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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 blocklist 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 blacklist issues, see our blocklist remediation article.  
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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 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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Overview   A blacklist 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 blacklists 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 blacklist. Marketo’s Email Delivery and Compliance team monitors blacklist activity on our IPs and domains daily. When we are alerted to a listing we reach out to the blacklist, attempt to identify the sender that triggered it, and work with the blacklist organization to get the listing resolved. There are thousands of blacklists out there most will not have a significant impact on your delivery rates. Below we have compiled a list of the blacklists that our customers most commonly encounter. Tier 1 Blacklist Spamhaus Impact: Spamhaus is the only blacklist that we categorize as a tier 1 for a reason: it has by far the greatest impact on delivery of all of the blacklists. It is the most well-respected and widely used blacklist 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 blacklists, Spamhaus lists senders manually. This means that they are proactively watching sender activity, collecting data, and basing their 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 Blacklists 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 blacklist, 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 blacklist and has a wide footprint in Europe.  Email senders with European audiences tend to encounter this blacklist most frequently. Manitu is not used by North American ISPs to inform blacklist 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 blacklist 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 Blacklists      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 blacklist 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 Blacklists   Some ISPs have their own blacklists 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 blacklisting 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: Blacklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blacklist remediation Blacklist resolution flowchart Successful lead reconfirmation What is a blacklist?
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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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If you sent an email from the Lead Database (as a Single Flow Action), as part of a campaign, or as a test email but didn't receive it, here are some tips.   Check the "From:" address   When sending a test message, make sure to check the "From:" address setting on your message. To do this, go to the Email Settings tab of the email editor. In the "From:" field, make sure that you either have a single valid email address, or a valid email address as the default, if you are using a token.   Many people want to send their messages from the lead owner. When you use the send test feature, the email address you are sending to doesn't have a full lead record, and so it doesn't have a lead owner. Since Marketo cannot send an email with no "From:" address, test messages without a valid email address in the "From:" field will not send.   Send as a Lead   If you have verified that the email had a valid From: address and you still aren't getting it, make sure to create yourself as a lead and send using a flow action.   See if the mail was sent   If you sent the email as part of a campaign or Single Flow Action, check the campaign's Results tab or your lead detail page to see if that mail was already sent to you. If it hasn't been sent yet, try waiting a little while longer.   Check your Junk Mail   In your email client, check your Junk Mail or Spam folder to see if the mail landed there. If it did, you should change the content of your email.   Check your corporate spam filter   Your corporate mail server may have blocked emails from Marketo; you should contact your IT department to see if this is the case. Please see our instructions for whitelisting Marketo's email servers: Add Marketo to Your Corporate Email Whitelist   Try sending to a different recipient   If you sent the original mail to your corporate account, try sending to a personal account on Yahoo or Gmail. If you sent it to a personal account, try your corporate mail account.    Use Marketo's Email Deliverability product   The Email Deliverability PowerPack, with Design Informant and Inbox Informant, can warn you when your mail is being rejected because of its content and help you identify junk mail pitfalls. Also, using Domain Keys and SPF improve the chances of your email landing in your leads' inboxes.   Contact Marketo   If you still can't figure out what happened contact Marketo to see if we can help.
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We manage our network to provide our customers with the highest server availability and best deliverability possible.  Marketo has a strong anti-spam policy and a team that handles blacklist 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. Blacklistings are usually caused by sending mail to a spam trap email address.  For an explanation on what causes blacklisting, click here. When we receive notification of a blacklisting, we react in two ways.  First, we go through the procedures to remove the listing from that blacklist as soon as possible.  Second, we determine (if possible) which of our customers caused the blacklisting 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.    
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Issue You have a lead that is marked as Email Suspended and you are not sure whether they can receive Marketo emails or not. Solution When emails bounce as spam, the lead that bounced is set to "Email Suspended." "Email Suspended" is a historical field.  A more accurate name for this field would probably be "This email was suspended at some point in its history."  The actual suspension only lasts 24 hours. To see if the lead is currently suspended, check the timestamp on the 'Email Suspended' field.  If it is more than 24 hours ago, the lead is not currently suspended and can receive email from your Marketo instance.  However, the "Email Suspended" flag will remain on the lead record for the purposes of future troubleshooting.  It is not possible to set "Email Suspended" to "false" once it has been set to "true."  The "Email Suspended Cause" field will provide the bounce message associated with the most recent spam bounce.    
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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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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.
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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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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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Issue Issue in delivering Marketo Email (especially for mimecast users). Email get bounced with Error: 550 Rejected by header based Anti-Spoofing policy Solution This error can happen if: You have not properly white listed the Marketo IPs You have an issue with DKIM/SPF set up and configuration Please whitelist the set of Marketo IPs found in the doc below and make sure SPF and DKIM are set up correctly for your email domain https://experienceleague.adobe.com/docs/marketo/using/getting-started-with-marketo/setup/configure-protocols-for-marketo.html?lang=en#step-allowlist-marketo-ips
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From the Marketo Email Use Policy: "...You may not send any Unsolicited Email by use or means of the Marketo Service. "Unsolicited Email" is defined as email sent to persons other than: persons with whom you have an existing business relationship, OR (ii) persons who have consented to the receipt of such email, including publishing or providing their email address in a manner from which consent to receive email of the type transmitted may be reasonably implied." The full text of the policy is here: https://documents.marketo.com/legal/use-policy/ An abuse report is a report that an individual sends to abuse@marketo.com alleging that a Marketo customer sent unsolicited email. There are a number of reasons why someone might report abuse. Here are a few common reasons people report abuse to us: The person forgot they opted-in to the mailing The person received genuinely unsolicited email The person opted in, but the branding in the email was different than the branding on the opt in form so it was not clear the email they received was connected to their opt-in experience Someone signed up for your list with the wrong address, and the person who actually received your email felt it was abusive   For additional reference - Abuse Report Deep Dive  
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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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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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Abuse Report An abuse report is when an email recipient forwards a complaint directly to abuse@marketo.com.  Marketo’s Privacy and Compliance Team processes all complaints to these addresses and will unsubscribe the complainer when possible.   Feedback Loop Complaint A feedback loop complaint is when an ISP forwards the complaints that originate from their users.  For example, when someone clicks the SPAM or JUNK button in their email client. ISPs that offer FBLs expect that subscribers like Marketo will mark the complainer as unsubscribed in the original database.  Marketo does process FBL complaints and marks the email address as unsubscribed.   Additional Information: Feedback Loops (FBL) Abuse Report Deep Dive Finding Leads that are Auto Unsubscribed for Email Spam Complaints / Feedback Loop (FBL)    
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Issue Issue Description You enabled a field for email CC and it is working for some email CC recipients, but some records on the CC are not receiving the email.   Solution Issue Resolution If any of the CC email addresses are known leads in your Marketo database and marked as unsubscribed they will not receive the email, even if the email is marked as operational.  
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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.
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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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