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  If you have submitted a support case and you feel that the case was improperly handled or that the solution being offered does not meet the communicated Marketo support expectations, then we would welcome the opportunity to look deeper at your specific support engagement and work with you on delivering a better resolution. Caution: If the item you're looking to escalate is related to a Production Down incident, please call the support line for your region to receive immediate assistance. Support Manager escalations are only handled during normal business hours. The phone numbers for each region are listed below, follow the prompts for P1: Americas: +1.877.270.6586, Direct: +1.650.376.2303 Europe, Middle East, & Africa: +353 (0)1 242 3030,  UK: 0800 151 3030 Asia Pacific: +61 2 8310 7646  Japan: +81.03.4233.9014 How to Escalate: Option 1: Step 1. Navigate to the "Case Management" area of the support portal either by mousing over the Support tab and selecting "Case Management" or clicking the Support tab and click on the “My Case Management” button. NOTE: You will need an open or recently closed case in order to escalate to support leadership. Step 2. From here you will need to click on either an open or a recently closed* case: *Support Cases that have been closed for longer than 10 days are no longer eligible to be re-opened and we ask that you open a new support ticket for your current issue prior to escalating to a Support Manager. We ask that you have an open support ticket for a Support Manager to be able to address specific issues. Step 3. After selecting a case, click on the Escalate to Manager button: Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button. Once your support escalation case has been submitted a Marketo Support Manager will contact you within 1 business day of your support region's support hours to address the issue. Option 2: You can email supportescalations@marketo.com to escalate your issues to our support management team.  NOTE: Be sure to include your currently open Support Case number and the details of your escalation. This will help to ensure that a Support Manager can quickly identify the case tied to your escalation and follow up with you. Before you send an email to supportescalations@marketo.com you must have a current active support case closed support case that has been closed or is pending.  Support Escalations are focused on the handling of current or recent cases.  Brand new technical support issues that are sent to Support Escalations will be re-routed to our general case flow.    
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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 https://docs.marketo.com/pages/viewpage.action?pageId=2951124   Visits to web pages do not reflect actual activity https://nation.marketo.com/docs/DOC-1300
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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.
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  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!  
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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.
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Issue Clearing cache and cookies in your browser will fix a number of different problems related to page display, browser errors, and login issues.     Solution Here are links to the support articles on how to clear cache and cookies for the most commonly used browsers. Chrome Clear cache and cookies - Computer - Google Account Help   FireFox How to clear the Firefox cache | Firefox Help   Safari Safari for Mac: Manage cookies and website data using Safari   Internet Explorer https://support.microsoft.com/en-us/help/278835/how-to-delete-cookie-files-in-internet-explorer   Microsoft Edge Microsoft Edge, browsing data, and privacy – Microsoft privacy    
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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
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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.    
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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
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Issue Users for your Marketo instance are unable to log into the instance. Solution Check your landing page URLs and email links. If these are also unavailable, your Marketo instance may have been shut off. Marketo Support can confirm whether your instance has been deactivated, but are not able to reactivate it.  In this situation , please contact your Marketo Account Representative to discuss the status of the instance and regaining access.        
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Issue You are experiencing slow processing of campaigns, smart lists, and reports.     Solution There are three key components that can slow down an instance: Number of trigger campaigns : Trigger campaigns are always on, always listening.  If there are 50 campaigns triggering at the same time, all the 50 triggers will be in queue, slowing down your processing and routing inside Marketo. Solution: Reduce the number of Triggers. Convert some of the triggers to batches: Batches also run all the flow steps for every lead at once, instead of serially, which reduces total processing time.   Complexity of smart lists : The more complex a smart list, the harder it is for the system to figure it out, which increases backend processing and even creates campaign failures from timeouts. Solution: Reduce the number of nested smart lists called in a smart list. Whenever you ask Marketo to call another Smart List, it has to wait until all of the other smart lists finish, before putting together the final counts. Instead of Marketo looking for the list and running it, just put the filters in the trigger itself.   Volume of Leads: With regular cleaning and good systems design, it is fairly easy to keep your system running fast. Reduce the number of leads that can flow through with filters. Clean up the inactive leads at regular intervals.    
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!!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. Happy bouncing!    
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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.        
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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).
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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.    
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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: https://docs.marketo.com/display/public/DOCS/Abort+Email+Program The above cancellation only works on Email Programs. If you are wanting to cancel a smart campaign follow these instructions: https://docs.marketo.com/display/public/DOCS/Abort+a+Smart+Campaign 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.    
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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.  
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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.        
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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.
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Article Text 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.    
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