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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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!!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 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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  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 questions or concerns. TSEs are responsible for troubleshoot issues within your Marketo instance. Common areas within a Marketo instances which TSEs will assist with are:   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 technical support engineers 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 Technical Support Engineers 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.
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  This is a article attached image Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four different types of Support Services which are available to meet different customer support needs: Online (Legacy) Business  or PREMIER SUPPORT BUSINESS (Legacy) Premier or PREMIER SUPPORT ENTERPRISE (Legacy) Elite or PREMIER SUPPORT ELITE Each Support Service has a different Service Level Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P4. Here are the SLTs and priority levels for each Support Service:   Priority Online (Legacy) Business PREMIER SUPPORT BUSINESS (Legacy) Premier PREMIER SUPPORT ENTERPRISE (Legacy) Elite PREMIER SUPPORT ELITE P1 1 hour 1 hour 1 hour 30 minutes 30 minutes 30 minutes 15 minutes P2 4 hours 3 hours 2 hours 2 hours 1 hour 2 hours 30 minutes P3 6 hours 5 hours 4 hours 4 hours 2 hours 2 hours 1 hour P4 3 days 1 day 1 day 1 day 1 day 1 day 1 day   Here are the descriptions for each priority level: 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   Find more information About Support here!  
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No, unfortunately we are unable to tell you what the spam trap address is. We don’t even know it ourselves! Spam trap addresses are proprietary to the blocklists that own them. Anti-spam professionals use spam trap addresses to track unsolicited emails. If a spam trap is known by the offending sender, the sender could simply remove the spam trap address from their lists and never actually address the data problem that caused that spam trap address to be included in their lists to begin with. Instead of asking what the spam trap address is, try to identify the source of the trap address and eliminate bad data sources from your mailing lists. You should be able to identify the email campaign that caused the blocklist issue, so you should start with those lists. To narrow it down and identify the problematic data source, you should consider the following: Have you recently added any new leads or new lead sources? What is the source of these leads? Any purchased or appended email addresses should be removed, because these data sources are often the source of newly introduced spamtraps. In addition, using purchased or appended email addresses for mailing is a violation of Adobe’s Email Use and Anti-Spam Policy. Have you added any older leads that have not been mailed to recently? Some email providers will turn an email address into a spam trap after a year of inactivity. If you have a list of addresses that has not been mailed in a year or more, this list should be removed. Does your system use any custom fields to indicate customer status, event attendance, recent contact with your sales team, or other forms of engagement? If so, take advantage of this and isolate the inactive or non-responsive segments of your database using all of the activity data you have available. Is there anything about this specific mailing that makes it different compared to your previous email campaigns? Did you send any other mail on the same day? If so, you should compare the recipient lists. Think you have narrowed in on the problem? Check out our guide to blocklist remediation to find out what to do with that bad list and complete the remediation program.   Additional Resources: What is a spamtrap, or spam trap, and why does it matter? What is a blocklist? How does Marketo respond to blocklisting and spam notifications? Top blocklists - What you need to know Blocklist Remediation Successful Reconfirmation Blocklist Deep Dive Blocklist FAQ   Is this article helpful ? YesNo  
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At Marketo it is a violation of our Email Use Policy to send cold emails to purchased email addresses.   Adobe's Acceptable Use Policy Compliance with this Acceptable Use Policy (“AUP”) protects the interests of individuals using the Internet, the reputation and goodwill of Adobe, it's subsidiaries, and that of those using Adobe services.  Ensuring the utmost standards of email marketing is our collective responsibility.   Prohibition against Unsolicited Email/Spam: Customers must refrain from directly or indirectly sending, transmitting, distributing, or delivering: (i) Unsolicited bulk email ("spam" or "spamming”) i.e., emails to persons who have not consented to the receipt of such emails by providing their email address in a manner from which consent to receive email may be reasonably implied. (ii) Email to an address obtained via Internet harvesting or other surreptitious methods (e.g., scraping, renting, purchased list, co-registration, affiliate marketing, incomplete or old lists; or email appending).  Adobe defines email appending as a marketing practice that involves taking known Customer Data (name, address, etc.) and matching it against a third-party vendor’s database to obtain email addresses. (iii) Email that generates abuse/spam complaints or spam trap hits resulting in IP/Domain block listing or other deliverability issues that could have material impact on Adobe or its client’s reputation.   Inclusion of Opt-Out Provision: Customers must ensure all commercial emails sent include a provision for recipients to "opt-out" or revoke permission of receiving any future messages from Customer.  To that end, Customer agrees: (i) To use the unsubscribe tools provided by Adobe; or (ii) To have procedures in place to allow a recipient to easily opt-out, such as: (a) a clear appended link for recipients to easily opt-out of receiving future messages, or (b) Instructions to reply with the word "Remove" in the subject line; and (iii) Unsubscribes should be removed without delay with no future messages being sent unless future permission is granted.   General Prohibitions Customers transmitting content through Adobe services must not misrepresent or obscure their identity in any way or mislead recipients through use of invalid or forged headers, misleading subject lines or content, or domain names not owned or controlled by Customer. Customer must not transmit any messages through Adobe services with content that is threatening, abusive, harassing, defamatory, deceptive, false, fraudulent, vulgar, obscene, indecent, or illegal. Customer is strictly prohibited from transmitting or providing Adobe any sensitive information as that term may be used in applicable laws, or where no laws apply, individuals’ financial account information, sexual preferences, medical or health information, and/or personal information of children protected under any child protection laws.  Notwithstanding the foregoing, if a Marketo Engage Customer is regulated by the Health Insurance Portability and Accountability Act of 1996 (“HIPAA”), has a subscription to encrypt Customer Data at rest, and has signed a Business Associate Addendum with Adobe or its affiliate for its use of Marketo Engage, then Customer is prohibited from transmitting a subset of health information, including medical or health records or information reflecting the payment of such treatment.   AUP Enforcement and Updates Violations of the AUP will be deemed a material risk to the continued normal operation of Adobe services and may result in immediate revocation of Customer’s license or subscription to use the applicable services.  Adobe may review relevant data to determine Customers’ compliance with this AUP.   The full text of the policy is here: https://www.adobe.com/legal/terms/aup.html Is there ever an acceptable use for purchased data?  Yes. The Marketo Compliance Team supports the following uses for purchased data: Generate personalized URLs and send to purchased leads by postal mail Use purchased data to fill in additional details about leads who only provide an email address at the time of opt in - this makes for great targeting! When operating in a small market of known leads, purchased data can be useful for research purposes to track information about your target market Purchased leads can be contacted by phone to obtain email permission   The global anti-spam community does not consider permission to be transferable, except in the following circumstances: A company is wholly acquired by a new parent company; emails sent will include the same content from new owners A division of a company - product or brand - is acquired by a new parent company; emails sent will include the same content from new owners   Both parts of the above are key. Personal data alone may not be transferred with permission intact because permission is contextual. Even in the case of an acquisition additional permission is required if the emails will include significantly different content.   To provide an illustration, when "Acme" acquired a home video camera company they acquired permission to continue to email the company's leads about selling home video cameras. That does not mean they have permission to email those people about every other product in "Acme's" portfolio. Email permission was granted to receive emails about home video products, not anything else. "Acme" could email those people and ask them to opt in to their other mailing lists, but acquiring a company does not give the new parent company the right to add the child company's opted-in leads to all their other unrelated mailing lists.   Data vendors may say the leads they sell are "opted-in," but this is not true according to the standards set forth by the global antispam community.  Even if these individuals genuinely wished for the data vendor to sell their email addresses (often demonstrably untrue), they still would not have provided direct permission to the buyer to send them email. Marketo requires that permission be direct to the sender (or that there is an existing business relationship) to send email within our Terms. Many data companies offer list rental services where the data company sends an initial message, and passes on only the information of recipients who respond to the offer.   Marketo is not the only vendor in the marketplace with this philosophy against purchased lists, it is a widely know issue that purchased lists drive delivery issues. Purchased Lists and ESPs - Word to the Wise  
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  There are thousands of blocklists out there and all of them operate a little differently and all have varying levels of reputation.  There are only a dozen blocklists that really can impact delivery.   The blocklist that requires the most work from you when you request delisting is Spamhaus. Spamhaus is a trustworthy blocklist and if you are listed at Spamhaus you have made a mistake that will need to be directly addressed before the listing can be removed.   SpamCop is considered a tier one blacklist for B2B marketers but a tier 2 for B2B marketers.  Marketo responds to all SpamCop listings; researching to identify the source so we can work with the customer to educate on best practices and prevent future listings.    Some blocklists require that you pay a fee to be delisted. These blocklists are not favored in the email community because they use this tactic. For the most part, Marketo advises our customers not to mind alerts of being listed on a pay-to-delist blocklist.  These blocklists tend to have minimal impact to your deliverability .   For the most part blocklists are dynamic and resolve themselves in around 24 hours if the issue resolves. If the problematic sending continues, of course, the blocklist will continue to keep you listed until the problematic sending ends.   If you are blocklisted, your main concern at that point should be making sure it doesn't happen again. For steps on how to identify the problematic data source and improve your list hygiene in an effort to avoid blocklist issues, see our blocklist remediation article.   Blocklists: Frequently Asked Questions
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If you've received a Blocklist Notification this is because it was determined that you were the most recently active Support contact for the Marketo subscription.   When the Compliance team is notified of a blocklist issue regarding one of our customers we look at the most recent case that the customer has open with our Support team.  We follow this process to ensure that the notice goes to an active and engaged user of Marketo.  Typically the most recent Support contact is the right person to send these blocklist notifications.   This notification process is mostly automated so we can't identify a specific recipient of the alert, they will most usually go to the person who most recently submitted a Support case.  If no Support case has ever been submitted a member of Marketo's Compliance Team will chose the contact manually.   Additional Resources: Blocklist Deep Dive​ Abuse Report Deep Dive​
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    Overview Add Leads to Static Lists Use Custom Fields Overview Lead records have two primary components – lead attributes and activity logs. Lead attributes are the fields and field values within the lead record. For example, Job Title is a lead attribute. Lead Name is a lead attribute. Activity logs record the actions Marketo or the lead themselves have taken. For example, sending an email to a lead is an activity that would show in the activity log. If the lead opens the email or visits a tracked page, those activities would show in the activity log as well.   Activities in the activity log are only retained for 90 days, 25 months, or 37 if you have purchased the premium data retention option. The official Marketo Data Retention Policy can be found here:  Marketo Activities Data Retention Policy   The main way to store activity data beyond the Data Retention Policy timeframe is to use the Bulk Extract API. There are two other ways you can keep a reference of these activities after the end of the Data Retention period, and they can be referenced within the Marketo UI. This article will show you how that can be done.     Add Leads to Static Lists Static lists will retain lead membership even if the activity of adding the lead to the list has been removed. This will let you have lists dedicated to specific criteria that would otherwise be removed after the data retention time period has been passed.   For example, Smart Campaign membership history is not retained after 25 months. If you are searching for members of a Smart Campaign, but a lead first became a member of the Smart Campaign more than 25 months ago, the search results would not include that lead.   An easy way to work around that is to add your leads to a static list as part of the flow of the campaign. When creating your Smart Campaign, create a new static list with the same corresponding name (makes it easier to identify later). When building the flow of your campaign, add the "Add to List" flow step so that all leads going through the campaign will be logged on the list.         Use Custom Fields Lead attributes and their field values are not affected by the Data Retention Policy. Use Smart Campaigns to populate custom fields with values based on activities your leads take. This will allow you to filter leads by these lead attributes that are not affected by the Data Retention Policy. A side benefit to this is that it is faster to search by lead attributes than by searching through lead activity logs.   Example: This approach can work for many different activities, but let’s use form fill outs as an example.   Let’s say you want to be able to identify leads who have been very active and have filled out more than 5 forms over their lifecycle. You could use the filter “Filled Out Form” with the “Min. Number of Times” constraint set to 5. However, if one of those forms filled out occurred more than 25 months ago, the filter would only be able to access 4 form fill activities in the activity log. Therefore, the lead would not pass the filter.   Instead of using the “Filled Out Form” filter, set up a Smart Campaign to write to custom fields that show you how many forms they’ve filled out, and when the first one was. Here’s how to do it:   1. Create two new custom fields in Marketo, one Score Field, and the second a Date Field.   2. Create a new Smart Campaign   3. Add the trigger “Fills Out Form” set to “is any” to the Campaign Smart List     4. Add these two Flow Steps to the Campaign Flow: Flow Step 1 : “Change Score” Score Field Name: your score field name Change: +1   Flow Step 2 : “Change Data Value” Add Choice to Flow Step Choice 1: If “your score field name”  “is empty” Attribute “your score field name” New Value: {{system.date}} Default Choice: Do Nothing       This campaign will listen for any time a lead fills out a form, add +1 to your score field, and if it’s the very first form they’ve ever filled out, it will log the date of when it was done. If the lead has ever filled out a form in the past, there will already be a date value in the date field, so the flow choice would just skip over it and do nothing.       Results You’ll See: With the original goal of identifying leads who have filled out more than 5 forms you’ll be able to filter for leads that have filled out at least 5 forms. In addition, this campaign will let you search for leads based on when they had filled out their very first form, regardless of how long ago it was. Since it’s stored in a lead field, it’s a lead attribute that is not affected by the Data Retention Policy at all.        
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We manage our network to provide our customers with the highest server availability and best deliverability possible.  Marketo Engage has a strong anti-spam policy and a team that handles blocklist notifications in our IP space and spam complaints.  We also cooperate with most major anti-spam providers and ISPs.  In addition, we maintain feedback loops for many of the most popular email providers.  For more information on feedback loops and ISPs with whom we have this arrangement, click here . Blocklistings are usually caused by sending mail to a spam trap email address.  For an explanation on what causes blocklisting, click here . When we receive notification of a blocklisting, we react in two ways.  First, we go through the procedures to remove the listing from that blocklist as soon as possible.  Second, we determine (if possible) which of our customers caused the blocklisting and work with them to improve their mailing lists to prevent a reoccurrence in the future.  This is usually a cooperative process, most frequently, a review of mailing policies and strategic pruning of a customer’s lead database will return them to best practices.   Blocklists: Frequently Asked Questions   Is this article helpful ? YesNo  
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An email being filtered to a quarantine or bulk mail folder happens after the recipient mail server has accepted message.  Once an email has been accepted by a mail server, it is impossible to tell where it went or what happened to it.  Note that this is true of any mail sent by any system on the Internet.   Every mail server has configurable filters that determine how received mail will be handled.  The mail server administrator should be able to adjust those filters to ensure delivery of emails based on their business standards, or there may even be end-user-configurable controls that can accomplish the same thing.   If test mailings you are sending to yourself or your colleagues are being filtered to a quarantine or bulk mail folder, you should consider asking your email administrator to whitelist Marketo’s IP ranges.  They can be found here .   You can also improve your deliverability in general by setting up SPF and DKIM records , and branding your tracking links .
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We have enhanced the behavior of the unsubscribe functionality to make it “durable”.  We have added a master email status, which is separate from the unsubscribe flag visible on the lead detail record.   If the unsubscribe flag is set from false to true, the master email status is updated, and the change is propagated to other leads with the same email address. Update the Unsubscribe flag from True to False (e.g. Re-subscribe a lead) When a lead is imported, the unsubscribe flag WILL NOT be overwritten by the import. Here are the ways a lead can be re-subscribed: 1.   In SFDC, uncheck the Email Opt Out field.  This WILL sync to Marketo. 2.   Manually update the lead detail record by un-checking the unsubscribe flag 3.   Run a Change Data Value Flow Action on one or many leads a.  Select the attribute “unsubscribe” and set the value to False 4.   Update an existing lead via SOAP API 5.   Form Field – set a field on a form to set the unsubscribe flag to “false” and this will unsubscribe the lead a. Best practice would be to have text on the form that says that by filling out this form, they are agreeing to receive email communication Creating a New Lead When a new lead is created, we check it against the master email status table.  If the lead was previously unsubscribed, we will update the record to be unsubscribed.   Changing an email address If you change the email address of a lead to an unsubscribed email address, the lead will be unsubscribed.  This change can occur in either Marketo or SFDC. If you change an unsubscribed email address to one that is subscribed, the lead will be subscribed.    
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No, if you have received the blacklist notification, you are not blocked from sending mail.  You can continue to mail while you work through the remediation steps. The only time we will ever block you from sending mail is if you trigger a listing at Spamhaus, the world’s most respected and widely used blacklist. If this happens, you will receive a call or email to let you know what’s going on and we will work with you to resolve the issue. This is a rare occurrence. Additional Resources: Can you give me the spam trap address that triggered the listing? What is a spamtrap, or spam trap, and why does it matter? What is a blacklist? How does Marketo respond to blacklisting and spam notifications? Top blacklists - What you need to know Blacklist Remediation Successful Reconfirmation
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