
3. If it's unlocked, you can remove it if safe
4. If it's locked, contact Acoustic Support for assistance

What you need to know:

The display of preheader text depends on the recipient's email client, not on Acoustic.

• Some providers (like Gmail) typically display preheader text beside or below the subject line
• Others (like Outlook) may not display it at all, or may prioritize other elements like "Click to view images"
• The length of text displayed also varies by client and device

Even if preheader text is set correctly in Acoustic, we can't guarantee how it will render in every inbox.

Workarounds and best practices:

• Place the preheader at the very top of the email body (invisible or styled subtly) to increase the chance it appears
• Keep it short (40–100 characters) and relevant
• Test across different inboxes before scheduling your campaign

Remember: Visibility isn't guaranteed, since rendering is controlled by the email client.

Yes — Acoustic integrates directly with Litmus for advanced email rendering previews.

Options for testing emails:

Acoustic built-in preview

In Message Composer, click Preview to see how your message will look in desktop and mobile layouts. This is a quick way to verify content, personalization, and responsive design.

Litmus integration

For detailed previews across multiple browsers, operating systems, and email clients (like Gmail, Outlook, iOS Mail), you need a Litmus account.

Acoustic Campaign integrates with Litmus:

1. Open your message in Acoustic
2. Select Preview → Litmus
3. Connect your Litmus account (trial or paid)

Once connected, you can view comprehensive rendering tests without leaving Acoustic.

What to know:

• Acoustic doesn't provide its own built-in, full multi-browser/device preview tool. Litmus is the supported solution for that functionality.
• A Litmus subscription is required for ongoing use

What's happening: You cancelled and re-scheduled a throttled email and want to confirm it's sending as expected.

How to verify throttled sends:

1. Log in as an organization admin
2. Go to Settings → Activity Reports → System Activity → Active Mailings
3. Locate the mailing by Mailing ID
4. Check the throttling details:
   • Mailing status (In progress / Completed)
   • Current throttling rate (for example, 2,000 per hour)
   • Remaining audience size

Note: Always verify throttling under System Activity if you're unsure about whether a cancelled/rescheduled mailing is processing. If you need help, reach out to Acoustic Support.