As referenced, please find all of the necessary links below. They are listed in order as mentioned in the Welcome video. Marketo Support Portal: https://nation.marketo.com/t5/Product-Blogs/How-to-Use-the-Support-Portal/ba-p/297884 Adobe Help Center: https://helpx.adobe.com/support.html Adobe Community: https://community.adobe.com/ Marketo Engage Support: https://nation.marketo.com/t5/Support/ct-p/Support Marketo Community (you're in it!): https://nation.marketo.com/ Magento Help Center: https://support.magento.com/ Adobe Status Page: https://status.adobe.com/
Adobe Digital Learning: https://learning.adobe.com/ Adobe How-Tos: https://experienceleague.adobe.com/#quick-how-tos Adobe Developer Docs: https://www.adobe.io/ Marketo University: https://nation.marketo.com/t5/Marketo-University/ct-p/marketo-university Marketo Product Docs: https://docs.marketo.com/ Marketo Developer Docs: https://developers.marketo.com/
Issue You want to set up a DKIM key on one of your domains or subdomains, but another service has a DKIM key already set up on the selector/domain combo.
Solution There are two approaches that can be taken here:
The first is to get copies of the public and private key that are in use by the other service and provide that to our Support team. We will partner with our Deliverability team to work to process the request to have these keys copied into Marketo, so that both services use the same key.
The second option is to have a custom DKIM selector implemented. For example, there is already a DKIM key set up on m1._domainkey.unicorn.com. We can set up a key for m2._domainkey.unicorn.com or another custom value in place of m1. Let Support know what value you'd like to use for your custom selector and we will partner with our Deliverability team to implement the request. Afterwards, you'll be able to set up DKIM as detailed in documentation: https://docs.marketo.com/display/public/DOCS/Set+up+a+Custom+DKIM+Signature Once the request has been submitted, please allow 3-5 business days for Marketo to process the request. Marketo's Support team will contact you when the request has been completed.
Full Details of all Marketo Support Offerings:
Support Levels Offered Service Level Response Targets
https://support.marketo.com : Online Support Portal for Case management and Knowledgebase search
firstname.lastname@example.org : Email to Case Submission
email@example.com : Contact Support management regarding Support services
firstname.lastname@example.org : Questions regarding Support or Community access
Regional Contact Information
Hours: M-F, 6am to 6pm Pacific
Toll Free US: +1 877 270 6586
Direct: +1 650 376 2303
New Year's Day
Thanksgiving Day and the Day After
New Year's Eve
Europe, Middle East, & Africa:
Hours: M-F, 8am to 5pm GMT
Europe: +353 (0)1 511 9556
UK: 0800 151 3030
English, French, German, Portuguese
New Year's Day
St. Stephen's Day
Hours: M-F, 9am to 6pm AET
ANZ: +61 2 8310 7646
New Year's Day ANZAC Day
Christmas Day Good Friday
Easter Monday Boxing Day
Hours: M-F, 9am to 6pm JST
New Year's Holiday Marine Day
Coming of Age Day Respect for Senior Citizens Day
National Founding Day National Holiday
Spring Equinox Day Autumnal Equinox Day
Day of Showa Sports Day
Constitution Memorial Day Culture Day
Green Day Labor Thanksgiving Day
Children's Day Emperor's Birthday
Substitute Public Holiday Year End
After-hours Support for Production Down Issues:
Online: Enter a Support Portal Case with Priority=P1
Phone: Call Support Line and follow the P1 prompts
Initial Response SLT
We ask that you use the following priority definitions when setting your case priority:
Priority Description P1 Mission Critical: Core Business function down or potential loss of mission critical data P2 Urgent: Major feature or workflow is not functioning, mission critical workflow and majority of user community is not blocked P3 Important: Normal usability or task completion is impacted but functional or workaround is available P4 Minor: Minor issue requiring a correction, normal workflow is not impacted
Marketo offers a number of ways to contact Marketo Support directly for assistance from our different support regions.
Support Portal (https://support.marketo.com)
The Marketo Support Portal features a web form submission to submit support cases to Marketo Support. The form gives authorized support contacts the ability to provide details on the support issue that allows Marketo Support to efficiently and effectively assign your case to the best suited available support engineer.
Email to Case Submission
Authorized Support Contacts can email their cases to:
Reminder: Cases submitted by email are all submitted with a P3 Priority
Regional Phone Contact Information
Marketo does feature the tried and true means of contact support, by the phone. Authorized Support contacts with any support entitlement of Business level or higher can contact Marketo Support by calling one of the regional phone numbers listed below.
Region Contact Details Observed Holidays North America Hours: M-F, 6am to 6pm Pacific Toll Free US: +1 877 270 6586 Direct: +1 650 376 2303 Languages Supported: English, Spanish New Year's Eve and Day Independence Day Thanksgiving Day and the Day After Christmas Eve and Day Europe, Middle East, Africa
Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 511 9556 UK: 0800 151 3030
English, French, German, Portuguese
New Year's Eve and Day Easter Monday Christmas Eve and Day St. Stephen's Day Asia Pacific Hours: M-F, 9am to 6pm AET ANZ: +61 2 8310 7646 Language Supported: English
New Year's Day Good Friday Easter (following Monday) ANZAC Day Christmas Day Boxing Day
Japan Hours: M-F, 9am to 6pm JST JPN: +81 3 6478 6080 Language Supported: Japanese
New Year's Day Coming of Age Day National Foundation Day Emperor's Birthday Spring Equinox Showa Day Constitution Memorial Day Greenery Day Children's Day Marine Day Health and Sports Day Respect for the Aged day Fall Equinox Labor Thanksgiving Day
A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop in inbox delivery rates or overall delivery rates if the IPs or domains involved with sending email are listed on a blocklist.
Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When we are alerted to a listing we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved.
There are thousands of blocklists out there most will not have a significant impact on your delivery rates. Below we have compiled a list of the blpcklists that our customers most commonly encounter.
Tier 1 Blocklist
Impact: Spamhaus is the only blocklist that we categorize as a tier 1 for a reason: it has by far the greatest impact on delivery of all of the blocklists. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions.
How it works: Unlike many blocklists, Spamhaus lists senders manually. This means that they are proactively watching sender activity, collecting data, and basing the listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well.
Next steps: Our team monitors closely for Spamhaus listings. When we see a listing we immediately alert the customer and contact Spamhaus to start the remediation process. Listings last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem.
Tier 2 Blocklists
Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions but it makes it to the Tier 2 list because it can have a significant impact on B2B email campaigns.
How it works: SpamCop lists IPs for one of two reasons:
Either the email hit SpamCop spam trap addresses OR
A SpamCop user has reported the email unwanted.
Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer.
Next steps: SpamCop is a dynamic blocklist, listings typically resolve themselves within one business day. There is no action you will need to take to action the delisting with SpamCop, the Privacy Team researches every SpamCop listing and will request delistings when an alert is received that an IP is listed. If your email activity triggered a SpamCop listing it likely means that you have a list management problem that should be addressed.
Impact: Manitu is a German blocklist and has a wide footprint in Europe. Email senders with European audiences tend to encounter this blocklist most frequently. Manitu is not used by North American ISPs to inform blocklist decisions but if you’re sending to Europe a listing could be problematic.
How it works: Listings are automatically activated when a sender mails to a Manitu owned spam trap address.
Next steps: The Privacy Team researches and requests delisting when an alert is received that a Marketo IP is listed. By working with this blocklist the Privacy Team is usually able to identify the customer and let them know that email activity from their subscription triggered a listing. Because Manitu operates solely on the use of spam trap addresses, getting listed by Manitu is a clear indication that senders need to audit their mailing lists.
Tier 3 Blocklists
Impact: The impact of a listing at SORBS is very minimal.
How it works: SORBS uses several methods to identify potential spammers. Most of their lists use spam traps to identify problematic senders. But SORBS will also list a sender based on their own user complaints, if SORBS administrators have received spam from the sender, or if they identify other high-level sending behavior patterns characteristic of spammers.
Next steps: The Privacy Team monitors SORBS activity and makes delisting requests for Marketo IPs as necessary. Oftentimes, SORBS will refuse to delist within a certain timeframe based on the severity of the issue. Sometimes this can be up to several weeks.
Impact: The impact of a listing at UCEPROTECT is very minimal, though the blocklist has a greater footprint in Europe. The organization does not have a good reputation in the industry because they charge senders to request delisting.
How it works: UCEPROTECT lists IPs that send mail to their spam trap addresses.
Next steps: We ignore these listings because the only way to have them removed is to pay. The pay-to-delist model is not well respected in the email industry so UCEPROTECT has a very limited reach.
Some ISPs have their own blocklists that they use to inform blocking decisions. A few examples are Comcast and Verizon. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for this type of ISP specific blocklisting and the the Privacy Team works to resolve these as soon as possible. Usually blocks at Comcast and Verizon are resolved within less than 24 hours of a delisting request.
Blocklist Deep Dive
Abuse Report Deep Dive
What is a spamtrap, or spam trap, and why does it matter?
Blocklist resolution flowchart
Successful lead reconfirmation
What is a blocklist?
The Charter of Fundamental Rights of the European Union recognizes in Article 8 the right to the protection of personal data. This fundamental right is developed by the European legal framework on the protection of personal data consisting mainly of the Data Protection Directive and the ePrivacy Directive. They lay down several substantive provisions imposing obligations on the data controller and recognizing rights to the data subject, prescribing sanctions and appropriate remedies in cases of breach, and establishing enforcement mechanisms to make them effective.
Although strictly speaking it is data controllers who bear legal responsibility for complying with data protection rules, also those who design technical specifications and those who actually build or implement applications or operating systems bear some responsibility for the data protection aspects from a societal and ethical point of view.
The law applies to all Member States of the European Union. However, even websites outside the EU are required to comply with the law if they are targeting Member States. For example, a site based in the USA that sells products to consumers in the UK, or that has a French-language version of its site aimed at users in France, will still have to comply.
Anonymous cookies, those that do not contain information that would enable you to identify a user, do not infringe the law anonymity and therefore are not a problem.
The directive’s core requirement is to define how consumer’s "opt-in" or "opt-out" to cookies, and what level of information the consumer must be provided when cookies are used so they are sufficiently informed.
Support Browser Do Not Track Settings
Visits to web pages do not reflect actual activity
Setting an email to "operational" does the following
No unsubscribe link automatically added Email will be sent to leads set to Unsubscribed Email will be sent to leads set to Marketing Suspended
Note - when sending an operational message, Unsubscribed and Marketing Suspended leads will still be included in the "blocked from email" count on the schedule tab of the campaign.
When is it OK to use the operational setting?
Sending marketing email to unsubscribed addresses is illegal. For this reason, you should be extremely careful to only use this setting in extremely limited circumstances. Using this setting incorrectly violates Marketo's Terms of Service, and most antispam laws.
There may be legal consequences for using this setting incorrectly.
Good uses of the operational setting fall into two categories:
Transactional messages Relationship messages
What's a transactional message?
A transactional message is part of a transaction that a lead has initiated and you are responding to.
Here's some examples of transactional messages:
Receipts for purchases Registration confirmations Download links in response to form fill-outs Requested assets (whitepapers, spec sheets, etc.)
What's a relationship message?
A relationship message describes something that affects your business relationship with the lead.
Here's some examples of relationship messages:
Downtime notifications Changes to terms of service Recall notices End of service notifications
Operational messages should not contain any marketing content at all. In other words, do not use the operational setting to send a message that contains a receipt and a promotion, only a receipt.
Marketo Champions are customers who have demonstrated outstanding leadership in the Marketo Community, are experts in Marketo products, are avid contributors in the social world, and are loyal advocates of the Marketo brand. Benefits and perks our Champions receive include:
Access: Meetings with our product and marketing teams to give exclusive feedback Previews: Given early previews to products, features, and releases when available Publicity: Exclusive speaking opportunities at our annual Marketo Summit and other events Networking: Special networking events with Marketo executives and fellow Champions and semi-annual conference calls Ownership: Ownership of content and exclusive activities at our annual Marketo Summit that showcase your expertise and thought leadership Credibility: Special Champion badge on Marketo Community profiles, and profiled on Marketo's corporate website Sweet Swag: Champion-exclusive swag
To find out more information and apply, click here. To view a complete list of current Champions, click here. Join the Marketo Elite Today!
Issue You had an email send and are now seeing in an Email Performance Report that there are Pending emails, a few hours after initiating the program/campaign.
Solution "Pending" generally means that Marketo is attempting to deliver a message. Marketo will try to send a message, but can receive a temporary bounce (essentially "Thanks, try again later"). When that happens, the mail status is set to pending while we retry. We will try to send the message several times over the next 24 hours (36 to AOL) before we accept that the message will not be delivered and change the status to "bounced". Occasionally, other Marketo server issues can cause emails to be stuck in Pending. If all the emails in Pending are from consumer email addresses, such as Yahoo, Hotmail, or QQ.com, then we are probably just waiting for the receiving server to accept the message. However, if the pending emails are to a variety of different business domains, please contact Marketo support and we can investigate.
Issue If your IT department or a client asks for your Marketo dedicated sending IP address in order to whitelist your marketing emails, here is how you can find it.
Solution Your Marketo instance's dedicated IP address can be found by sending yourself a live version of one of your Marketo emails, then checking the message headers for the IP address that it was sent from. It should also be included in the original documentation that Marketo's deliverability team would have provided you when the dedicated IP was set up. If you are unable to locate the IP address in the emails, or are unable to find your original documentation, please reach out to Marketo Support and we can look it up for you.
Who This Solution Applies To Customers with a dedicated sending IP
Issue A lead has an Unsubscribe activity logged in their activity history, but they continue to receive emails after the Unsubscribe.
Solution An Unsubscribe activity is logged when the lead clicks the system Unsubscribe link embedded in a Marketo email. However, if that link takes them to a Preference Center that allows them to select from multiple options, they may not choose the full unsubscribe option and may continue to receive selected emails.
To confirm if this is the case, find the Unsubscribe activity in their activity log and double-click on the activity to open it. This will show you the choices they selected in the email preferences form. In the example below, the lead did not fully unsubscribe, they only chose to unsubscribe from specific content. Since they did not choose the global unsubscribe, they will continue to receive some emails.
Issue General recommendations for managing and improving deliverability to China.
Solution If you are looking for general recommendations around delivering to China, here are some resources both from our Community and external sources.
Navigating email delivery into China Golden Shield Project overview Sampi China Email Marketing and Chinese Anti-Spam Laws Summary English language version of the Measures for Administration of Email Service on Internet Lehman, Lee & Xu English language version of the Measures for the Administration of Internet E-mail Services 2006
!!EASTER EGG!! The ball with the Marketo logo in the upper-left corner of the screen is your Superball. Here's a quick trick to make it bounce like it did when you first got into your Marketo instance:
Hold down Ctrl (Command for Macs) + Shift, then hit the 's' key.
Issue You see a record in the database has something similar to the following Email Suspended Cause:
"554- Your access to this mail system has been rejected due to the sending MTA's poor reputation. If you believe that this failure is in error, please contact the intended recipient via alternate means."
Solution The 554 error is generated by a hard bounce due to a spam block. It is possible that one of the sending IP addresses used may have been on a temporary blacklist the day of the attempted send. This happens while using shared IPs when another Marketo instance using the same IP hits a spam trap, putting the IP on a blacklist for 24 hours. This error can also happen to users on a dedicated IP if they hit a spam trap with one of their email sends.
Issue Issue Description How to add a seed list in a batch Smart Campaign or Email Program.
Solution Issue Resolution Import the seed list addresses into an appropriately-named static list
Add a filter in the Program/Campaign Smart List to include the static list.
The trick will be to make sure the filter logic is correct. Advanced Logic may need to be used in the Smart List of the Program/Campaign.
For example, if there's a sending campaign with 5 filters to send to an audience
1 AND 2 AND 3 AND (4 OR 5)
then you will want to use Advanced Logic and put parentheses around the original filter set
(1 AND 2 AND 3 AND (4 OR 5))
and add the seed list outside the parentheses with OR logic
(1 AND 2 AND 3 AND (4 OR 5)) OR 6
In that advanced logic, the original intended membership (1 through 5) exist within its own set of parentheses and the Seed List is included in addition (OR 6).
Issue You would like to understand the difference between "Send email" and "Delivered email" activity.
Solution Send email activity confirms that the email which you have sent has been dispatched from Marketo to be delivered.
Delivered email activity is recorded when the recipient email server responds that the email has been accepted for delivery.
Delivered email activity doesn't actually mean that email has been delivered to lead's email inbox. For more information on what happens to the email once it reaches the recipient email server, check out this blog post: https://nation.marketo.com/community/support_solutions/blog/2016/02/26/between-the-delivery-and-the-inbox-what-happens.
Issue You want to recall emails sent from your Marketo instance.
Solution Once an email has been sent from Marketo Servers it cannot be recalled or pulled back. You can cancel a program before it sends at its scheduled time using the steps here:
The above cancellation only works on Email Programs. If you are wanting to cancel a smart campaign follow these instructions:
Note: A smart campaign will only stop what hasn't been run yet. If you already had 100 emails sent by the time you cancel it, those 100 emails cannot be unsent.
You may see in your Outlook an option for "Recall Email." This function within Outlook only works with internal sends/private systems where the client can request the server revoke access to other client mailboxes before they're viewed, such as your office email to other users in the same company.
Issue What BCC options are there for email sends?
Solution Marketo does offer a BCC option in Marketo Admin , but the BCC is applied on literally every email. If a person wants to be BCC'd on a batch email send, they'll get 1 BCC for every 1 email Marketo sends. (10k email sends = 10k BCC emails). This can be useful for archiving and compliance purposes, but should not be used for simple campaign confirmation. If you just want to make sure the email went out as scheduled, the easiest wasy is to make yourself a record in the database, and include yourself in the batch send. Also note that if you do have the BCC feature activated on your instance and the email bounces to the BCC email address, the bounce will be logged to the lead record, which may be set to Email Invalid or Email Suspended as a result.
Issue Emails with valid email address get soft bounced with this error: Local address contains control or whitespace.
Solution This error means that the email has a space somewhere in the the From email address or there was a comma or extra character in the From line. If you do not see a space inside the email address, check the end of the address to see if a space somehow got added at the end.
The email send did not occur due to the error with the address. The emails will need to be resent once after the associated address is corrected with white spaces or extra characters.
Issue You see that a lead has an unusually high amount of Clicked Link activity for a particular email after delivery.
Solution There can be a couple reasons for this. If you see that all links in the email are being clicked immediately upon delivery, it is likely that the lead's email security software is link-testing to guard against phishing or malicious links. However, if you see an unusually large number of link clicks over the course of a day or two, it may be that the lead forwarded the email to other people who clicked on the links. Since the tracking links are specific to the lead who was sent the original email, if the email is forwarded to other people, their clicks will be recorded under the initial lead's activity history.
Marketo does not have a way to confirm this is the case, but if you open the Click Link activities in the leads Activity Log and look at the details, you may see the User Agent (which indicates the operating system and client software used to display the email) is different for each click. If you see a variety of different user agents in the details, it is likely the email is being opened and clicked by different people who were forwarded the email.
Any emails being sent as part of 'Forward to Friend' will create that user as a new lead (provided that the lead does not already exist in Marketo). When leads are created in Marketo via the 'Forward to Friend' feature, Marketo automatically unsubscribes the lead records in order to protect our global customers from anti-spam laws. This is because a lead being sent a forwarded email doesn't qualify as opting in to a mailing list and also prevents them from getting any other emails by accident.