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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

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(Article Updated - August 2024) 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 to inbox 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 an impactful listing occurs, 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, most will not have a significant impact on your delivery rates. Below, we have compiled a list of the blocklists that commonly appear across our sender ecosystem. Each blocklist has been grouped into a top tier (Tier I) by most impactful, to the bottom least impactful tier (Tier III). These may have little to no impact across our sender network. Tier I Blocklist Spamhaus (SBL) Impact: Spamhaus is the only blocklist that we categorize as a Tier I for a reason: it has by far the greatest impact on delivery. 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 they are proactively watching sender activity, collecting data, and base 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: Please note that every Spamhaus email can be quite different depending on the information provided and the nature of the listing . Because Spamhaus has multiple types of listings, the remediation steps are based on which type of blocklisting has occurred. We have listed the most common types to affect Marketo customers, from most to least impactful. Impact can range from a full block of top severity, to a partial block that is less severe (CSS Data, DBL). If remediation isn’t performed and the problem not addressed, these listings can increase in severity and turn into a full blocklisting. Spamhaus Blocklistings Types SBL (full blocklisting) Considered the most impactful. Remediation steps: Our team monitors closely for Spamhaus listings. Once alerted to the listing, we send an email notifying the customer, and reach out to the Spamhaus contact to start the remediation process. Only a Marketo delivery team member should be in direct correspondence with the Spamhaus contact, to speak on behalf of the customer, and to relay their questions and instructions, ensuring quick resolution and reduced impact. Senders that trigger this listing on a shared IP range will be moved to a more isolated, penalty range (IPB), so as not to impact the other shared senders. Those affected on a Dedicated IP, only impact their own sending and will not be moved. However, depending on the severity of the issue, our team may need to revoke a customer’s ability to send any emails until full resolution. The listing will last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. SBL CSS Customers are alerted of the listing with an email containing all the information needed to immediately begin the remediation process. This is part of an automated trigger listing, that allows for a customer to delist directly on the Spamhaus website, after they’ve completed remediation. Remediation steps: Customers will go to the Spamhaus IP lookup website, at https://check.spamhaus.org, where they can check on the status of their IP and continue to monitor it in real time, until it is no longer listed there. Follow the remediation and delisting instructions provided, and check for specific details in the blocklist notification email. DBL (Domain blocklisting) Customers will receive an email notification alerting of the company domain being listed. The email will contain specific information to help narrow down and identify which email source likely triggered it within Marketo. It’s important to note that any email sent from outside of Marketo, that contained the company domain, is suspect. This means, if the sender uses multiple IPs and/multiple email platforms, then any of those could be the source. Remediation steps: Follow the detailed instructions in the email, which will also provide a link to the Spamhaus Domain reputation checker webpage, to check the real time listing status of the affected domain. Once the email source is identified and cause addressed, this customer will follow the online instructions to request to be delisted. Tier II Blocklist 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 II list because it can have a significant impact on B2B email campaigns. SpamCop is considered a Tier I one blocklist for B2B marketers but a Tier II for B2C marketers. SpamCop is a dynamic IP blocklist, that can affect a single IP or a subset of IPs Typically, the block will automatically lift within one business day, but can take longer for relisted IPs. To have triggered a SpamCop listing likely means the sender has a list management problem that should be addressed. 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. Remediation steps: If you are seeing a significant number of bouncing emails caused by a SpamCop blocked IP but aren’t sure if your email activity triggered the listing, first identify whether you are sending on a shared sender network or not. If sending from a shared IP range when this occurs, you or any other customer sending from the same network may have contributed to the IP block. This IP block will automatically get dropped within a business day. For those on a Dedicated IP that trigger a listing, refer to the above remediation steps and resources, to address the list management issue. Tier III Blocklist (Low/ No impact ) These are considered the lowest tier and therefore cause the least impact across the Marketo sender ecosystem. Some of these blocklists were more impactful at one time, while others are only impactful based on the sender region (Manitu). Others still can suddenly flare up (Lashback). There are also many blocklists that are ignored (0spam), and are not taken seriously because they do not provide any means to delist once on the list (NoSolicitado) or that they charge money to have the listing removed ( UCEPROTECT ). The pay-to-delist model is not well respected in the email industry. When using blocklist tool checkers, such as MXToolBox, many blocklists will appear, but very few are relevant. Here is our selection of Blocklists you may come across that are least impactful: Project Honey Pot SpamAssassin URIBL/SURBL DrMX PSBL 0spam HostKarma Ascams ZapBL Barracuda Trendmicro Inc. Cloudmark Proofpoint Invaluement ISP Blocklists Some ISPs use internal blocklists to make blocking decisions. Examples include AOL, Yahoo, Gmail, Outlook and Hotmail. 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 significant ISP blocks. Those experiencing deliverability issues with emails not making it to the Inbox and bulking in the spam folder may benefit from additional services with our Email Delivery Consultants. Remediation Steps: Email Delivery Compliance Team works to resolve any ISP blocks. ISP blocks are are usually resolved or lifted within less than 24 hours of a delisting request. Customers experiencing significant blocks for Microsoft domains (outlook.com, live.com, microsoft.com), can submit a request to the delivery team to seek mitigation on their behalf. 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?

Summary If you're using the Bulk Custom Object Import API to push records to a Marketo custom object (and you're importing separate files that have duplicates across the files) -- the records will not be deduped on the custom object if multiple imports are pushed at the same time. Issue If you are using a Bulk Custom Object Import API third party service to push records to a custom object (and multiple files, containing duplicates across those files are being imported to the Marketo custom object in a similar time window) -- the records will not be deduped on the custom object, even if the dedupe field value is matched. This is because two concurrent imports can be processed at the same time if they are pushed close together. More information can be found here. "A maximum of 2 jobs are processed at the same time. A maximum of 10 jobs are allowed in the queue at any given time (including the 2 currently being processed)." Solution In this scenario, the third-party App/API service provider that is making the bulk import calls must be consulted to ensure that separate files containing duplicate records aren't being imported to a Custom Object at the same time (or close together times). Once the calls are spaced out adequately so there aren't concurrent imports running containing duplicate records in separate import files, the custom object will dedupe as expected based on the designated dedupe fields. More on dedupe fields can be found here: "Dedupe fields can be used to retrieve, update, or delete custom objects. Every custom object definition must contain at least one (and no more than three) dedupe fields." In Summary, while Marketo does deduplicate on custom object records at import based on the dedupe field(s), it cannot dedupe when concurrent imports are being processed at the same time with duplicates in the separate files (for example: file 1 has dupe A while file 2 has dupe B). If all the duplicates are in the same file, however, Marketo can dedupe within that file as its imported to the custom object. Root Cause Concurrent Custom Object imports running at the same time: when this occurs, the two files being imported concurrently don't have time to check against each other to dedupe based on the configured dedupe field.

Issue Program member custom fields are not syncing data to Salesforce campaign member fields even though they are mapped. In this setup, the sync for Campaign Members is being performed by 'Add to SFDC Campaign' or 'Change Status in SFDC' flow-steps, but the Program itself is not set to sync with an SFDC Campaign. Environment SFDC Integration Solution This is the expected behavior, as the program member custom fields will only sync data to campaign member fields when the Salesforce Campaign Sync is setup for the Instance/Program in question. Using flow steps to sync SFDC Campaign Members will not carry over data for Program Member Custom Fields. Root Cause SFDC Campaign Sync is not enabled. Enable/Disable Campaign Sync Enable/Disable Campaign Sync | Adobe Marketo Engage Program Member Custom Field Sync Program Member Custom Field Sync | Adobe Marketo Engage

Summary Aggregating/summing two score fields Issue You have two new score fields (for example: 'Implicit score' and 'explicit score') and you're wondering if there's a way to sum/aggregate these scores together for all records within Marketo. Solution To aggregate different score values together within Marketo, you should first create a third 'sum' field meant to capture the aggregate of the two scores. (Example: 'sum score') Now, we have 3 scores: Explicit Score, Implicit Score, and a Sum Score SOLUTION First, setup the scoring smart campaigns for implicit and explicit score as you normally would. Once those scoring programs are setup, add the sum score field to the flow of each respective campaign, increasing that score by the same interval that you increase the implicit or explicit score by. This should allow the scores to aggregate over time. Example 1 "Implicit Scoring campaign: Trigger: Visits web page 'x' Flow: 1. Change Score [Implicit score] Change: +5 2. Change Score [Sum score] Change: +5 Explicit Scoring campaign: Trigger: Fills out form 'y' Flow: 1. Change Score [Explicit score] Change +10 2. Change Score [Sum score] Change +10 Final result if a record runs through both campaigns > Implicit score: 5, Explicit score: 10, Sum score: 15" In the above example, the sum score flow step is simply added to each respective explicit/implicit scoring campaign, with the same change interval applied. Once applied to all relevant scoring programs in the instance, the sum score should continue aggregating the two scores into the sum score field. If you're increasing both explicit and implicit scores within one campaign instead of separating out by score type, you could also accomplish this with the same logic and instead adding the summed score interval within that same flow, for example: Example 2 "Scoring campaign: Trigger: Person is created Flow: 1. Change Score [Implicit score] Change: +3 2. Change Score [Explicit score] Change: +4 3. Change Score [Sum score] Change: +7 Result > Implicit: 3, Explicit: 4, Sum: 7" -------------------------------------------------------------------- Potential Alternative solutions: 1. Have your SFDC/CRM Admin create a workflow within the CRM which sums the two fields as they sync. This requires the score fields in question to be synced to the CRM. 2. Call a webhook, which will keep the aggregate in line with the individuals each time it's called. This would be a custom webhook implementation that Support cannot assist with. Sources for alternative solutions: How to sum Lead Scores in one aggregate score field Add two Scores in Marketo

Summary Mismatch between "Added to [custom object]" and "Has [custom object]" filters for a SFDC Custom object Issue You build a Smart List for "Added to [custom object]" for your SFDC Custom object and you notice the number of records qualifying is lower than expected. The "Has [custom object]" filter pulls more records, however, and matches what you see in SFDC. Environment SFDC/Marketo Solution This is expected behavior if you have records that were already associated to the SFDC Custom object before they were pushed to Marketo. If you have records that were already associated to the SFDC Custom object before they initially synced to Marketo, those records would not have an "Added to [SFDC Custom Object]" activity on their record in Marketo, which means they would not qualify for the "Was added to [SFDC Custom Object] Smart List filter" In this scenario, it is recommended to use the "Has [SFDC Custom Object]" filter to get the accurate numbers, as this should include all Marketo records that are associated to the Custom Object, even if they were added to it prior to being synced and created in Marketo. Root Cause Records already being associated to the SFDC Custom object before they were initially synced to Marketo.

Summary Customers may face errors referencing Segmentations when importing programs between instances. Issue Program import fails giving an error message like the example below: "Marketo encountered an error while importing Nurture Program: EXAMPLE - Acquisition NUR B2B [SMB] FY24 - TEST Why: The Segmentation_Type_1003 field exists in the following objects: Person What to do now: Create a field named Segmentation_Type_1003 in the Person object." Environment Marketing Activities Import Program Solution The simplest solution would be to temporarily remove the Segmentation references from the child assets (Smart Campaigns, Smart Lists, etc.) that currently exist in the importing Program within the source instance. Once the import succeeds, references to the Segmentations can be re-added to the source (as well as the destination, if needed) instance's Program's assets.

Issue When trying to clone a Form or Landing page from Design Studio to a specific Program under Marketing Activities, there is no list of programs that appear. Solution This is expected behavior. When you don't see a program listed, this is because the number of programs in Marketing Activities actually exceeds what we're able to display at one time. If you start typing into the Program field in the pop-up window, you should start to see programs listed in the drop-down. For example, you enter the name of the particular program, you will get a result.

Summary UTM Parameters Not Populating with Known People Form Fill Issue UTM parameter field values are not being captured for some people's form submissions, even though the form is configured to capture the values. Solution When a form is using the "Show Custom HTML Form for Known People", the submission button will generate a Filled out Form activity, but will not write any new field values. When attempting to capture UTM parameters with the feature enabled, those UTM values, as well as the other fields on that form, will not be captured. Show Custom HTML Form for Known People | Adobe Marketo Engage

Issue You receive a notification that the Marketo/SFDC sync has failed due to " Invalid username, password, security token; or user locked out." On the Salesforce side, you see the error "Salesforce setCredential failed with code: {LOGIN_DURING_RESTRICTED_DOMAIN} and message: {cannot log in from current domain}" Solution Take the following steps to troubleshoot this issue: Confirm that the username and password are correct by using them to log into Salesforce. Check to make sure the Marketo IPs are on the Salesforce general whitelist. Check the Marketo sync user's profile in Salesforce and make sure the "Login IPs" include the IPs for your Marketo instance. The complete list of IP ranges is: 199.15.212.0/23 199.15.214.0/23 192.28.144.0/23 192.28.146.0/23 192.28.148.0/23 192.28.150.0/23 192.28.152.0/21 192.28.160.0/19 185.28.196.0/22 103.237.104.0/23 103.237.106.0/23 Who This Solution Applies To Customers integrated with Salesforce using IP restrictions

Summary How to see all the historical Support cases created for Marketo Issue How to see all the Marketo Support cases, attachments, and comments related to your historical support cases Environment Support Portal Solution Authorized Contacts can see the cases that they personally created/own, and the Support Admins can access the all cases on the entitlement from within the Support portal. Below is a community article with additional information and instructions: Managing your Support Cases

Issue You receive the error message of "exceeded limit" for Program Member Custom Fields (the documented limit is 20), but you don't see 20 fields listed in the Admin > Field Management > Program Program Member Info area. Root Cause There may be Program Member Custom Fields in your Marketo instance that are hidden. These hidden fields still count toward your limit of 20. As next steps, in Admin > Field Management, review the Hidden Fields area to find the hidden Program Member Custom Fields, and un-hide them. After un-hiding them, they will appear under Admin > Field Management > Program Program Member Info. To resolve the "exceeded limit" error, unused fields should be deleted. Reach out to Marketo Support to delete Program Member Custom Fields.

Issue Leads are stuck in a smart campaign's Wait Step and have not moved onto next steps, even though the Wait Step has been updated/shortened and the lead should move onto the next step. Solution When a lead enters a Wait Step, it remains in the Wait Step as defined at the moment they entered it. For example, if the lead enters a 1 week Wait Step, it will remain in the step for 1 week. If the Wait Step is updated to be longer or shorter (for example, shortened to 3 days or extended to 2 weeks), the lead that already entered the Wait Step (when it was 1 week) will remain in the Wait Step for the original duration. New leads entering the Wait Step will abide by the new duration.

Issue Customers may run into limitations with Webhook providers or other third party REST services that require their fields are an integer type field. This may present issues with those values being inputted to Marketo (and other systems) accurately if a record has a value outside of the integer value limitation range: -2147483647 to 2147483647 Environment Marketo/Third Party REST/Webhook Providers Solution There is no way to increase/modify the integer value limitations on the Marketo side. This is not a Marketo product limitation, it's the defined constraints of Integer data types. If you're running into issues with values from a third party/webhook provider falling outside of the limitation range, this will present issues with the field value being accurately logged in Marketo. In this scenario, it's worth checking with the third party/webhook provider to see if they have any flexibility around which field types they can allow (for example, String or Float type fields have less limitations and will allow for larger or smaller numbers outside of the -2147483647 to 2147483647 range). For a full overview of Marketo field limitations, you can visit the below article: Marketo Field Limits by Field Type

Issue When cloning an asset from Design Studio into Marketing Activities, there is a box that asks you to select which program to clone the asset into. When clicking into this box, you may see No Results, even though there are programs within Marketing Activities. This is a article attached image Solution Expected Behavior: This happens when there are too many programs in the Marketing Activities tree. To select your desired Marketing Program, begin typing the Program Name, and results will begin to appear in the Program drop-down. This was designed to increase UI performance when cloning assets into Marketing Activities from Design Studio.

This article describes how to verify if your active Marketo Sales Insight configuration is properly setup via the Sales Insight tab in the Admin section of Marketo Lead Management. If you see an MSI Status of Configuration Problem, a configuration error in your Marketo Sales Insight setup was detected, meaning that one or more of the required fields for synchronization were not properly configured. In the admin area, go to Microsoft Dynamics and click Edit on Field Sync Details. All required fields will be refreshed and configured. Click Save. Caution The following fields must be checked for Sales Insight to work properly: Priority, Relative Score, and Relative Urgency. Go to Sales Insight and confirm that MSI Status shows Configured.

Adobe Marketo offers a number of ways to contact Marketo Support directly for assistance from our different support regions. Further details about your Adobe Success Plan can be found HERE. Note: If your Marketo Instance and Users have been migrated to Admin Console, refer to this Admin Console Overview page for managing the Adobe entitlements across your organization and to engage Marketo Support. Marketo Support Portal (https://support.marketo.com) The Marketo Support Portal features a web form to submit support cases to Marketo Support. The form provides Authorized Support contacts the ability to provide details on the support issue that allows Marketo Support to efficiently and effectively assign your case to the best suited available support engineer. We encourage you to leverage our Best Practices when submitting your case to Marketo Support. Support Services – Regions, Hours, and Languages Authorized Support contacts can engage Marketo Support by calling one of our Adobe Enterprise Phone Numbers for your region. Live Telephone and Online Technical Support Priority 1 incidents: 24x7x365 via phone or online support case Priority 2-4 incidents: Support available during regional business hours via chat or online support case. Regional Business Hours Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents. If Adobe is contacted for support by someone other than the designated Named Support Contacts, Adobe may request that that the support case be resubmitted by a Named Support Contact. Languages Japanese language support is available during Japanese regional business hours, excluding holidays or Adobe days off. Japanese support is not available for Adobe Commerce. With the above exception, all Support will only be provided in English. Support Access Customer will grant Adobe Support access to applicable customer systems via remote support tools controlled by Adobe for the purpose of troubleshooting and support services. Regional Business Hours for Support Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents. Americas Europe, Middle East & Africa Asia Pacific Japan 6 am – 5:30 pm 9 am – 5 pm 9 am – 5 pm 9 am – 5 pm

Issue When attempting to import a list in the UI, an error appears that states "Invalid encoding" and the import does not complete. Root Cause Marketo requires the import CSV file be encoded with one of the following: UTF-8, UTF-16, Shift-JIS, or EUC-JP. As next steps: Re-save the file, for example in Excel as file format CSV UTF-8, with the correct encoding. Then re-try the import into Marketo. If the error persists, contact Marketo Support.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Bulk Custom Object Import API: records not deduping when being added to a custom object

How to Add an Additional Domain for Predictive Content

Program Member Custom Field Data Not Syncing To SFDC Campaign Members

Aggregating Two Score Fields

Mismatch between "Added to [custom object]" and "Has [custom object]" filters

Error During Program Import

How to Change the Display Name of Your Marketo Instance

Unable to Clone form from Design Studio into Marketing Activities

UTM Parameters Not Populating on Form Submission with Show Custom HTML for Known People Enabled

SFDC Sync Error - Salesforce setCredential failed with code: {LOGIN_DURING_RESTRICTED_DOMAIN}

See Past Marketo Support Cases & Comments

Does Marketo reuse or recycle old deleted lead IDs

Error exceeded limit for Program Member Custom Fields

MyToken used in Email not reflecting correctly

Leads stuck in Wait Step after Wait Step Change

Can Marketo Increase The Max Integer Value Limit of 2147483647?

No Programs To Select When Cloning Assets From Design Studio To Marketing Activities

Repair Marketo Sales Insight Configuration Problems with Microsoft Dynamics CRM

Contact Adobe Marketo Engage Support

List Import Error: "Invalid Encoding"