Troubleshooting
Saving
Section titled “Saving””This changed elsewhere, reload.”
Section titled “”This changed elsewhere, reload.””Someone else saved the same campaign or template while you had it open, or you have it open in another tab. Your next change wasn’t saved, so nothing was overwritten. Reload the page to get the latest version, then make your change again.
Everything is read only
Section titled “Everything is read only”Check for a bar across the top of the app:
- The trial has ended. The workspace is read only until it’s on a plan. Email [email protected]. See Trial and billing.
- The campaign is archived. Click Restore in the top bar.
- Your role can’t edit. Viewers can comment and approve but not edit. Marketers can read templates but not change them. Ask an Owner or Admin to change your role.
Templates
Section titled “Templates”I can’t publish
Section titled “I can’t publish”The Publish dialog lists the errors that stop it. Click each to open the part and field, and see Errors and warnings for fixes. Warnings never stop publishing.
Marketers can’t see my changes
Section titled “Marketers can’t see my changes”Changes to a template’s draft aren’t visible to marketers until you publish. Existing campaigns also stay on the version they were made from. Publish, then create a new campaign to use the new version.
A field doesn’t change the preview
Section titled “A field doesn’t change the preview”- Check the field has a marker, and that the marker is in the HTML: look for “There’s no marker … in the HTML yet.”
- For text fields, check the marked element doesn’t hold other markers.
- For colours and choices, check the targets are on the right marker and that the property or attribute is one the element uses. Some email styles need
!importantor an attribute such asbgcolorto show in every client.
Campaigns
Section titled “Campaigns”A template isn’t in the New campaign list
Section titled “A template isn’t in the New campaign list”Only published templates can be picked. Unpublished ones are listed but can’t be chosen. Archived templates aren’t listed. Ask a developer to publish it.
”Can’t open this campaign”
Section titled “”Can’t open this campaign””If you belong to more than one workspace, the campaign may be in another one. Switch workspace from the top of the sidebar and open the link again.
Test emails don’t arrive
Section titled “Test emails don’t arrive”- Search for
[MM-TEST]and check spam and promotions folders. - Ask your IT team to allow mail from
test.modular-mail.com. - You may have reached a sending limit. See Sending test emails.
Images don’t show in the email
Section titled “Images don’t show in the email”- The image URL must start with
https://and be publicly reachable. Images from the media library always are. - Use JPEG, PNG or GIF. Outlook and some other clients can’t show WebP.
- Keep images under about 1 MB. Large images load slowly and may be clipped.
- If the image comes from your WordPress site or Shopify store, check it hasn’t been deleted there.
Integrations
Section titled “Integrations”My Shopify store won’t connect
Section titled “My Shopify store won’t connect”Use the .myshopify.com address rather than your own domain. If the store is password protected, add a Storefront access token. See Shopify.
My WordPress site won’t connect
Section titled “My WordPress site won’t connect”The site must use https, and nothing in front of it may block /wp-json/modular-mail/. The plugin’s settings page has a checklist that finds most problems. See WordPress and WooCommerce.
Exports
Section titled “Exports”The email looks different in my ESP
Section titled “The email looks different in my ESP”Your ESP may have changed the HTML when you pasted it. See Why an email might look different in your ESP.
Still stuck?
Section titled “Still stuck?”Email [email protected] with a link to the campaign or template and a description of what you expected to happen.