Frequently Asked Questions

Subscriptions

Contacts

Campaigns

Reports

More Help


Subscriptions

Q:
Can I try EmailCampaigns before buying?
A:

Yes! Click here to create a free trial account.

Back to top

Q:
How does a trial account work?
A:

With a free trial account, you can access and use all of the features in the system. Your trial account includes up to 100 complimentary credits (1 credit = 1 email) that you can use to send emails to your contacts. Your trial account will remain active for up to 3 months. When you are ready to begin a paid subscription, click the "SETTINGS" link in the upper right of your account, go to the "My Subscription" tab, and click the "Update Subscription" button to purchase your subscription.

Back to top

Q:
How long does the trial last?
A:

Your trial account will remain active for 3 months. After that point, you will need to select a paid subscription to continue using your account.

Back to top

Q:
What happens if my trial expires before I have updated my account to a paid subscription?
A:

We will maintain all of the data in your account for 90 days after it has expired. After 90 days, your data will be permanently deleted from the system and will be unrecoverable.

Back to top

Q:
What are the subscription options?
A:

There are two types of subscriptions available - Monthly Plans and Credits. With a monthly plan, your credit card is billed in advance based on the number of unique usable contacts in your account. With a credits subscription, you can purchase a block of credits that can be used at any time.

Back to top

Q:
How do I decide which subscription is best for me?
A:

A monthly plan is ideal for those who email their contacts on a monthly or weekly basis. You can send to your contacts as many times as you would like to within the month. Select a monthly plan based on the number of unique email addresses in your database. A credits subscription is ideal for those who email their contacts less frequently. Since credits do not expire, you can select any level and use them as you need them. Click here to view subscription pricing.

Back to top

Q:
How is the number of contacts calculated for my subscription?
A:

The number of contacts is the total number of unique usable contacts in your account. Usable contacts are those who have not opted out or been classified as bounced. Each email address is only counted once, regardless of how many groups it may be stored in. You can send to your contacts an unlimited number of times within any given month.

Back to top

Q:
What are usable contacts?
A:

Usable contacts are those who have not opted out or been classified as bounced. Each email address is only counted once, regardless of how many groups it may be stored in.

Back to top

Q:
How many times can I send to my contacts?
A:

With a monthly plan, you can send to your contacts an unlimited number of times. With a credits subscription, you can send to your contacts as many times as your credits will allow (1 credt = 1 email).

Back to top

Q:
What if I have more than 25,000 contacts?
A:

Contact us at info@emailcampaigns.com for additional information.

Back to top

Q:
What happens if my number of contacts changes?
A:

If the number of your contacts exceeds the level you selected when signing up for your account, you will be prompted to upgrade your account to the next subscription level. If the number of your contacts falls below the level you selected when signing up for your account, you can choose a lower subscription level. Please note refunds are not issued for a partial month if you choose a lower subscription level.

Back to top

Q:
How long will credits last?
A:

Credits do not expire and will remain available for your use as long as your account is active.

Back to top

Q:
How do I purchase?
A:

When you are ready to begin a paid subscription, follow these steps:

  1. Click the SETTINGS text link in the upper right of your EmailCampaigns account.
  2. Click the My Subscription tab.
  3. Click the Update Subscription button.
  4. Click the heading name of the subscription type (e.g. one of the Monthly Plans or Credits rows) to view the purchase options available.
  5. Click the Buy button once you have made your selection
  6. You will be taken to the Stripe payment window to enter your credit card details.
  7. Enter your email address and credit card details, and click the Pay button to complete the purchase.

Back to top

Q:
Is the subscription fee the only cost?
A:

Yes! There are no setup, license or support charges. There are no "per email" charges. And there are no charges to access certain features.

Back to top

Q:
Can I change my subscription type?
A:

Yes, click the "SETTINGS" link in the upper right of your account, go to the "My Subscription" tab, and click the "Update Subscription" button to modify your subscription. Please note that subscriptions are pre-paid and non-refundable. Refunds will not be issued for a partial month or any unused credits remaining at the time of cancellation.

Back to top

Q:
Can I cancel my EmailCampaigns account?
A:

Yes, click the "SETTINGS" link in the upper right of your account, go to the "My Subscription" tab, and click the "Cancel Subscription" button. There are no cancellation fees, but please note that subscriptions are pre-paid and non-refundable. Refunds will not be issued for a partial month or any unused credits remaining at the time of cancellation.

If you cancel a monthly plan subscription type, your account will remain open and active until the end of the pre-paid monthly term. This means you can continue sending campaigns during this time.

Back to top

Q:
How does payment work?
A:

All payments for EmailCampaigns are in USD and are processed through Stripe to ensure the security of your credit card information.

If you select a monthly plan, you will be automatically billed each month on the same day as your original purchase (or the closest day to it for cases such as the 31st).

Because Stripe processes the payments, we do not directly access or store your credit card details, which is in the interest of your privacy and safety.

Back to top

Q:
Can I get a refund?
A:

No. You may cancel your subscription at any time (see "Can I cancel my EmailCampaigns account?"), however all subscriptions are pre-paid and non-refundable. Refunds will not be issued for a partial month or any unused credits remaining at the time of cancellation.

Back to top


Contacts

Q:
Do you have a list I can use?
A:

No. We do not supply contact databases. Only users with legitimate permission-based opt in databases are allowed to use our service.

Back to top

Q:
Can I rent or buy a contact database from somewhere else?
A:

Absolutely not. The EmailCampaigns Terms & Conditions forbid the use of rented or purchased lists within our system, and the use of such lists will result in the immediate cancellation and suspension of your account.

Back to top

Q:
How do I get my contacts from my computer, web site or CRM system into EmailCampaigns?
A:

Export your contacts from the original source to a spreadsheet CSV or XLS (Excel) file. Then, import that file into EmailCampaigns under the Contacts section.

Back to top

Q:
How do I get my contacts from another email program into EmailCampaigns?
A:

Follow these instructions to produce a CSV or Excel file from the following applications:

Outlook:

  1. Go to File > Import/Export > Export from the main menu
  2. Choose Comma Separated Values (Windows) > Select Contacts
  3. Save exported file (you may need to delete any empty or extra columns before importing)

Outlook Express:

  1. Go to File > Export > Address Book from the main menu
  2. Choose Text File (Comma Separated Values)
  3. Click Export
  4. Save exported file (you may need to delete any empty or extra columns before importing)

Gmail:

  1. Click Contacts
  2. Click Export in the upper right
  3. Select Everyone and Outlook CSV format, and click the Export button
  4. Save exported file (you may need to delete any empty or extra columns before importing)

Windows Live/Hotmail:

  1. Go to Related Places > Contact List
  2. Select Manage > Export
  3. Enter the special characters as shown and click the Export button
  4. Save exported file (you may need to delete any empty or extra columns before importing)

Yahoo:

  1. Click Contacts
  2. Go to Tools > Export
  3. Click the Export as Outlook CSV button
  4. Save exported file (you may need to delete any empty or extra columns before importing)

AOL:

  1. Click Contacts
  2. Go to Tools > Export
  3. Select the Comma separated values (CSV) option and click Export
  4. Save exported file (you may need to delete any empty or extra columns before importing)

Others

Refer to the Help section in your email client or service for information on how to export your address book or contacts.

Back to top

Q:
What if I have trouble importing my Excel file?
A:

Open the file, delete any extra or empty columns, and save the file as Comma Separated Values (CSV) format. Then try the import again.

Back to top

Q:
Is it safe and secure to import my contact database into EmailCampaigns?
A:

Yes, EmailCampaigns is hosted in a secure environment using industry best practices to protect your data. Only a select few EmailCampaigns staff may access this data on a time limited basis for technical support purposes. The EmailCampaigns Privacy Policy provides additional details.

Back to top

Q:
How are opt outs handled?
A:

Every campaign you send includes an unsubscribe URL at the bottom. This URL is specifically linked to an individual recipient for that campaign. When they click the unsubscribe link, they are taken to a page where they are asked to confirm their selection. Upon confirmation, they are automatically opted out of your account. An "Opt Out" label will display next to their name.

IMPORTANT NOTE: If a recipient replies to your campaign and asks you to remove them from your list, you must manually opt them out by searching for their contact details in your account and clicking the Opt Out button.

Back to top

Q:
What happens if a contact accidentally opted out?
A:

Ask the contact to send you an email requesting to be opted back into your account. Forward that email to support@emailcampaigns.com, and we will opt them back in for you.

Back to top

Q:
What happens if I try to import a list with email addresses of contacts who already opted out?
A:

The system will recognize that those contacts have previously opted out of your account, and it will mark them as such. You will not be able to send campaigns to those contacts.

Back to top

Q:
How are bouncebacks handled?
A:

The system will automatically track if email addresses bounce back as either a hard bounce or a soft bounce. If it is a soft bounce, the system will try to send to the email address again. If it is a hard bounce, the contact will be marked as undeliverable.

Back to top


Campaigns

Q:
What types of templates are available?
A:

You can setup a trial account to view our nearly 200 templates in categories that span business, holidays, greetings and more. You can also use our template-builder to create templates of your own using your own HTML code or website.

Back to top

Q:
Can I upload my own templates?
A:

Yes! Click on Manage Templates to access the template builder wizard. Input your HTML code or a URL, and the wizard will transform it into a usable EmailCampaigns template that will be accessible under the My Templates tab when you are creating campaigns.

Back to top

Q:
Can you help me create a new template?
A:

You can use our template builder to upload your own template designs if you have them in HTML format. Otherwise if you need assistance designing a template from scratch or getting an existing design of yours it into HTML format, we would recommend contacting a third party firm such as DigitalGlare or PSD2HTML for assistance. Such firms can often assist with uploading the new template into your EmailCampaigns account on your behalf if you'd like.

Back to top

Q:
How do I use my own images in campaigns?
A:

You can quickly and easily upload images and files to our Content Library and then use that content across all of your campaigns. There are no limits for the number or amount of files you can upload. However since not all recipients will have fast connections to the Internet, we recommend keeping the total amount of audio, video, and document files uploaded to your campaign under 1MB. You can also select multiple images and files to upload at once to save time, and you can use our built-in image editor to crop and resize your images.

Back to top

Q:
How can I personalize my campaigns?
A:

You can use any field that stores your contacts' data - such as First Name, Last Name, etc. - as a basis for personalization in your campaign content. You can also create custom fields to store specific data that can also be “mail merged” into your campaign.

Back to top

Q:
Can I include video in my campaigns?
A:

Most email programs will not display animated GIFs or Flash files due to security concerns. Some will not display an image at all, and some will only display the first frame. We recommend including a static image in your campaign and linking it to a URL that holds the video/animation.

Back to top

Q:
Will my campaigns get classified as spam?
A:

The EmailCampaigns system is setup to be compliant with all required CAN-SPAM regulations. Most spam blockers are based on words in the sender's name, subject or email content that refer to money, special offers or opportunities. The usage of text such as Limited Offer, Opportunity To Invest or As Little As $2,000 will get the attention of most email filters, as will the unnecessary use of capitals or symbols (e.g. !!!, Save $$$). You can run a pre-flight report before sending to check to see how your campaign would rate in common spam filters.

Back to top


Reports

Q:
How do I know what I send will be delivered?
A:

Our technical team takes great pride in industry leading delivery rates. We maintain relationships with all of the major email and internet service providers to help ensure your campaigns reach the inbox.

Back to top

Q:
How can I find out who viewed my campaign?
A:

You can access summary level and detailed reporting for every campaign you send, including views, clicks and more. For each statistic, you can see a total number (e.g. 10 views), and you can click on that statistic to see exactly which 10 recipients viewed your campaign.

Back to top

Q:
Will I know which email addresses were marked as undeliverable?
A:

Yes, you will be able to view exactly which email addresses were classified as bouncebacks. For those that are marked as a hard bounce, you can call them to determine if they have a new email address and then update their record in your account so you can send to them again.

Back to top

Q:
Can I print reports?
A:

Yes, click the Print link in the upper right of the report screen.

Back to top


More Help

Q:
Is support included with my subscription?
A:

Yes, our technical support staff is available to answer any questions you may have via email at support@emailcampaigns.com. You can expect a response within 24 hours.

Back to top

Q:
What if I have other questions that aren't answered here?
A:

Please email our team, and we will get back to you as soon as possible.

For technical support, how-to, and other questions/issues about using the service, please contact: support@emailcampaigns.com

For account, subscription, billing, payment and other customer service questions/issues, please contact: info@emailcampaigns.com

Back to top