Knowledgebase

Featured article

(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 You are sending password reset links, but not receiving those emails, or you are trying to login with what you thought was the correct login without having success. Issue Resolution By default, the Marketo login is an email address. If you needed to reset password for a User, you enter the login which happens to be the email address associated. However, there is a feature that separates the login and email address, where the login could be test@test.com, but the associated email address for this login is your.name@company.com. If this feature is enabled and you needed to reset a password, you would still enter the login (test@test.com) and the reset password email would be sent to the associated email address (your.name@company.com). If you would like the feature that allows for separate login and email addresses, please contact Marketo Support.

Issue How to test Facebook lead generation form functionality without viewing the advertisement on Facebook Solution Use the lead ads testing tool by clicking on the link - https://developers.facebook.com/tools/lead-ads-testing to create a test lead. You should use this tool with a valid Facebook Ad Account. Login to Facebook with the same account you used to set up the integration with Marketo. Select the Page and Form you want to create a test lead from. Ensure the Marketo app (APP ID 1480829408843427) is diplayed on "WEBHOOK SUBSCRIPTION FOR THE SELECTED PAGE" section. Click on the "Create Lead" button. In the "WEBHOOK SUBSCRIPTION FOR THE SELECTED PAGE" Click on "Track Status" button which updates real time until you get a response from Marketo. If you do not have the "WEBHOOK SUBSCRIPTION FOR THE SELECTED PAGE" in Facebook, complete the following: Go into the Facebook Lead Ad Launchpoint service in Marketo and unselect all the pages. Finish the setup and save. Do not delete the Launchpoint service but de-select the pages Go back into the Facebook Lead Ad Launchpoint service and re-select the list of pages. Finish the setup and save. This will kick in the code that registers the webhooks on the pages again. It is important to go through step 1 first or the code will not re-register the page. Try creating a lead using the lead ad testing tool. In Marketo, the email address "test@fb.com" should be created.

Marketo calls direct complaints received from email recipient Abuse Reports. For more information about Abuse Reports review the links below: Why do people report abuse? What Is the Difference between an Abuse Report and a Feedback Loop Complaint? Abuse Reports: What They Are and How to Avoid Them For additional articles reviewing compliance concerns refer to the articles below: What is a Blocklist? Feedback Loops (FBL) Finding Leads that are Auto Unsubscribed for Email Spam Complaints / Feedback Loop (FBL)

Due to the way Excel handles CSV files with unicode data, you may need to follow these steps for importing the file into Marketo as UTF-8 data: Set up your Excel spreadsheet properly for your import (for example, removing unnecessary columns) Select all the data in the spreadsheet. Copy it to the clipboard (control-c in Windows, command-c in OS X) Paste the data into a text editor -- Notepad in Windows, TextEdit in OS XSave the file. In the "Save As" dialog, pick the UTF-8 option in the Encoding section at the bottom of the dialog In TextEdit, set the file to text only using Format -> Make Plain Text before pasting Save the file. In the "Save As" dialog, pick the UTF-8 option in the Encoding section at the bottom of the dialog Import the file into Marketo as a "Tab-separated values" file Your unicode characters should import correctly.

With Marketo's newly released Customer Engagement engine, you can now easily nurture and engage your leads. Not only does the Customer Engagement engine automatically and intelligently deliver the right content to the right person, at the right time, but you now no longer have to manually create or maintain complex workflows. View this webinar to If you are looking to convert your “traffic cop” nurture program to the Customer Engagement engine. Cheryl Chavez, the Director of Product Management at Marketo will cover the best practices and steps for converting your campaigns. View the training here: http://pages2.marketo.com/cee-training-migration-aug-2013.html Is this article helpful ? YesNo

Issue The URL for the landing page shows as "https" even though you do not have SSL set up on your Marketo instance, causing the browser to display a "Not Secure" warning. Solution This can happen if the primary domain and DNS are SSL secure, but Marketo is not. For instance, if your primary domain is "https://www.mycompany.com" (SSL secure) then the DNS, which is also SSL secure, will push down the "https" transfer protocol down to all the CNAMEs on that DNS. This will force the Marketo landing page using the CNAME to use "https" in the URL, even though it is not secure. There are two ways to resolve this: Work with your IT department to see if there is a non-SSL option for your DNS Purchase SSL for your Marketo instance so that both your primary domain and your Marketo pages are SSL secure. If you would like to add SSL to your Marketo instance, please contact your Account Manager to see about adding that to your subscription.

Here are a few strategies for finding and handling your competitors if they get to your website or in your lead database. Finding your competitors The best ways to find your competitors are form fill-outs and inferred data. You can use filters of these fields to find matching leads already in your lead database. Use the Data Value Changes trigger with these fields to catch these leads as they enter your system. Inferred company This is the best way to spot anonymous competitors visiting your web site. Try using the Inferred Company field to see if Marketo identified them by their IP address information. Email address There's a chance your competitors use their company email address when filling out your form. Search for the domains of your competitors using the Email Address filter with the "contains" operator. Company name Like email address, this is a straightforward way to catch your competitors as they enter their information in your forms. Handling competitors You have a few choices for handling your competitors once you find them. Blacklist them Changing these leads' Blacklisted flag to true will ensure that they don't receive any more emails from you. This is a good way to keep those leads in your database and ensure that they're not part of your email campaigns. This campaign will spot those leads and blacklist them should they appear: Smart List: Trigger on Data Value Changes where Email Address contains [your competitors domains] Flow: Change Data Value -- Blacklisted to true Send an alert You may find it useful to get alerted when your competitors visit your website. Try this campaign: Smart List: Trigger on "Visit Web Page" Filter on "Inferred Company contains [your competitors]" Flow: Send Alert with an email that includes a Send Alert Info token. Schedule: Change the Qualification Rules to 1 per day But don't delete them Deleting these leads was probably your first reaction, but you probably shouldn't. Instead, look at their Activity Log to find out what pages and offers they were viewing. Also if they return to your site, their subsequent activity will be added to that activity log (as opposed to added to a new, anonymous lead).

Issue A Smart List created to track Opened Email activity does not match the Opened count on an Email Performance report Solution Smart Lists specifically track "Open Email" activities in the activity log. "Open Email" is logged when a single-pixel tracking image is downloaded into the email, but some email clients do not download images by default, so it is technically possible for an email to record a clicked link activity without logging an open. Email Performance Reports have a backfill logic to compensate for this. Rule #1: Each email activity record is set to one, and only one, of the following: Delivered, Hard Bounced, Soft Bounced, or Pending. Rule #2: If the email record shows Opened, then it is counted as Delivered. Rule #3: If the email record shows Clicked Email or Unsubscribed, then it is Opened and therefore counted as Delivered. Rule #4: If the email is Opened, then bounces are ignored. If the email has not been opened, Hard Bounced "wins" if the email record also shows Soft Bounced or Delivered. NOTE: As a result of this logic , a metric could potentially count an event (e.g. Delivered) that doesn’t have a corresponding activity log item. This can cause discrepancies in the results when compared to smart lists using email filters.

Note: Please ensure that you have access to an experienced Web developer. Marketo Technical Support is not set up to assist with troubleshooting code. The listOperation SOAP API call allows for the ability to interact with static lists (My Lists) in the Lead Database. The supported operations are adding a lead to list (ADDTOLIST), checking if a lead is a member of the list (ISMEMBEROFLIST), and removing a lead from a list (REMOVEFROMLIST) Note, there is no operation to create a new list (or delete) via the SOAP API. The list must be created beforehand in the Lead Database. In the examples, the list is named "Static List". Example 1 - Request: Adding multiple leads into the list <soapenv:Envelope xmlns:soapenv = "http://schemas.xmlsoap.org/soap/envelope/" xmlns:mkt = "http://www.marketo.com/mktows/"> <soapenv:Header> <mkt:AuthenticationHeader> <mktowsUserId>[User Id]</mktowsUserId> <requestSignature>[Signature]</requestSignature> <requestTimestamp>[yyyy-mm-ddThh:mm:ss-00:00]</requestTimestamp> </mkt:AuthenticationHeader> </soapenv:Header> <soapenv:Body> <mkt:paramsListOperation> <listOperation>ADDTOLIST</listOperation> <listKey> <keyType>MKTOLISTNAME</keyType> <keyValue>Static List</keyValue> </listKey> <listMemberList> <leadKey> <keyType>IDNUM</keyType> <keyValue>213</keyValue> </leadKey> <leadKey> <keyType>IDNUM</keyType> <keyValue>215</keyValue> </leadKey> </listMemberList> </mkt:paramsListOperation> </soapenv:Body> </soapenv:Envelope> Example 1 - Response: <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:ns1="http://www.marketo.com/mktows/"> <SOAP-ENV:Body> <ns1:successListOperation> <result> <success>true</success> <statusList xsi:nil="true"/> </result> </ns1:successListOperation> </SOAP-ENV:Body> </SOAP-ENV:Envelope> Example 2 - Request: Check to see if leads are a part of list. One lead (Lead ID #213) is and the other (Lead ID #70) is not <soapenv:Envelope xmlns:soapenv = "http://schemas.xmlsoap.org/soap/envelope/" xmlns:mkt = "http://www.marketo.com/mktows/"> <soapenv:Header> <mkt:AuthenticationHeader> <mktowsUserId>[User Id]</mktowsUserId> <requestSignature>[Signature]</requestSignature> <requestTimestamp>[yyyy-mm-ddThh:mm:ss-00:00]</requestTimestamp> </mkt:AuthenticationHeader> </soapenv:Header> <soapenv:Body> <mkt:paramsListOperation> <listOperation>ISMEMBEROFLIST</listOperation> <listKey> <keyType>MKTOLISTNAME</keyType> <keyValue>Static List</keyValue> </listKey> <listMemberList> <leadKey> <keyType>IDNUM</keyType> <keyValue>213</keyValue> </leadKey> <leadKey> <keyType>IDNUM</keyType> <keyValue>70</keyValue> </leadKey> </listMemberList> </mkt:paramsListOperation> </soapenv:Body> </soapenv:Envelope> Example 2 - Response: <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:ns1="http://www.marketo.com/mktows/"> <SOAP-ENV:Body> <ns1:successListOperation> <result> <success>false</success> <statusList> <leadStatus> <leadKey> <keyType>IDNUM</keyType> <keyValue>213</keyValue> </leadKey> <status>true</status> </leadStatus> <leadStatus> <leadKey> <keyType>IDNUM</keyType> <keyValue>70</keyValue> </leadKey> <status>false</status> </leadStatus> </statusList> </result> </ns1:successListOperation> </SOAP-ENV:Body> </SOAP-ENV:Envelope> Example 3 - Request: Similar to Example 2, but all leads are valid <soapenv:Envelope xmlns:soapenv = "http://schemas.xmlsoap.org/soap/envelope/" xmlns:mkt = "http://www.marketo.com/mktows/"> <soapenv:Header> <mkt:AuthenticationHeader> <mktowsUserId>[User Id]</mktowsUserId> <requestSignature>[Signature]</requestSignature> <requestTimestamp>[yyyy-mm-ddThh:mm:ss-00:00]</requestTimestamp> </mkt:AuthenticationHeader> </soapenv:Header> <soapenv:Body> <mkt:paramsListOperation> <listOperation>ISMEMBEROFLIST</listOperation> <listKey> <keyType>MKTOLISTNAME</keyType> <keyValue>Static List</keyValue> </listKey> <listMemberList> <leadKey> <keyType>IDNUM</keyType> <keyValue>213</keyValue> </leadKey> <leadKey> <keyType>IDNUM</keyType> <keyValue>215</keyValue> </leadKey> </listMemberList> </mkt:paramsListOperation> </soapenv:Body> </soapenv:Envelope> Example 3 - Response: <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:ns1="http://www.marketo.com/mktows/"> <SOAP-ENV:Body> <ns1:successListOperation> <result> <success>true</success> <statusList xsi:nil="true"/> </result> </ns1:successListOperation> </SOAP-ENV:Body> </SOAP-ENV:Envelope> Example 4 - Request: Remove leads from the list. One lead (Lead ID #213) is a member of the list, the other (Lead ID #70) is not <soapenv:Envelope xmlns:soapenv = "http://schemas.xmlsoap.org/soap/envelope/" xmlns:mkt = "http://www.marketo.com/mktows/"> <soapenv:Header> <mkt:AuthenticationHeader> <mktowsUserId>[User Id]</mktowsUserId> <requestSignature>[Signature]</requestSignature> <requestTimestamp>[yyyy-mm-ddThh:mm:ss-00:00]</requestTimestamp> </mkt:AuthenticationHeader> </soapenv:Header> <soapenv:Body> <mkt:paramsListOperation> <listOperation>REMOVEFROMLIST</listOperation> <listKey> <keyType>MKTOLISTNAME</keyType> <keyValue>Static List</keyValue> </listKey> <listMemberList> <leadKey> <keyType>IDNUM</keyType> <keyValue>213</keyValue> </leadKey> <leadKey> <keyType>IDNUM</keyType> <keyValue>70</keyValue> </leadKey> </listMemberList> </mkt:paramsListOperation> </soapenv:Body> </soapenv:Envelope> Request 4 - Response: <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:ns1="http://www.marketo.com/mktows/"> <SOAP-ENV:Body> <ns1:successListOperation> <result> <success>false</success> <statusList> <leadStatus> <leadKey> <keyType>IDNUM</keyType> <keyValue>213</keyValue> </leadKey> <status>true</status> </leadStatus> <leadStatus> <leadKey> <keyType>IDNUM</keyType> <keyValue>70</keyValue> </leadKey> <status>false</status> </leadStatus> </statusList> </result> </ns1:successListOperation> </SOAP-ENV:Body> </SOAP-ENV:Envelope> Example 5 - Request: Similar to Example 4, but all leads are valid <soapenv:Envelope xmlns:soapenv = "http://schemas.xmlsoap.org/soap/envelope/" xmlns:mkt = "http://www.marketo.com/mktows/"> <soapenv:Header> <mkt:AuthenticationHeader> <mktowsUserId>[User Id]</mktowsUserId> <requestSignature>[Signature]</requestSignature> <requestTimestamp>[yyyy-mm-ddThh:mm:ss-00:00]</requestTimestamp> </mkt:AuthenticationHeader> </soapenv:Header> <soapenv:Body> <mkt:paramsListOperation> <listOperation>REMOVEFROMLIST</listOperation> <listKey> <keyType>MKTOLISTNAME</keyType> <keyValue>Static List</keyValue> </listKey> <listMemberList> <leadKey> <keyType>IDNUM</keyType> <keyValue>213</keyValue> </leadKey> <leadKey> <keyType>IDNUM</keyType> <keyValue>215</keyValue> </leadKey> </listMemberList> </mkt:paramsListOperation> </soapenv:Body> </soapenv:Envelope> Example 5 - Response: <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:ns1="http://www.marketo.com/mktows/"> <SOAP-ENV:Body> <ns1:successListOperation> <result> <success>true</success> <statusList xsi:nil="true"/> </result> </ns1:successListOperation> </SOAP-ENV:Body> </SOAP-ENV:Envelope> Related Learning Resources Marketo SOAP API Reference

If you didn't "Grant access to all users” for “Choose security level” during the install of Marketo Sales Insight please follow the steps below. 1. Grant access to all visualforce pages in the package to all required user profiles. 2. Login to Salesforce 3. Navigate to setup->develop->pages. 4. Click on security next to the required visualforce page that have mkto_si Your users should now be able to access Marketo Sales Insight.

Marketo recommends keeping the FT (First Touch) and MT (Multi-Touch) in separate reports . Though they are attribution metrics, FT and MT use different measures to derive pipeline and revenue attribution. One should not try to compare FT and MT metrics and having them in the same reports may cause confusion. Step 1: In RCE, Program Opportunity Analysis, identify the Program and Opportunity of interest. If verifying FT, pull in relevant FT metrics. Ditto for MT. Also pull in Opportunity Closed and Opportunity Stage. The combination will tell you if the status of opportunity (open, won, lost) - which does affect attribution. Step 2: For the opportunity, find out the lead(s) associated to that opportunity and opportunity create/close date, status information. One way is to get this information is to do so in SFDC. In SFDC, search for that Opportunity and scroll down to the Contact Role section to identify the associated leads (contact). Other opportunity information should also be available. Another way is in RCE, Opportunity Analysis area. Filter Opportunity Name to the opportunity of interest. Pull in # of Opportunities and Lead Name. You can also find out oppty create/closed date, status in this area. Step 3: Find out acquisition and success status/dates for the leads in the program In Marketing Activities, go to the program and click on Member. Search for the lead by name. The column Acquired By and Success will tell you if the lead is acquired by the program and/or achieved success, respectively. If the lead is acquired, to get Acquisition Date for this lead, in the lead grid, choose column Acquisition Date If the lead achieved success, to get Success date: Go to Lead details, click on Activity Log tab Search for program name and filter on activity type 'Change Status in Progression' Locate the FIRST success activity when a lead changed to a successful status. RCA only counts the first success. The activity date is the success date. Step 4: Evaluate if program is qualified for attribution for the program The combination of Acquisition program/date, success status/date, opportunity create/close dates and opportunity status will help determine FT/MT attribution. The rules of attributions is documented in Product Docs. With all the information gathered, you can now determine if the program is qualified for attribution for this opportunity. Again, this technique is to verify if the program should get some attribution and doesn't necessarily give you the exact units and dollars.

Issue Unsubscribes are no longer or only sometimes attributing to email assets after switching to a custom unsubscribe page, form, one click unsubscribe or not using the Marketo system default Unsubscribe field. Solution There are a series of steps that must take place for Marketo to attribute unsubscribes to the email asset for reporting purposes. The record must click a link in the email asset which contains the following querystring parameter on the link. This link may be to a Marketo landing page or a non Marketo landing page, either will work fine. Required parameter: ?mkt_unsubscribe=1&mkt_tok=##MKT_TOK## The record must submit a Marketo form. The system default Unsubscribed field must change from false to true via this form submission. (this can be changed back to false after the submission if you do not use this field for unsubscribes) If these actions do not occur as above, we may not attribute the unsubscribe to the email asset. Why are some being tracked? Those that are being tracked are almost always because of the record unsubscribing via the email host provided link (ex. GMail hosted emails) Are records unsubscribed even if it does not attribute to the email? Yes, as long as the field Unsubscribed is true on the record, we will not send the record a non-Operational email. If you would like a one click unsubscribe solution for your records, this is still possible through the use of the Forms 2.0 API and submitting the form in the background.

You or your users may be having problems with images not showing up in the body of an email. If images are that are embedded in the body of the email are not showing up in recent versions of Microsoft Outlook, then follow these steps: Outlook 2007 1. Open Outlook. 2. Click Tools -> Trust Center (Outlook 2007). 3. Uncheck the box, ‘Don’t download pictures automatically in HTML e-mail messages or RSS items’. 4. Click OK; restart Outlook and check that images appear. Outlook 2010 1. Open Outlook. 2. Click File -> Options -> Trust Center (Outlook 2010). 3. Click ‘Trust Center Settings’. 4. Uncheck the box, ‘Don’t download pictures automatically in HTML e-mail messages or RSS items’. 5. Click OK; restart Outlook and check.

If you have registered for Marketo Foundation Virtual or Classroom or other live training or workshop sessions, and have not yet received a confirmation or are having difficulty accessing a session, here are some things to check: Q: When did you register? A: Registration closes the Friday before the Monday class start, or when the class is full, whichever comes first. You will NOT be able to register the morning of a class; we recommend registering at least a week ahead of time. Q: Does Marketo send a “you cannot Register” note? A: The course catalog indicates that the course is full once all registrants are approved and all seats taken. You will not be Registered if the course is full. However, we often receive more registrations than available seats before we've approved all registrations. In that case, you will receive a message from us indicating that the course is full and a link to the next available class. Q: I've registered. How do I know my Registration is confirmed? A: You are only fully registered for a course once you have received your confirmation email. If you have not received your confirmation email within two business days of your registration, it is possible that you did not complete your registration (all required fields must be filled out, and the form fully submitted). If that is the case, please attempt to re-register. If your registration is accepted, you will receive your confirmation email within two business days. Q: Where is my confirmation email? A: If you have not received confirmation or reminder messages from GoToTraining within one business day of the start of your session, please check your email's spam and/or quarantine folders. The message will come from us, but the sender email is customercare@gototraining.com--make certain that this email address is on your approved senders list. Q: Do I get a different meeting link for each day of class? A: You'll use the same meeting link for all the sessions in that week. Q: Can I share the training meeting URL link with others in my organization? A: The link is unique to you. Please do not forward or share it. If someone else uses your session link before you do, you will be locked out and will be unable to attend that day's session. However, you can use a single access in a conference room setting if you wish to use the session as a group learning within your company. Note that if you choose this method, only the registrant will show in our records as having attended the course. Q: I have followed the link for my session, but it won't start. A: On occasion, the GoToTraining utility will freeze when it's loading. Make sure that you have java enabled on your browser. We find that Firefox is the most stable browser to use with GoToTraining. If your session does not fully load after a few minutes, you may need to restart it. If it still does not load completely, please contact GoToTraining support through their support site:http://support.citrixonline.com/en_US/gototraining Q: I need to attend my sessions over different weeks. How do I register? A: Currently, you'll need to register for each week you're interested in attending, even if only attending a portion of the course. Q: When is the next course? A: See http://community.marketo.com/MarketoCourses for all upcoming dates for Marketo Foundation Build Workshop live online sessions. Q: I want to take the 5th module (on demand). Where is it? A: Module 5 is covered in two parts: Reporting: http://community.marketo.com/MarketoFoundationMLMReporting Modeler: http://community.marketo.com/MarketoRCAModelerFundamentals

Issue: You would like to change the position of the form button. (Typical case: You've just changed the button color of the form and now you want to change the position.) Please ensure that you have access to an experienced Web developer. Marketo Technical Support is not set up to assist with troubleshooting code. Solution: Add css style using adding the margin-left property referencing the button. The following code snippet can be a positive or negative number to shift the button left or right. Typically if you used the button solution, add the margin-left property as in the screen shot - or add the code below in a custom html block. Code snippet: <style> div.buttonSubmit input, div.buttonSubmit span { margin-left: 50px; } </style> Related Articles How to move the form button up or down using CSS Forms 1.0 - Change the Style of the Submit Button

As part of your efforts to maintain a healthy inbox delivery rate, you should be monitoring your email bounce rates. If your hard bounce rate climbs above 5%, you should take a closer look at what’s going on. If your hard bounce rate hits 10% or more, you should be concerned about your data quality. If you have a high hard bounce rate, it is likely that you have a high number of invalid addresses. An invalid address is an address that has never existed or no longer exists, so mail will never be delivered to these addresses. Marketo automatically stops sending to these addresses, so you do not need to worry about suspending or removing them. But having a high invalid address rate could cause you major delivery problems and reputation issues, and could indicate problematic data sources or list segmentation practices that should be reevaluated. A high invalid address rate can lead to outright blocking of your mail at major ISPs. Many ISPs monitor the number of invalid addresses being sent to at their domains by specific senders. Once a certain threshold is hit, those ISPs will block mail coming from the offending sender. ISPs behave this way because they view a high rate of invalid addresses as an indication of problematic data practices of the sender. At best, a high invalid address rate means you are not sending to an engaged, active audience. At worst, it means that you are sending to purchased or rented lists, which is a violation of Marketo’s Email Use and Anti-Spam Policy. Chances are, if you have a high invalid address rate, there are other issues with your data that could also contribute to. If you receive a notification that we have noticed a high invalid address rate associated with your mailings, you should ask yourself some questions about your list management practices. Below are some things to consider: - Have you recently added any new leads or lead sources? Purchased lists are often full of invalid addresses. We often find that purchased lists contain numerous addresses from domains that don’t even exist any more. While you can use purchased lists to bulk up the data you have for existing leads, you cannot use them to bulk up your lead database. -Have you recently targeted old or inactive leads? We strongly recommend that you never send to an address that you haven’t mailed to for over a one year. You should be mailing to your contacts at least every six months. This will help prevent high invalid address rates, and will also help keep you and your content fresh in your contacts’ minds. If you do have to send to older leads, you should break up your lists and send to your most recent and active contacts first. - Who are you targeting? Some senders have more problems with high invalid address rates because of their target audiences. For example, targeting .edu domains often causes high invalid address rates because these are school addresses that have a higher turnover rate. B2B campaigns may sometimes have higher invalid address rates because of similar turnover rates at businesses. The best way to avoid high invalid address rates is to send to opted-in, engaged recipients. To help with this, a lot of senders clear out their inactive leads every six months or so. An inactive lead is a contact that has taken no action in the given time period— they haven't opened an email, clicked a link, visited your webpage, attended a webinar, and so forth. This can help with both your high invalid address rates and spam complaints. Inactive leads are a dangerous group to continue mailing to because their behavior proves that they do not want to interact with your mail, and will therefore likely complain to us or to their ISPs about it. We have a great resource on how to create a Smart List to remove inactive leads here. If you still need some help, please feel free to reach out to our Support team (support@marketo.com). Additional resources: Dos and Don'ts of Effective Lead Generation Best Practices for Purchased Data

Abuse Report An abuse report is when an email recipient forwards a complaint directly to abuse@marketo.com. Marketo’s Privacy and Compliance Team processes all complaints to these addresses and will unsubscribe the complainer when possible. Feedback Loop Complaint A feedback loop complaint is when an ISP forwards the complaints that originate from their users. For example, when someone clicks the SPAM or JUNK button in their email client. ISPs that offer FBLs expect that subscribers like Marketo will mark the complainer as unsubscribed in the original database. Marketo does process FBL complaints and marks the email address as unsubscribed. Additional Information: Feedback Loops (FBL) Abuse Report Deep Dive Finding Leads that are Auto Unsubscribed for Email Spam Complaints / Feedback Loop (FBL) Is this article helpful ? YesNo

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Login vs Email Address

Using the Facebook Lead Ads Testing Tool

Landing Page Test Group Rerouting To Fallback Page

Abuse Report Deep Dive

Importing Unicode Data into Marketo

Customer Engagement Engine Training: Converting Your Traffic Cop

Browser Displays Not Secure Warning When Viewing Marketo Landing Pages

Finding Competitors as Leads in your Database

Smart List and Email Performance Report Show Different Numbers for Opens

Wait Step Duration Options

Adding a Marketo Form to an Email

Example SOAP API Call - listOperation

Users Can't Access Marketo Sales Insight

How To to Identify a Unique Relationships between Opportunities and Programs

Unsubscribes Not Tracking in Reporting

Images that are embedded in the body of the email are not showing in Outlook 2007 / 2010

Marketo Foundation Virtual FAQ

How to move a form button left or right using CSS

High Invalid Address Rates: The what, how, and why you should care

What’s the difference between an Abuse Report and a Feedback Loop Complaint?