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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?

Issue Description An email was sent to leads but immediately returned an 'Email Bounced Soft' Activity Type with the Activity Details stating: 'Details: Empty address: []' Issue Resolution This is due to a token used in the 'From Address' Field in the Email editor that does not have a valid value or valid default value. For example: {{lead.Partner Email:default=edit me}} The Record's field value for 'Partner Email' is Empty. As there is no value for the record the token would use the default value 'edit me' which is not a valid value. A valid value must be an email string format such as mark@eto.com

Issue Description When editing a template and you validate the HTML, you receive an error of 'Error: Nested Editable Element: ...' with the id of the element following causing you to not be able to approve the template. Issue Resolution This is due to having an element with a 'mkto...' class nested inside another element with a 'mkto...' class. Below is an example: <div class="mktEditable"> <div class="mktEditable"></div> </div> You will need to remove the 'mkto...' class reference from one of the elements to be able to pass validation and approve the draft as in the corrected example below: <div class="mktEditable"> <div class="newClassName"></div> </div>

Issue Description Unable to send Operational Email via Marketo Sales Insight when the lead is flagged as unsubscribed. Issue Resolution Check the settings for your Sales Emails in Admin > Sales Insights. You may have them set to "Respect Unsubscribe Settings." If you wish for MSI to respect the operational email flag this will need to be changed to "Ignore Unsubscribe Settings" for Operational Emails. Who This Solution Applies To Customers using Marketo Sales Insight

Background This document provides updated information for customers that were impacted by the Communication Limits issue beginning on June 11, 2019, or June 14, 2019, depending on the data center your instance is in. During this issue, our systems may have inadvertently over tracked the send count per lead or missed tracking the count resulting in too few or too many emails sent to leads. For more background information regarding this issue, please refer to the Communication Limits Issue: FAQ document. Impact Update We also identified that this issue may have resulted in incorrect email send count database entries for dates in the future. The number of incorrect database entries coincides with the number of times a lead was processed during a campaign. The newly identified issue only impacted customers with subscriptions that have a default subscription time zone that is ahead of Central Time (GMT-05:00), starting from Eastern Time (GMT-04:00) all the way to Kiribati (GMT+14:00). While customers with Pacific Time Zone as their default subscription time zone setting would not be affected, customers in Eastern Time, EMEA, and APAC times zones may have been impacted. To determine which time zone your subscription is set to, follow the steps outlined in our Marketo Docs. Below is a brief example of the impact this issue may have caused. Example: Let’s say the per day communication limit is 1 and Lead A was sent 1 email on June 20, 2019, through a smart campaign that had 36,000 total leads. If Lead A was in the first batch of 2,000 leads processed during the campaign as described in Communication Limits Issue: FAQ, Lead A would have processed for count tracking purposes a total of 18 times during the campaign (36,000 total leads in the campaign divided by 2,000 leads processed per batch equals 18 total batches processed in the smart campaign). The newly identified issue would have caused the email send count of 1 to be entered into the database 1 additional day into the future for every time they were processed during the campaign. In this example smart campaign, on June 20, 2019, Lead A’s email send count would have been updated to show 1 email sent every day until July 7, 2019 (18 total days). Due to the per day communication limit of 1, Lead A would not have been eligible to receive any additional emails until after their send count reset on July 8, 2019. If the smart campaign contained 100,000 leads, this issue would have created 50 days of worth of incorrect future email send count entries in the database. To further illustrate the impact of Lead A, if they were sent 1 email through a smart campaign that contained 100,000 leads rather than 36,000 leads, and Lead A was processed in the first batch of 2,000 leads, this issue would have created 50 days of worth of incorrect future email send count entries in the database. As highlighted in previous communications regarding this issue, we did not track the number of emails sent for some leads (Non-processed leads: In the example above, there were 36,000 total leads to be processed. The first 2,000 leads that were processed would have been tracked incorrectly. The remaining 34,000 leads would not have been processed and their email send count was not tracked). For these leads, their impact remains resolved by the patch that was implemented on June 24, 2019. Remediation: Our team implemented a patch on June 24, 2019, at 1:38 PM PDT to resolve the Communication Limits issue. While the issue remains resolved to track count correctly moving forward, the original impact was greater than expected for some customers where bad records still existed in the system. To resolve this issue, we implemented a data fix to clear the incorrect future database entries on July 4, 2019, at 3:26 PM PDT. The data fix cleared all email send count database entries from June 27, 2019, into the future. While all future dated records have been deleted, email send count records that were entered into the database before June 27, 2019, will remain. For important Email Programs and Smart Campaigns that were impacted, you can create a new Smart Campaign to determine which leads did not receive emails that should have. To do so, use the smart list conditions as shown below. Data Fix Side Effect: While our team has resolved the issue of incorrect email send count database entries into the future, we were not able to differentiate between the leads that had been impacted and the leads that were not impacted. The data fix was implemented for all leads, so leads that had legitimately reached their communication limits would have also had their future records deleted. This would result in their email send count being reset and they could potentially receive more emails than they should. If you have any questions or concerns regarding this issue, Marketo’s Customer Support is ready to assist. Please contact us at https://support.marketo.com or through any of the methods listed here. Thank you, as always, for your understanding and partnership as a valued Marketo customer.

Issue Description The exact distinction between the "Email Bounces" and "Email Bounces Soft" filter and trigger is unclear. Issue Resolution The “Email Bounces” trigger or filter will look only at hard bounces, where Marketo received a definitive "No" from the target server. The “Email Bounces Soft” trigger or filter only looks at soft bounces, which occur when we are unable to deliver the email, but did not receive a rejection from the target server. You can use both filters with "OR" logic in order to look at all bounces.

Issue Description API Only user is not appearing when creating a service in [Admin > LaunchPoint] Issue Resolution It is highly likely that the reason why the API user was not appearing because it did not have "API Only" ticked. This can be checked in [Admin > Users & Roles > User > Edit User]. However, this cannot be modified once the API user is created, so in order for the API user to appear in LaunchPoint, "API Only" must be ticked when the API user is created. Reference: https://docs.marketo.com/display/public/DOCS/Create+an+API+Only+User Who This Solution Applies To Admin users

This document provides an overview of the recent import service issue that impacted a subset of customers across our data centers beginning on April 24, 2019. All customers that were impacted were emailed details of the incident on May 15, 2019. If you are unsure if your instance was impacted, please reach out to Marketo support at https://support.marketo.com. Start time: London data center, April 24, 2019, 4:30 PM PDT Sydney data center, April 26, 2019, 2:00 PM PDT San Jose and Ashburn data centers, April 26, 2019, 5:30 PM PDT How to identify what data center your instance is located in: You can deduce the server locations by looking at the URL of your instance. The CNAME=the pod or server your instance is on. The example above indicates that this instance is in our Ashburn data center. The abbreviations for all our data centers are as follows. lon = London sn = Sydney sj = San Jose ab = Ashburn End time: Patch was pushed May 8, 2019, 4:25 PM PDT Service affected: During the impacted timeframe, customers may have noticed that the Email Invalid field for records was inaccurately set to False during list imports. If a record had the Email Invalid field set to True, and a list without the Email Invalid column was imported containing that record, the Email Invalid value would subsequently revert to False. Please note that your list import would not have been impacted if your list contains the Email Invalid column. No other fields were impacted by this issue, including Unsubscribe, Marketing Suspended, Blacklisted, etc. When working as expected, the Email Invalid field is set to True when a certain type of hard bounce occurs such as when the recipient doesn’t exist. Emailing invalid email addresses could trigger another bounce that would revert the Email Invalid field to true if the correct bounce information is returned to our mail systems. For additional information on hard bounces and their classifications, visit our Marketo Docs, resources. What happened: This issue originated from a patch deployed during a recent release. The patch was designed to update the database schema for valid email addresses that are imported through a list. This did not produce the correct behavior and inadvertently caused the Email Invalid field to be set to False. Remediation: Once the cause was identified, our team developed and deployed a patch on May 8, 2019, to revert the changes that introduced this issue. To correct the data that was affected during the impacted timeframe, our team is scoping and designing a bulk data fix process with the highest urgency. We expect this process to take two weeks to complete, with an anticipated end date of May 28, 2019. You can also choose to manually fix the affected data by creating the smart campaign outlined below. If this option is chosen, the data fix being done by our team will not interfere with the corrected values. Email Invalid Data Fix Smart Campaign: Smart List: *Change the date range based on the data center your instance is located in. Sources to copy and paste into the Source multiple value chooser menu: List import Web service API Untrusted List import Web service API - Import to list Flow: Schedule: Uncommon Use Cases to be aware of: 1. The Webservice API source includes BOTH (a) Bulk API Import WITHOUT a "listId" parameter in the REST call and (b) Regular API calls. If a customer uses Regular API Calls ex. (https://developers.marketo.com/rest-api/lead-database/leads/#create_and_update) to update the Email Invalid field to False (during the impacted timeframe) making the lead Marketable, the manual fix above would accidentally set the Email Invalid field back to True making the lead NOT Marketable again. 2. If a customer has a real use case which updated a subset of the affected leads to Email Invalid is False, the manual smart campaign data fix will incorrectly mark them as Email Invalid is True. Note that Marketo does not generate a Change Data Value activity if a field value hasn’t changed. An example sequence of events is provided below; The list import issue inadvertently changed a lead's Email Invalid field from True to False. A Change Data Value activity in the lead's activity log would have been generated. If a customer finds that the lead has a valid email address from another source and updates the leads Email Invalid field to False (No Change Data Value will be generated since no change to the value was made), the data fix will identify such leads as problematic, and reset their Email Invalid field back to True. In summary, there is a chance this process will mark a Marketable lead as Unmarketable via the Email Invalid field. If you have additional questions or experience any issues, please contact Marketo support at https://support.marketo.com, or through any of the methods listed here.

A business wouldn’t be able to run successfully without great data. As a data analyst, we understand that you rely on Marketo to make accurate reports for your company. To make sure you’re using Marketo to the best of its ability, here are some trainings we recommend to help get the most out of Marketo’s data and analytics. Instructor-Led Trainings Check out the Using Marketo Analytics and Reporting instructor-led training to get in depth guidance on how to map and measure your customer journey, tie revenue to your marketing campaigns, share progress through reports and easy-to-read dashboards, and focus your investment where it will have the most impact. Core Concepts II Core Concepts II is a great overview of some of Marketo’s more advanced functions, which can be used to enhance your reports. Free Training Videos Our free training videos on reporting and analytics cover performance insights, standard reports, and analytics. These videos are followed by a brief quiz to check your understanding of the material.

Marketo has a lot of power to bring your business to its true potential – if you know how to harness it. Take advantage of our programs that teach you how to go even further with your Marketo instance. See what we recommend below. Core Concepts II The follow up course to our popular Core Concepts I, Core Concepts II takes it up a notch. This course covers how to nurture your audience using a multi-stream engagement program, save time by using snippets in your content, scale your programs with My Tokens, and more. Free Training Videos Our free training videos cover a wide variety of topics. Venture beyond our Fundamentals videos to find new ways to get the most out of your Marketo experience. Learning Passport Did you know Core Concepts I & II aren’t our only instructor-led trainings? Check out some of our other classes on things like social media marketing, event and webinar programs, and even a Marketo Certified Expert prep course.

Marketo has so many ways to help your business grow, but it can be hard to know where to start. We want to help your team grow with you. Marketo offers a variety of ways to learn more about the uses for Marketo, starting from the very beginning. Check out what we recommend for those just starting out. Marketo University Online A fun, self-paced series of lessons in Marketo basics. Written material, videos, and check in quizzes make this a great way to learn everything you need to know to have a successful Marketo instance. Completing Marketo University Online will also help prepare you to successfully pass the Marketo Certified Associate exam, which helps to ensure mastery of Marketo basics. Core Concepts I One of our most popular instructor-led trainings, Core Concepts I is designed for those looking for a more interactive, hands-on approach to learning the basics. It covers email send programs, A/B testing, email personalization, basic forms and landing pages, and more. Participants will have the opportunity to interact with a demo Marketo instance and get live answers to their questions from our experienced instructors. Free Training Videos Our online free training videos are another easy way to learn at your own pace. Videos are available for skills ranging from beginner to advanced and include brief check in quizzes to test understanding of the material. Our Marketing Fundamentals videos are recommended for those who are new to Marketo.

Issue Description Munchkin activities recording stopped and web page activities were not logged. Since the activities were not immediately registered, any Trigger Campaigns set to initiate when those activities occurred would not have been triggered. Issue Resolution Initial Steps: As soon as you identify an issue with Munchkin Activities recording, contact Marketo Support to ensure that proper steps are taken to prevent any data loss. Once the activity data is back-filled, identify all the Smart Campaigns that were impacted and need to be replayed. If you need assistance to identify which smart campaigns were active during this incident, our Campaign inspector is a great tool to assist you. https://nation.marketo.com/docs/DOC-4470-campaign-inspector-for-triggered-recurring-campaigns. Replay Impacted Smart Campaign: After you have identified the smart campaigns that were impacted, create a new smart campaign using the following smart list filters; For Smart Campaigns triggered by clicking a link on a web page, use the following filters. Select the applicable link and timeframe based off what datacenter your instance is located in. The second filter is to prevent activities that were not impacted from replaying. For Smart Campaigns triggered by a web page visit, use the following filters. Select the applicable web page and timeframe based off what datacenter your instance is located in. The second filter is to prevent activities that were not impacted from replaying. After the Smart List is set up, the flow steps should mirror the flow steps of the original Smart Campaign that you wish to replay. If you experience any issues with replaying the impacted smart campaigns, please contact Marketo support at https://support.marketo.com, or through any of the methods listed here.

Issue Description When using a velocity scripted my.token, the default value is not being used if the field the velocity script is pointing to is not populated. Issue Resolution The reason for this is because velocity script isn't designed to consider a default value the way that a lead token would. It's designed to execute the code to provide the rendered value. Although the UI specifies to look for a default, that's ignored by design since the code itself is only looking for the value for those leads. If the goal is for it to evaluate and provide a known value, otherwise then render a specified default, that needs to be built into the velocity script code itself. Who This Solution Applies To

Issue Description When attempting to add an additional Facebook or LinkedIn Launchpoint service, it does not appear as an option in the drop down. Issue Resolution While we only support one Launchpoint service for each integration type, we support multiple accounts through the Launchpoint service that the customer adds. The user account that is used to authenticate the service will need to have the appropriate permissions to each business page that is going to be used by the instance.

To enhance the stability of Marketo’s email assembly infrastructure, we are disabling some Velocity Script functionality on June 14, 2019. What change is being made? The following Velocity Tools will permanently be disabled for use in email script, on June 14, 2019. My Tokens: classTool contextTool resourceTool Some common use examples of these tools include: $class. getClass() $context. When are these changes taking effect? These changes will take effect in the June 2019 Release on June 14, 2019. How did it work before? The way Velocity Tools are used in your email scripts is highly dependent on the structure of your code and varies on a case-by-case basis. To identify how you are currently utilizing Velocity Tools in your email design, please consult directly with your developer. Documentation on each tool can be found on Apache’s website at the links below: classTool : https://velocity.apache.org/tools/devel/apidocs/org/apache/velocity/tools/generic/ClassTool.html contextTool: https://velocity.apache.org/tools/devel/apidocs/org/apache/velocity/tools/generic/ContextTool.html resourceTool: https://velocity.apache.org/tools/devel/apidocs/org/apache/velocity/tools/generic/ResourceTool.html Why is this changing? We regularly review our infrastructure to ensure it meets the highest standards for stability and security. During a recent review, we identified that a small subset of Velocity Tools could potentially impact the health of our message assembly servers, and as a result, we made the decision to disable these permanently. What do I need to do? If you are currently using Velocity Tools in your email scripting, you will need to review and update your script to use alternate methods before June 14, 2019. Documentation on supported Velocity Scripting can be found on our Developers’ site at http://developers.marketo.com/email-scripting/. Any email script tokens still referencing Velocity Tools after the June 14, 2019 deadline could fail to compile, resulting in emails not rendering as expected or complete send failure. We have identified impacted customers using these Velocity Tools and will alert them individually via Marketo Notifications. Considering the customized nature of Velocity Scripting, Marketo Support is not able to assist with the authoring or troubleshooting of custom code. Please reach out to your developer for assistance. If you no longer have access to a technical resource, you may also contact your CSM to coordinate a scoping call with our Professional Services team.

Current Microsoft Dynamics Version New Microsoft Dynamics Version Requires a New Marketo Instance On-Premise 2016/365 (Version 😎 On-Premise (Version 9) No* On-Premise 2013, 2015, 2016/365 (Version 😎 Online (Version 9) Yes Online 2016 (Version 😎 Online (Version 9) No Migrating from any Microsoft Dynamics version (On-premise or online) to a custom integration will require a new Marketo instance since the Account and Opportunity tables are locked and there is no tool or solution to unlock them. *If a customer is moving to a new on-premise version they will need to move to a new Marketo instance if they plan to update GUIDs and Service Org URL. If the GUIDs and Service Org URL will both stay the same they can use the same Marketo instance.

Issue Description In a recent engagement with support you had your Leads restored, or you plan on restoring your Lead Record. Lead records that are restored will not be able to sync backup with Dynamics. Issue Resolution If the instance is using Microsoft Dynamics sync then the restored lead will not be able to link between Microsoft Dynamics and Marketo. The lead will exist in Marketo (in the backend, it will keep the MS Dynamics GUID) but it will NOT sync data between the systems. If the lead is synced down from Microsoft Dynamics then it will create a duplicate lead which cannot be merged. Who This Solution Applies To Dynamics Users

With the evolving best practices and awareness around data privacy, Marketo will be upgrading how we handle form pre-fill. What change is being made? Starting April 24, 2019, Marketo will only pre-fill form fields if the URL used to navigate to the Marketo landing page contains a valid mkt_tok URL parameter value (which occurs when users click tracked links in Marketo emails). What that means is, any time a person is viewing a Marketo landing page with a form, the URL being used must contain the mkt_tok token in the query string, otherwise the form on that landing page will not be pre-filled. If the URL in the browser window does have a valid mkt_tok tracking token, then the form within the page will pre-fill as expected with data corresponding to the person record associated with that mkt_tok. Also note that if you are embedding Marketo Landing Pages within other web pages using an <iframe>, the mkt_tok would need to be passed from the parent page to the <iframe> URL if you intend for form prefill to work within the <iframe> How did it work before? Previously, Marketo landing pages would rely on Munchkin tracking cookies to identify known person records, and forms would pre-fill based on that cookie. Form pre-fill did not require being linked to a Marketo landing page from a tracked email link. Why is this changing? This upgrade is being made to provide a more consistent and more secure experience with Marketo’s forms. We have identified that, in the past, people have experienced scenarios where data pre-filled into a form didn’t always correspond with the actual person viewing the page. For example, people using a shared computer or those who may have been cookied incorrectly by clicking through a forwarded email, could end up viewing incorrect data associated with a different person. To provide a more consistent customer experience, and as a security enhancement, Marketo is upgrading the conditions under which the form pre-fill will display known customer information. In short, pre-fill will only work when users clickthrough links in Marketo emails, demonstrating that they have ownership of the email address associated with the known person record. Below is a list of different scenarios and how form pre-fill will work moving forward. Please note, these changes to form pre-fill will not affect any other functionality of Marketo Forms, including the progressive profiling feature. Scenario Will the form pre-fill? Notes Clicking a tracked link in a Marketo email to a Marketo landing page with a form which has pre-fill enabled Yes The email link must have mkt_tok enabled. Links that are not tracked or that have mkt_tok disabled will not work. Navigating directly to a Marketo landing page with a form which has pre-fill enabled No A direct link to the landing page will not have the mkt_tok present in the HTTP request. Refreshing a Marketo landing page with a form which has pre-fill enabled No The mkt_tok is stripped from the URL after Marketo Landing Pages load so refreshing the page will not include the mkt_tok in the URL. As a result, pre-fill will not work. Clicking a link in a sample email to a Marketo landing page with a form which has pre-fill enabled No The sample email will not have a valid mkt_tok attached to the link and so will not pre-fill the form. If you wish to test form pre-fill you will need to use a real email from a Marketo campaign. Navigating to a non-Marketo page that includes an embedded Marketo form which has pre-fill enabled No This behavior does not change with the upgrade. Pre-fill has never been supported for Marketo forms that are embedded on non-Marketo pages. Navigating to a non-Marketo page that includes an <iframe> pointing to a Marketo Landing Page that includes a form with pre-fill enabled With custom implementation The form within the Marketo Landing Page that is being loaded in the <iframe> will pre-fill if the mkt_tok value from the original HTTP request is passed along to the <iframe> URL Visiting a Marketo page with a mkt_tok that is not associated with the same person record as an existing Marketo Munchkin cookie currently stored on the browser No This will prevent the wrong person’s information from being displayed in cases where a computer is shared, or an email with a mkt_tok tracked link is forwarded to another person that may already be cookied as a known person in your database. Copying a Marketo tracked link from an email and sharing/pasting it externally (email, blog, chat, social media post, etc.) that enables another individual to click the tracked link Yes The tracked link in a Marketo email will redirect to a URL with the mkt_tok included, so anyone clicking this link will reach a page and see pre-fill data associated with the known person record from the “to” line of the email.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Email Bounced Soft With Details 'Empty address: []'

Receiving 'Error: Nested Editable Element: ...' when editing a template

MSI Unable to send Operational Emails to Unsubscribed Recipients

Communication Limits Issue Impact Update

The Difference between “Email Bounces” and “Email Bounces Soft”

API Only User Is Not Appearing When Creating a Service In [Admin > LaunchPoint]

Import Service Issue - Email Invalid Fix

Education Resources for Marketo Data Analysts

Education Resources for Experienced Marketo Users

Education Resources for New to Marketo Users

Replay Trigger Campaigns That Failed Due To Munchkin Activities Recording Issues

Velocity scripted tokens not using default values

Marketo Program Salesforce Campaign Status Mismatch

Unable to add multiple Facebook/LinkedIn services

Unsupported Velocity Tools Disabled in June 2019 Release

Marketo Integration with Microsoft Dynamics Upgrade Guide

Restored Leads not syncing back up with Dynamics

Form Pre-Fill Feature Upgrade

Using Tokens in Smart Campaigns

Email Dashboard not Displaying Accurate Data