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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

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: 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. This is a article attached image Step 2. From here you will need to click on either an open or a recently closed* case: This is a article attached image *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: This is a article attached image Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button. This is a article attached image Once your support escalation case has been submitted a Marketo Support Leader will contact you within 1 business day of your support region's support hours to address the issue.

Issue What BCC options are there for email sends? Solution Marketo support can enable BCC on request. If an email address is 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 way is to create yourself as record in the database, and include yourself in the batch send. Only one BCC address is supported at this time, if multiple BCC recipients are required then it is recommended to create an alias which will forward the messages. This setting is applied to the entire instance, and will affect all emails sends from all Campaigns and Programs while enabled. Every email sent while this feature is enabled will result in a corresponding BCC email. CAUTION: Dedicated email address setup for the BCC email traffic must be able to handle high volumes of email. Discuss with your IT Team or email service provider to verify their Email Server can handle the estimated volume of incoming email. If the Email Server is not well equipped this feature can cause your Email Server to backlog, become unavailable temporarily, or reject the BCC emails. If the request is for a single email send, we recommend using the following CC process: Email CC | Adobe Marketo Engage

Marketo Support's Mission is: To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success. Areas of Responsibility: Technical Support Engineers (TSEs) are your initial point of contact for any technical questions or concerns. TSEs are responsible for troubleshooting issues within your Marketo instance and common include: My Marketo Marketing Activities Design Studio Lead Database Analytics Revenue Explorer (RCA/RCE) Calendar Deliverability Tools Search Engine Optimization (SEO) Web Personalization (RTP) Admin Community Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code: Simple Munchkin Code Asynchronous Munchkin Code Asynchronous jQuery Munchkin Code SOAP API REST API Our TSEs are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience. Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented. Response Time Our TSEs are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services. We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to Service Level Targets.

The Google Apps antispam system uses a unique means of allowlisting. Customers on shared IPs should allowlist Marketo's entire sending ranges, because we sometimes need to move customers between IPs for technical reasons. The way to allowlist a range in Google Apps is to configure a manual IP block with a pass through. G Suite enables you to specify an IP address or range of addresses within a domain, and allow messages from those addresses only. This feature is sometimes referred to as IP lock. In G Suite, you set up this feature in the Content compliance setting. IP lock is a method that readily enables an administrator to simultaneously whitelist all incoming traffic from a particular domain while equally preventing spoofing by manually defining the allowed IP ranges. The following instructions are particularly useful with domains that do not have an SPF record and/or use third party applications to legitimately spoof their address. Setting up IP lock with the Content compliance setting includes three separate procedures: Adding the domain, defining the allowed IP range, and setting the correct disposition and NDR. See this page of Google documentation for more information: Enforce 'IP lock' in G Suite - G Suite Administrator Help Instead of using a CIDR range, this interface asks for the first and last IPs in the given range. Here are ours: 199.15.212.0 - 199.15.212.255 199.15.213.0 - 199.15.213.255 199.15.214.0 - 199.15.214.255 199.15.215.0 - 199.15.215.255 192.28.146.0 - 192.28.146.255 192.28.147.0 - 192.28.147.255 94.236.119.0 - 94.236.119.63 185.28.196.0 - 185.28.196.255 103.237.104.0 - 103.237.104.255 103.237.105.0 - 103.237.105.255 130.248.172.0 - 130.248.172.255 130.248.173.0 - 130.248.173.255 Is this article helpful ? YesNo

Leads can be auto unsubscribed due to default Feedback Loop setup with the ISPs listed on this page. You can use the following filters to find leads that have clicked the SPAM button in your emails: Filter 1: Data Value Changed Attribute: Unsubscribe New Value: True Reason: Contains, Customer Complaint Received from ISP. (Optional to Specify what Email Domain) Filter 2: Email Address Email Address: Contains, @domain.

Issue Emails cannot be delivered from the Marketo instance and the following Soft Bounce code was recorded in the record's activity log. 554 5.4.7 [internal] (last transfail: 435 5.7.8 Authentication credentials invalid) Environment Dedicated IP Address SMTP Relay credential invalid Soft Bounce Code: 554 5.4.7 [internal] (last transfail: 435 5.7.8 Authentication credentials invalid) Cannot send email Email Delivered not recorded in activity log Solution Provide Marketo Support with the updated credentials so Support can create an internal request to get the update the credentials on Marketo's end. The process can take up to three (3) business days to complete. Note: Avoid using special characters in the password such as quotation mark (") as it can alter the configuration. Root Cause The credentials for the SMTP Relay has been changed and no longer match what is stored in Marketo. In most cases it is the password as it need to be change on an annual basis.

What is a Blocklist? Can I Still Send My Emails, or Are You Blocking Me from Sending? What Is a Spamtrap and Why Do They Matter? Can You Give Me the Spam Trap Address That Triggered the Blocklist So I Can Remove It from My Database? Can You Give Me More Information regarding the Blocklist Issue? What Is the Quarantined IP Range? I Sent This Email Campaign a While Ago. Why Am I Only Getting Notification of the Blocklist Issue Now, and Am I Still Blocklisted? The Blocklist Notification Went to the Wrong Email Address. Why Was It Sent to That Address? Which blocklists should I be concerned about? - Top Blocklists – What You Need to Know How do blocklist issues get resolved? What steps do I need to take to resolve the blacklist issue? - Blocklist Remediation

Summary You have set up a campaign or campaigns in the Email Deliverability Tool (250ok), but there is no engagement metric showing Total opens and Unique opens, which should be available in the ‘Engagement Overview’ in the Email Deliverability tool. You would need to ensure that you have configured the necessary setup for the tracking to work in the Email Deliverability tool. Issue Campaigns created in the Email Deliverability tool (250ok) doesn’t show any engagement overview metric such as total opens and unique opens. Environment Email Deliverability tool (Production/Sandbox) Solution You would need to implement the necessary setup for the metric to show in the Engagement Overview in the Email Deliverability tool (250ok) Follow the steps below to ensure you have configured the setup for campaign tracking. 1. Ensure your DNS CNAME is configured. (All that is required is creating a CNAME DNS entry on this domain that points to 250analytics.com) For more information, you can refer to this external documentation: https://www.validity.com/knowledge-base/what-are-custom-domains-in-250ok-analytics/ 2. Insert the correct tracking pixel code retrieved from the Email Deliverability tool. 3. Always utilizing the ‘c=‘ tag in your tracking code for your campaigns to ensure the tracking is measured correctly in the Email Deliverability tool. (Obviously, the CNAME above is essential to have it set up correctly). You can follow a guide on how to implement the ‘c=‘ tag and retrieve the tracking pixel is here: https://help.returnpath.com/hc/en-us/articles/360046308092-How-Do-I-Add-My-250ok-Tracking-Pixel- Once you have all these configuration settings, you can start tracking your campaigns which are sent via Marketo in the Email Deliverability > Engagement Overview. Root Cause Mis-configuration or no configuration made causing the campaign tracking does not work.

When a customer triggers a blacklisting on Marketo's shared IP range that customer is moved to a set of IPs we call the quarantined IP range. We do this to protect the health of our shared network and ensure the best deliverability possible for all of our customers on that network. If you have received a Blocklist Notification from Marketo reporting that you have triggered a blocklisting your Marketo account is now in the quarantined IP range. While you are in the quarantined range it is possible that you may experience a slight decrease in your deliverability rates. The reason for this is that you are now sending from a range made up of senders that have also caused other blocklist issues. All customers have received a notice of the listing and are in the process of repairing their database. There are two ways to be removed from the quarantined IP range: Follow the steps outlined in our Blocklist Remediation article. Be sure to fill out the form referenced in the email alert to indicate that you have taken steps to mitigate the issue. Demonstrate clean sending behavior for 3 months. We remove senders from the quarantined IP range if they have not triggered any new listings in 3 months. To ensure your best deliverability rates blocklist issues should be addressed right away to prevent further damage to your sending reputation. Furthermore, if no action is taken to improve list hygiene the issue will likely recur. Marketo's Privacy Team strongly recommend following the Blocklist Remediation steps. Additional Resources: Blocklist Deep Dive

Quick points: *Spamtraps are addresses owned by antispam organizations *Emailing a spamtrap (usually) gets your IP or domain blocklisted *Maintain current, direct opt-in with an active lead database to avoid this What is a spam trap or spamtrap? A spam trap, or spamtrap is an email address secretly owned by an antispam organization that is used to detect spam. Antispam organizations do not sign up for mailing lists, so they consider any email sent to these addresses to be spam. Once email is sent to the spamtrap, the antispam organization that owns this address will blocklist the IP that sent the email (or, less often, domains that are linked in the message). Email administrators purchase subscriptions to various blacklists, and use the lists to block all incoming email from listed IPs or containing listed domains. From the marketer’s perspective, this can mean a high number of bounced emails leading to low lead engagement, and ultimately to weak revenue performance. There are two types of spamtraps – pristine traps, and repurposed/recycled traps. A pristine trap is an email address that was never used by a person. A repurposed trap is an email address that once belonged to someone but is no longer a valid address; these addresses will bounce as bad addresses for at least six months before an antispam organization will turn them into live traps. How can a spamtrap get into my Marketo lead database? Purchased data Purchased data is unreliable. The antispam world does not like the use of purchased data so antispam administrators have made a concerted effort to get spamtrap addresses into the databases of data vendors. While data vendors may say they provide opt-in data in reality consent should be direct to your company. Sending unsolicited email is prohibited by the Marketo Terms of Use because this practice has a high risk of causing blocklist issues that can destroy deliverability for multiple Marketo customers. To avoid spam traps get direct opt-in before sending email. If you have purchased data in the past we recommend setting any inactive purchased leads to marketing suspended or simply removing them from your database. Old data Repurposed traps are email addresses that were once valid but are now owned by an antispam organization. This can happen when a company goes out of business; expired domains are often purchased by antispam organizations. Sometimes a company that has a direct partnership with an antispam organization will allow email addresses of former employees or users to become spamtraps. Because antispam organizations will generally make sure future spam traps return a bounce as bad addresses for at least six months before they become spam traps you can prevent repurposed traps in your database by emailing remaining engaged with everyone in your database at least once every six months. Avoid “wake the dead” campaigns to addresses you have not contacted in more than six months. Unconfirmed form entries People can unintentionally enter spamtrap addresses into forms either by making a typo or by intentionally using a fake email address that happens to be a spamtrap. If you use single opt-in, you may add spamtraps to your mailing list. This is more likely to happen if you are a B2C company or if someone thinks they can get whitepapers or free trials simply by filling out a form with made-up information. How can I identify spamtrap addresses? Spamtrap addresses are considered trade secrets by the antispam organizations. They do not share these addresses because their goal is for senders to change their mailing practices rather than to simply remove spamtraps from their mailing lists. That said, one thing we do know about spamtraps is that they tend to be automated processes and do not engage. Spamtraps do not click links. You can use smart list filters to identify inactive leads in Marketo. How can I prevent spamtraps in my database? Maintain active, direct opt-in for all leads. Don’t purchase data (to grow your list, sponsor events, use list rental services that send the first message for you, or use co-branded content that sends you only good leads) Email everyone you want to email at least once every six months Don’t add old data directly to your mailing list (if you need to, add in small batches and send a welcome email with a slightly different subject to each batch) Regularly clean your database of inactive leads Grant access to assets such as free trials and whitepapers as email links to discourage intentional use of fake email addresses on forms Use scripting on your forms to identify potential typos Is this article helpful ? YesNo

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

Overview 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 Spamhaus 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 SpamCop 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. Manitu 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 SORBS 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. UCEPROTECT 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. ISP Blocklists 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. Additional Resources: Blocklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blocklist remediation 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 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

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 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 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.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Escalating a Support Issue

BCC Options For Emails Sent By Marketo

Marketo Support Policies

Allowlisting with Google Apps

Finding Leads that are Auto Unsubscribed for Email Spam Complaints / Feedback Loop (FBL)

Soft Bounce Details: 435 5.7.8 Authentication credentials invalid.

Blocklists: Frequently Asked Questions

Email Deliverability Tool - Campaigns Not Being Tracked

Blocklists: Frequently Asked Questions

What is the quarantined IP range?

What is a spamtrap and why do they matter?

Deliverability to China - Resources

Customer User Guide - Marketo Customer Support Links

Top Blocklists - What you need to know

Marketing Automation and the European Privacy Laws

Operational Emails - Important Information

Marketo Champion Program

Where Can I Find My Dedicated IP Address?

Lead Continues to Receive Emails After Unsubscribe Activity is Logged

Email suspended cause 554 error