This article lists some of the issues that you might experience with the launching of your email campaigns, along with the reasons for them and a description of how to fix the problem.
Unable to launch campaign due to invalid characters in the email content
Although emojis are supported in the subject line of an email, they are not supported in the body text.
If you email body text contains an emoji or other unsupported characters you will not be able to launch the email and will receive an error message.
Emails not sent due to wrong email address syntax
Generally speaking, the local part of an email address (the part before the @ sign: firstname.lastname@example.org) supports any ASCII character. However, most clients, forms and providers will not allow them. It is therefore recommended never to use any special characters except for underscore (
_), dot (
.) and dash (
-). The domain part (the part after the @ sign: email@example.com) is even more restrictive.
Here is a simple graphic showing which characters can reliably used.
Emarsys checks all email addresses before launching an email campaign. If an address contains an invalid character, it will appear as Wrong email address syntax in the Number of emails not sent table on the Results Summary page of the email analysis. There are too many invalid characters to list, but below is a list of all valid characters supported by Emarsys. If a character does not show up, it is invalid.
You may want to create a segment of contacts with such email addresses and try to engage them on another channel, and obtain a valid email address for them.
|Character||Valid in Emarsys||Valid globally (in theory)|
|Character||Valid in Emarsys||Valid globally|
There are efforts to start allowing non-ASCII characters in email addresses due to the increasing number of people using non-latin-based languages (RFC 6530 standard that would allow UTF-8 characters), but this has not yet had any impact globally.
Emails not sent due to No content (‘counted’ sections)
This is a safety feature in the VCMS editor which ensures that no contacts can receive an email which contains no meaningful content. It does this by checking that every contact in the launch list is eligible to see at least one section that has been marked as counted for sending.
The counted sections are defined in the Emarsys template, and are typically those section groups which contain the core message of the email (i.e. not the header or footer). Every template must have at least one such group.
With this feature, you can highly personalize your emails and target different segments within the same launch list with tailored content. If a recipient fails to qualify for this content, they are excluded from the launch and listed in the Results Summary under No content.
If no contacts at all qualify for this content, for example if you have selected the wrong launch list or made a mistake in the segment criteria, the entire launch will be stopped and you will be notified.