Phone Support: US 8772706586 EMEA 35312423030 UK 08001413030 ANZ 61283107646 JPN 81342339014 As referenced, please find all of the necessary links below. They are listed in order as mentioned in the Welcome video. Marketo Support Portal: https://nation.marketo.com/t5/Product-Blogs/How-to-Use-the-Support-Portal/ba-p/297884 Adobe Help Center: https://helpx.adobe.com/support.html Adobe Community: https://community.adobe.com/ Marketo Engage Support: https://nation.marketo.com/t5/Support/ct-p/Support Marketo Community (you're in it!): https://nation.marketo.com/ Magento Help Center: https://support.magento.com/ Adobe Status Page: https://status.adobe.com/
Adobe Digital Learning: https://learning.adobe.com/ Adobe How-Tos: https://experienceleague.adobe.com/#quick-how-tos Adobe Developer Docs: https://www.adobe.io/ Marketo University: https://nation.marketo.com/t5/Marketo-University/ct-p/marketo-university Marketo Product Docs: https://docs.marketo.com/ Marketo Developer Docs: https://developers.marketo.com/
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 blocklist issue? - Blocklist Remediation
Issue When looking at Email Insight it is only showing the first email activity (Send, Delivered, Click or Open), even though the email has been sent several times in the past few days/weeks/months.
Environment Email Insight
Solution Use different Smart Campaign to send the email if you want to track statistics of the email.
Root Cause Email insights will only track the first email activity associated with the email if using the same campaign. this is the same as Email Performance report in terms of this note. Multiple sends from the same campaign to the same person are counted only once.
Issue Error 603 'Access Denied' is returned for when an API user with the default Admin role attempts to make an API call
Environment REST API Users and Roles Permissions
Solution To avoid this error, create a new role: Create, Delete, Edit and Change a User Role | Adobe Marketo
Root Cause It is expected that when the default 'Admin' role is used for an API user, attempting to make API calls will return error 603.
Issue When working on an event program, Marketo Engage users are unable to select a webinar provider in the event partner selection.
Environment Event program
Webinar provider (ON24, Zoom, Cvent)
Solution The members need to be removed before setting up the event partner. You can remove members from a program by changing their status to "Not in Program".
Root Cause Marketo does not allow selecting an event partner in a Marketo event program with members.
Issue The issue appears when a custom view is created in MSI that contains dependant fields. The error message: "The dependent picklist '<dependant field name>' requires its controlling field '<parent field>' to be present on the page." will be displayed when you are trying to add the dependant field. For example: "The dependent picklist 'Sub-Classification' requires its controlling field 'Classification' to be present on the page."
Environment Salesforce MSI
Solution Need to omit the dependant field in the custom view.
Root Cause We curently do not support creating a view in SFDC MSI with a dependant field.
Issue You may be wondering if it is possible to edit or rename your custom fields in Marketo.
Solution Yes, editing or renaming your custom fields in Marketo is possible. You can do so by navigating to "Admin" > "Field Management" > Click on the field on the right-hand side field list > click on the name of the field in the centre canvas (UI) then edit. Your fields would need to be unused by any asset in order for you to edit/rename them.
A blocklist is a database that uses certain pieces of information to determine if an IP or domain is sending messages that could be considered spam. There are hundreds of blocklists out there, though only a handful of them are used widely enough to have a major impact on your email delivery rates.
Blocklists are tools that are used by ISPs to inform decisions on whether or not to place a message in the end user’s inbox. If an IP or domain is on a blocklist, ISPs that use that blocklist to inform inbox decisions will not accept mail from that IP. Most blocklists are dynamic, meaning that they will delist automatically after a given period of time or when the sender’s email statistics improve.
An IP will be included on a blocklist if certain criteria are met, and these criteria vary from blocklist to blocklist. Spamhaus, the world’s most well repudiated and widely used blocklist, has a great graphic that explains how their blocklist feeds information to ISPs and what happens from there.
While blocklists use a number of methods to determine whether or not an IP is sending messages that could be considered spam, two of the most common are spamtraps addresses and user feedback. Spamtraps are email addresses that are not meant to receive email. Some spamtraps were created by anti-spam professionals and were never meant to receive email, while others are simply old invalid addresses that have been repurposed. You can read more about spam traps here: What Is a Spamtrap and Why Do They Matter?. Blocklists also rely heavily on feedback from users that tell them that a particular IP or sender is sending spam.
We have to be strict about our Email Use and Anti-Spam Policy because in the rare event that one of our customers triggers a blocklist, any customer on the same IP range will be affected.
To check if an IP is blocklisted, use this tool.
If you have found that you are listed on a blocklist, please see this article, Blocklist Remediation, for a path to resolution.
To learn more about specific blocklists, please visit our guide to the top blocklists, Top Blocklists – What You Need to Know.
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After-hours Support for Production Down Issues:
Online: Enter a Support Portal Case with Priority=P1
Phone: Call Support Line and follow the P1 prompts
Initial Response SLT
We ask that you use the following priority definitions when setting your case priority:
Critical Business Impact:
Customer's production business functions are down or have significant data loss or service degradation and immediate attention is required to restore functionality and usability.
Major Business Impact:
Customer's business functions have major service degradation or potential data loss, or a major feature is impacted.
Minimal Business Impact:
Customer's business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
No business impact:
General question regarding current product functionality or an enhancement request.
Issue Marketo’s integration with Microsoft Dynamics (MSD) provides an Error Log where error messages are recorded. Most of these error codes can be easily understood, but sometimes unusual numeric codes will come up that make no sense.
For example, one Dynamics error that could be displayed is “ -2147220891”
The problem is that there is no reference for what this error means. Searching for the errors in Google returns no results. The reason is because that’s not actually the error. MSD, in this scenario, is showing us the Decimal value for a Hex error code.
Solution Issue Resolution
There are two parts to this: finding the error logs, and decoding the unusual messages.
Locating the MSD Error Logs
1. Click on the down arrow on the Sales button in the ribbon along the top.
2. Click on the Settings Tile
3. Click “Marketo Error Log” under the Extensions section.
When you open up an individual error message like the one below, you’ll see general information about the error that was caused. Some error messages are easy to decipher, whereas others will need to be looked up, on the Microsoft site or on Google.
Error messages like these are comparatively easy to track down. However, if the message is unusual, giving only a string of numbers like “ -2147220891”, Google searches will not give any results. As mentioned, the reason is because that’s not actually the error. MSD is showing us the Decimal value for a Hex error code.
Decoding the Error Message
You can use the Windows Calculator to convert the error message to something that is identifiable.
1. Open Windows Calculator
2. Change the view to Programmer:
3. Enter the Decimal version of the error code “-2147220891”
4. Change the Calculator setting to Hex:
If you do not use Windows or want another alternative, you can find a Decimal to Hexadecimal Converter on many different websites.
The code that is returned is “FFFFFFFF80040265”. To use this code, remove the F’s. Everything after the F’s is the actual error code that you can search for; 80040265.
Microsoft’s Web Service Error Codes page lists this code as well as many others. This code is defined as “80040265 ISV code aborted the operation. IDS_ISV_ABORTED”. Now, this may not tell you much yet (what’s IDS_ISV and why was it aborted?). However, this finally gives you the error in Microsoft’s own language, so when you Google it or search the Microsoft site, you’ll find documentation and Community posts telling you how to resolve the issue.
“This generic error commonly occurs if you try to update a record that does not exist from a workflow firing on a related record.”
The Marketo Privacy Team often recommends that our customers send a reconfirmation message to a set of their inactive leads. This process is used as both a proactive strategy to ensure good delivery rates and as a response to blocklisting issues. For more information on this overall strategy search our Resource Articles for Blocklist Remediation. At its most basic a reconfirmation message request a lead takes an action to stay on your mailing list. If they don't take that action they will be automatically removed from the mailing list. These types of messages don't usually get a high response rate because you are sending the reconfirmation message to people who have already shown to be disengaged from your marketing. However there are instances where some reconfirmation messages get a more enthusiastic response than others so we've put together some tips for making the most out of reconfirmation. Instead of marketing your company itself think of it as though you are marketing ENGAGEMENT with your company. While these ideas are similar, they aren’t quite the same. You want to frame this message with a sense of urgency to click a link. You also want to make it as easy as possible for someone to open the message and just click a link so they continue to stay engaged with your marketing.
We recommend that you frame the subject line very clearly with something about “not missing out” or “staying informed”. The subject should create a compelling and specific call to action. Some senders use an offer in the reconfirmation message to encourage action. Highlight this in the subject line if this is your approach.
We’ve Missed You! Take Action continue receiving our offers!
Last Opportunity to Stay Informed (Action Required)
Free shipping plus save 15% on next purchase
While you can use any From Address, we recommend that your From: label clearly identifies your company rather than using a lead owner name. A disengaged recipient is more likely to recognize “Your Company” than “Bob Smith”.
In the body of the message your call to action should be immediate and clear. Put the reconfirmation at the top of the message content. Some usability studies have suggested that two choices may be more successful than a single choice so consider a bolder reconfirmation link at the top and a smaller link or button lower to unsubscribe. The main priority is getting someone to stick around for more of your mailings. You may also wish to make a short value statement about the fantastic information that someone can expect to receive by staying on your list! There are a couple of reasons for these recommendations. The first has to do with making things easy for the blocklist operator. If during the resolution process they can look at the mail received by their spamtraps and immediately tell from the subject line that the message is a reconfirmation pass it will make it much easier for them to consider the data quality issue resolved because their spamtraps will not activate the reconfirmation link. Some of the less automated blocklists will not list a sender for a reconfirmation message that hits their traps so it's important that your cleanup action look like what it is. The second reason behind this advice is that many people just scan their messages and don’t read all the way to the bottom; if someone has to read through a long value proposition before realizing that they must click a link to continue to be subscribed to your email program you may lose more subscribers than intended. The faster and easier it is to click that link the more people you’ll retain! A lot of people scan over marketing offers and think about them for a while before taking an action. You want to interrupt that process and make it clear that action is required now whether or not they’re ready to make a purchase!
Examples of simple reconfirmation email templates
More examples can be found in this other Community Resource “A Creative Re-Engagement Email Campaign”
Subject Line: Action Required to stay subscribed to COMPANY
You previously expressed interest in receiving valuable information and/or offers from COMPANY that are specific to your field. We’d like your permission to continue sending you relevant information via email so that you can stay up-to-date on the latest industry trends/topics of interest.
Please click “YES” below to continue receiving research and trends in your area of interest. COMPANY subscribers receive exclusive benefits, including the latest research briefs, white papers and/or compelling offers or discounts for future purchases.
Please update your Ccommunication Preference by [DATE/TIME] or this could be your last chance to receive any future research. It only takes a moment to click one of the choices below.
YES, I would like to stay subscribed to the valuable information from COMPANY.
NO, I no longer wish to receive valuable and insightful offers from COMPANY.
Subject Line: Your Subscription to COMPANY Industry Newsletter Expires Soon
Our records show that you expressed interest in receiving industry information from COMPANY on [INSERT DATE]. Records indicate you have not read an email in [variable time frame], we do not want to bother you with emails you do no wish to receive so we want to confirm that you would like to remain subscribed to the COMPANY email program.
If you wish to be removed, you don’t have to do anything further. However, if you do want to continue receiving email from COMPANY, please click the link to let us know:
YES, I would like to stay informed and continue receiving email from COMPANY.
Subject Line: Your Subscription to COMPANY Has Expired
Thank you for your previous interest in receiving valuable content from COMPANY. Your subscription has now expired and you will no longer receive any future emails.
If in the future you would like to continue to receive email from COMPANY please click the link to sign up:
YES, I would like to receive email from COMPANY.
Marketo Community Resource “A Creative Re-Engagement Email Campaign”
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.
Blocklist Deep Dive
*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 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.
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.
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
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Issue Description Universal ID is working on some instances but not others. The user gets the login invite but then when they try to sign in, they end up back in another instance without access to the new instance.
Issue Resolution All Marketo subscriptions have Universal ID enabled, so this issue may be a difference in password restrictions. If an instance has different password security requirements than the other instances and the password doesn't meet those restrictions, you can end up in this situation. Verify if the password settings match the other instances, and if not, then change the settings and send an invite again.
For more information on Password Settings: Change your Password Security Settings - Marketo Docs - Product Docs
You are unable to add members to a secondary instance using a secondary login. You receive an error that the email is already in use.
This solution applies in the following scenario:
You have two or more Marketo instances.
The instances are set up so you are allowed to specify the login email address separate from the email address used to notify/invite the users. For example, something like this:
You have a user in the second instance whose email address exists in the first instance, using a different login but the same email address, like this:
When you try to do invite the user to the second instance using Universal ID, you will get an error stating that the email is already in use. To resolve this, you will need to delete the existing login for the user in the second instance (firstname.lastname@example.org) and instead invite their primary login (email@example.com) to the instance.
This will allow the user to access both instances from a single login
For more information on Universal ID: Using a Universal ID for Subscription Login - Marketo Docs - Product Docs
Who This Solution Applies To Subscriptions with Universal ID active
Issue Description You want to invite one user to your two (or more) Marketo instances.
All Marketo subscriptions come with the optional Universal ID feature.
To setup users with the same "login" in both production and sandbox subscriptions (or Prod and Prod, or Sandbox and Sandbox) we will want to take these steps: 1. Create a new user in the "1st instance" (first is arbitrary, it is whichever instance you want to start with, and if a user already exists in this instance you can jump to step 3) 2. User is created: lets say for example the user "login" is: firstname.lastname@example.org with "email": email@example.com and password: 12345GoodPassword 3. We will then want to go into the second instance and invite a user with the same "login": firstname.lastname@example.org (you can use a different email or the same) 4. When that user receives the second invite they will want to set their password to be exactly the same as the password in the first instance: 12345GoodPassword Please note: If after following these steps you want to reset your password, you can do so and would want to do so for both instances. To do so, you would want to input your "Login" after selecting the forgot password option. That will initiate the sending of an email to the email address you specified as your "email".
Who This Solution Applies To Marketo Users with Universal ID active
In offering a premium email delivery platform to our customers we carefully monitor our IPs for listings on significant blocklists. When we find that one of our customers was responsible for a blacklisting we contact that customer and request some actions be taken to re-mediate the issue. The goal is to isolate potential spamtrap addresses and remove them. The group of addresses you select should be broad enough to capture those potentially bad addresses but small enough not to suppress a huge portion of your database. Step 1 Build an inactive Smart List using ALL filters
Was sent email the day of and day before the spam trap hit (please contact email@example.com for the date of the trap hit if you do not have this information already.)
Lead “was created” date is at least 6 months ago
Not visited web page is “any”; constraint date of activity “in past 3 months”
Not filled out form is “any”, constraint date of activity “in past 6 months”
Not clicked link in email is “any”, constraint date of activity “in past 6 months”
Not opened email is “any”, constraint date of activity “in past 6 months”
If you have custom database fields that would show other forms of activity feel free to add this into your inactive Smart List to exclude active leads.
Once you have created a smart list to identify these suspect leads remove them from your database.
[Leads Tab > Lead Actions > Flow Actions]
Just joined the Marketo family? Want to learn more about how to use Marketo? Drop by one of our Office Hours!
Group Office Hours are one-hour sessions for you to virtually connect with a marketing automation expert when you need personalized guidance and insightful advice. Office Hours are available weekdays at different hours to meet our customers' needs around the globe.
Please note these open sessions are open to Launch Pack customers only. If you have not signed up for the service and would like to, please send an email to firstname.lastname@example.org.
You must be within 90 days of your Marketo subscription start date or have signed up for the service
You must have taken the Marketo Core Concepts class
What to expect:
Marketo Expert facilitating the open group session
Types of questions: How to/Best Practices/Strategy/On-boarding
EMEA Office Hours: Monday, 2 PM GMT
*Please Note* these group sessions are discontinued as of Thursday, July 1, 2021.
Offered exclusively to new Marketo Engage launch pack customers, this series of interactive group discussions offer an open forum to learn best practices from a Marketo expert and your peers.
Marketo Group Consulting Webinars are one-hour virtual meetings connecting you with a Marketo expert to expand and improve your knowledge and skills related to marketing strategy and Marketo tactical execution. Each session will include knowledge sharing from Marketo followed by an open Q&A.
Issue Clicking "Automatically copy over from HTML" or "Copy from HTML" in the Email Editor fails to copy the contents over to the Text Only version of the email.
Solution This can occur if there are no editable sections in the email asset. Only in editable sections of an email will be copied over to the Text version of an email.
Here is additional documentation: https://experienceleague.adobe.com/docs/marketo/using/product-docs/email-marketing/general/creating-an-email/edit-the-text-version-of-an-email.html?lang=en
A quick workaround would be to manually copy and paste the content you wish in the Text Version, and in the future build/use templates to make emails with editable sections.