Please check our FAQ's before emailing us. Answers to most commonly asked asked questions can be found here without having to wait for a support representative to reply to a question.
[ DESIGNER ] How do I remove the "Dear Name" bit from each email?
[ DESIGNER ] Can I remove the LiveWire Campaign logo from my email campaign?
[ DESIGNER ] I have uploaded an image and it has been resized. Why is this?
[ DESIGNER ] I have created my own email in html. Can this be uploaded to LiveWire Campaign?
[ DESIGNER ] Do LiveWire host images for my own bespoke HTML campaign?
[ DESIGNER ] How can I stop my campaign being accidentally flagged as SPAM on my customers computer?
[ DESIGNER ] How can I delete a Campaign?
[ CONTACTS ] How do I upload multiple contacts?
[ CONTACTS ] How can I gather email addresses?
[ CONTACTS ] I would like to download a list of all of my contacts as a CSV file. Is this possible?
[ CONTACTS ] Do you have any additional help for the Contacts grid?
[ VOUCHERS ] Do I need a PayPal account to purchase LiveWire Campaign Pre-Pay vouchers?
[ VOUCHERS ] Can I purchase LiveWire Campaign Pre-Pay Vouchers with a credit or debit card?
[ VOUCHERS ] How do I purchase a Pre-Pay Voucher?
[ VOUCHERS ] Could you send me a VAT receipt for the PayPal payment?
[ SEND ] I can’t see an unsubscribe link in my email?
[ SEND ] How can I send a campaign with a different FROM address?
[ SEND ] Why hasnt my verification / test email arrived?
[ REPORTS ] How can I see detailed statistics for a campaign?
[ REPORTS ] What is the difference between 'Opens' and 'Reads' in the reports section?
[ REPORTS ] Can I download statistics for a campaign?
[ CUSTOMER LOGIN ] I have filled in my registration form but I can't log-in to LiveWire Campaign
[ UNSUBSCRIBES ] Can my contacts Opt-Out of my campaigns?
[ UNSUBSCRIBES ] Can I delete all my unsubscribed contacts?
[ ANTI SPAM ] I have had an unwanted email from your system. What can I do?
[ GENERAL ] What web browsers is LiveWire Campaign compatible with?
[ GENERAL ] Can I buy a list of emails from you?
[ DESIGNER ] How do I remove the "Dear Name" bit from each email?
When you create your campaign you can disable the "Dear FirstName" personalisation option.
[ DESIGNER ] Can I remove the LiveWire Campaign logo from my email campaign?
Yes.
The LiveWire Campaign logo can be removed from your email campaigns by purchasing a Remove LiveWire Branding voucher.
These are available in the same [VOUCHERS] section of the website where you can purchase Pre-Pay vouchers.
There are 3 types of voucher you can purchase:
[ DESIGNER ] I have uploaded an image and it has been resized. Why is this?
LiveWire Campaign has automatic image optimising functionality, set as standard for each account.
This means that if you upload an image which is too large for a particular area, this image will be resized to more suitable dimensions.
This is optional and can be turned off. To do this:
[ DESIGNER ] None of the current email templates suit my needs. Can the LiveWire Campaign Team design a bespoke template for me?
LiveWire Campaign does offer this service at an additional cost.
Option 1
For a customised system template, featuring a header graphic created from your logo, and a complimentary colour palette, there is a flat fee of £250 Plus VAT. The content within this template will be editable by you though the web interface.
Option 2
For a bespoke email with creative design to your specification and implemented in XHTML prices start from £350 Plus VAT. We would supply you all the assets for this template, but some knowledge of HTML would be essential if you wished to edit your content.
Email us about a custom template
Back to FAQ list ˆ
[ DESIGNER ] I have created my own email in html. Can this be uploaded to LiveWire Campaign?
HTML templates can be uploaded to LiveWire Campaign.
For further details on creating your own template, please read the following article:
Read about it on our Blog
Back to FAQ list ˆ
[ DESIGNER ] Do LiveWire host images for my own bespoke HTML campaign?
No.
You are responsible for hosting your own images with the custom HTML templating, unless you have paid us to create this bespoke HTML for you.
Back to FAQ list ˆ
[ DESIGNER ] Could you tell me the maximum size for the logo at the top of an email (the header image), I would like to fill this box with my logo.
The header graphics vary from template to template, between approx 600 pixels and 640 pixels in width by whatever height you deem suitable.
If you upload a header image larger than 640 pixels in width, and you have not disabled image resizing in your [Account Settings]], it will be resized automatically for you.
Back to FAQ list ˆ
[ DESIGNER ] How can I stop my campaign being accidentally flagged as SPAM on my customers computer?
We do all we can to ensure the mail our system (our web servers and software) sends, is as unlikely as possible to be flagged as SPAM as it can be.
We comply with SPAM laws and encourage (actually we insist) all of our customers only send emails to opted in addresses.
There will however always be the chance your emails may be flagged as SPAM depending on:
[ DESIGNER ] How can I delete a Campaign?
To delete a Campaign:
[ CONTACTS ] How do I upload multiple contacts?
To upload multiple contacts to your contact directory, use the [UPLOAD CONTACTS] link in the [CONTACTS] section.
A CSV (Comma seperated value) is an Excel compatible file.
Download an example CSV
Back to FAQ list ˆ
[ CONTACTS ] How can I gather email addresses?
A website plug-in / subscribe widget to allow customers to gather contacts for their account on their website is now available.
LiveWire Campaign is a constantly evolving product and we aim to fulfil all of our customer's requirements.
Read about it on our Blog
Back to FAQ list ˆ
[ CONTACTS ] My database is just name and email address but it seems that I have to have a number of fields completed for the file to upload.
Is there any way around this?
Please download the Livewire standard .CSV file from the site. Using this format, update the required fields (first name & email address) using your contact details.You should then be able to utilise the .CSV file for your email campaigns, as requested.
Download an example CSV
Back to FAQ list ˆ
[ CONTACTS ] I would like to download a list of all of my contacts as a CSV file. Is this possible?
This is not currently a function of the system, through though it has been scheduled in as a possible new development.
Back to FAQ list ˆ
[ CONTACTS ] If I am only sending 50 emails a months, using your free service, can I still upload a contact list of 250 now, and only use 50 at a time?
Yes you can upload / add as many contacts to your account as you like.
Back to FAQ list ˆ
[ CONTACTS ] Do you have any additional help for the Contacts grid?
Yes.
We have written about it on our blog.
Read the Blog article
Back to FAQ list ˆ
[ VOUCHERS ] Do I need a PayPal account to purchase LiveWire Campaign Pre-Pay vouchers?
No.
You do not need a PayPal account to purchase LiveWire Campaign Pre-Pay vouchers.
You can make a one off payment via credit or debit card through the PayPal system.
Back to FAQ list ˆ
[ VOUCHERS ] Can I purchase LiveWire Campaign Pre-Pay Vouchers with a credit or debit card?
Yes.
You can make a one off payment via PayPal with your credit or debit card.
HOWEVER, if your web browser has a PayPal cookie from the last time you logged into your PayPal account, PayPal will prompt you to use this account.
Back to FAQ list ˆ
[ VOUCHERS ] How do I purchase a Pre-Pay Voucher?
You can make a payment via credit or debit card through the PayPal system OR with a registered PayPal account.
[ VOUCHERS ] Could you send me a VAT receipt for the PayPal payment?
If you send us a request with details of your Receipt Number (from the PayPal transaction) and your account Trading Name, we will send you a VAT receipt.
Your PayPal Receipt Number will look something like: 5148-3189-4139-7356
Send me a VAT receipt
Back to FAQ list ˆ
[ VOUCHERS ] Can I use your free service for 3-4 months before deciding if I want to make a voucher purchase?
Yes.
And not just 3 to 4 months, you may use LiveWire Campaign to send 50 free emails per month, every month into perpetuity, without paying a penny.
If an when you decide that you'd like to send more than 50 emails in a month, you can purchase a voucher to get extra email quota at that point.
Read about our Vouchers
Back to FAQ list ˆ
[ SEND ] I can’t see an unsubscribe link in my email?
When you send out an email campaign to a contact or contact group in your list, an unsubscribe link is added to the bottom of each email.
The unsubscribe link for emails is disabled when a test email is sent to yourself OR when an email is sent to a one off email that is not in your contacts list.
Back to FAQ list ˆ
[ SEND ] How can I send a campaign with a different FROM address?
To send a campaign from a different email address you must verify a new address.
You can verify a new address by visiting your [Account Settings] when you are logged into LiveWire Campaign.
[ SEND ] Is there a way that I can send a campaign to a list of contacts and bcc another email address in to each contact?
No.
There is no way of BCCing another email address with each campaign that you send.
Back to FAQ list ˆ
[ SEND ] Why hasnt my verification / test email arrived?
There may sometimes be a small delay depending on the ISP (Internet Service Provider) you use for your mail.
Additionally depending on what email software you use, and what rules you or your IT department may have set up in your email software, the verification email may be being incorrectly flagged as junk mail (if you have a junk mail / SPAM folder, you should check here).
Back to FAQ list ˆ
[ REPORTS ] How can I see detailed statistics for a campaign?
LiveWire Campaign has a Reports section which allows you to see detailed statistics on each Campaign that you send out.
The Reports section includes statistics on:
[ REPORTS ] What is the difference between 'Opens' and 'Reads' in the reports section?
LiveWire Campaign tracks the number of people who open your emails.
The first time an email is opened is classified as an 'Open'. The sum of all times an email is opened are the 'Reads'.
Imagine Dave loads an email in Outlook, 5 times. This is classified as
[ REPORTS ] Can I download statistics for a campaign?
Yes.
All statistics within the Reports section of LiveWire Campaign can be downloaded in CSV format. A CSV is an Excel compatible file.
To view or download the detailed statistics:
[ CUSTOMER LOGIN ] I have filled in my registration form but I can't log-in to LiveWire Campaign
When you complete the account registration form, you will be sent a verification email to the address you provided.
Once you have received this, click on the verification link within the email in order to complete your registration. You will then be able to log-in to your account.
Please allow a few minutes for the email to arrive.
Back to FAQ list ˆ
[ UNSUBSCRIBES ] - A suscriber has accidentally unsubscribed. Is there a way for me to resubscribe her?
No.
To prevent abuse (accidental or deliberate) of the system, it is not possible for you to resubscribe your contact.
Back to FAQ list ˆ
[ UNSUBSCRIBES ] Can my contacts Opt-Out of my campaigns?
Yes.
LiveWire Campaign takes SPAM seriously so every campaign email contains an opt-out or 'unsubscribe' link.
Once this unsubscribe link has been clicked by a contact your account will not be able to send any more emails to that person
Back to FAQ list ˆ
[ UNSUBSCRIBES ] Can I delete all my unsubscribed contacts?
No.
To comply with SPAM laws you may not delete unsubscibed addresses, these remain on your account as a history of emails you have added, but who have requested to be removed.
The system will not send to these unsubscribed contacts when you send out future campaigns.
You can always use the filter on the Contacts grid to show only subscribed contacts.
Back to FAQ list ˆ
[ SPF / Sender ID ] What happens if we want to send a campagn from an email domain with an SPF record that we are unable to change?
SPF records only apply to the MAIL FROM address contained within the SMTP envelope for an email
This address is correctly set for all emails sent using LiveWire Campaign to a domain which has a valid SPF record set up to allow sending from the servers which LiveWire Campaign delivers mail from. (This address is used for identifying undeliverable emails and producing Bounce Back statistics)
This means that any recipient mail server which implements SPF validation correctly should validate any mail sent through LiveWire Campaign as passing validation - independently of any SPF records set for the email domain used within the email header (i.e. the from address selected for a Campaign).
The only real issue, is with Sender ID - this is another standard which is based on SPF - but which validates the PRA (Purported Responsible Address) rather than the SMTP Envelope address. Broadly speaking this is the from address used within the mail header (i.e. the from address selected for a Campaign).
Whilst this in itself is not a problem, the standard dictates that if no Sender ID record is defined for a domain, that the SPF record should be interpreted as if it was a Sender ID record. This means that if an SPF record is defined for the address selected, and no Sender ID, some recipient mail servers may block the email as it has been delivered through a server which is not identified within the SPF record.
In our experience, it does not seem that many servers do follow this standard, as industry opinion is very much that the standard is wrong. Even mail service providers which are very public about using Sender ID (e.g. MSN hotmail) do not appear from the tests we have run, to block email where an SPF record is set and no Sender ID record.
In order to prevent any emails from being blocked due to an overly strict implementation of Sender ID validation, it is necessary to set up a Sender ID record for the email address (domain) selected within LiveWire Campaign - either to be blank, or (if you have already have a Sender ID record defined for your domain) explicitly include:livewirecampaign.co.uk within your Sender ID record.
In summary:
For the vast majority of recipients, the SPF set up for LiveWire Campaign will result in all LiveWire Campaign emails passing SPF validation.
For a small minority of recipients (if any), mail may be blocked - and to prevent it from being blocked you will need to be able to add / change the Sender ID record for your domain.
More SPF / Sender ID information
Back to FAQ list ˆ
[ ANTI SPAM ] I have had an unwanted email from your system. What can I do?
LiveWire Campaign does not support SPAM, and we do take any contraventions of our Anti Spam Policy by our clients very seriously.
Each email has an unsubscribe option you can unsubscribe from further contact with.
HOWEVER if you send us full details of the email you have recieved that you suspect is SPAM, and you verify that you have never had any previous contact with the sender of this email and that you have not opted in to receive emails from them, then we will investigate this matter further with the account holder.
Anti Spam Policy
Back to FAQ list ˆ
[ ANTI SPAM ] Can you please confirm that if we use your service our clients email addresses will not be used or sold by you and remain confidential?
We can confirm that your contact list is confidential, and that we will never sell these email addresses.
Privacy Statement
Back to FAQ list ˆ
[ GENERAL ] What web browsers is LiveWire Campaign compatible with?
LiveWire Campaign is fully compatible with Firefox 2.x / 3.0 (all platforms) and Internet Explorer 6 / 7 (windows only).
Back to FAQ list ˆ
[ GENERAL ] Can I buy a list of emails from you?
No.
You should not buy lists of emails. You should only be sending your campaigns to the emails of people who have opted in to recieving them.
Buying lists of emails of people who have not opted in to being contacted is not supported by LiveWire Campaign, and we will investigate any accounts who we suspect are abusing our service.
Back to FAQ list ˆ
[ EMAIL CLIENTS ] My email campaign isn't displaying as I would expect it to in Outlook 2007. Why is this?
MicroSoft have changed the way Outlook 2007 displays HTML emails, specifically styling.
This means certain templates on our system that were developed before Outlook 2007 was released, may not display as they were originally intended.
As you can imagine, we didn't know MicroSoft were going to do this, but we have started to add some fixes to the system.
While we have fixed some of these issues, we can't fix them all due to the number of changes MicroSoft have made, so we are developing a new template system.
This will be easier to use, more intuitive and much better for multiple email client compatibility.
In the meantime for maximum compatibility with Outlook 2007 we recommend you use an express template, or a template that doesn't have a sidebar.
MicroSoft break HTML emails
Back to FAQ list ˆ
[ DELIVERY] I have heard that if emails are made in text format with less pictures they have a better chance at not getting caught in SPAM filters. Do you have anything like this available?
All LiveWire Campaign emails are sent out as 'Multipart' emails - containing both a graphical HTML version and a plain text version within the same email.
This helps to reduce the likelihood of the email being blocked as SPAM, as well as making it available to people who are using non graphical email clients (for instance some mobile email devices).
We have performed extensive tests and optimisations to the LiveWire Campaign templates to minimise the likelihood of them being identified as SPAM. Our tests found that a well constructed Multipart format email scores much lower with most generic SPAM engines (such as SPAM Assassin) than messages in plain text or pure HTML format.
Although there is no sure way of preventing an email as being identified as SPAM, any LiveWire Campaign email using the standard templates which does get caught, will be due to the contents of the email, the destination of any links, or the email address it is being sent from - rather than the format that the email is being sent in.
Back to FAQ list ˆ
[ UNDELIVERABLES ] If LiveWire Campaign identifies Undeliverables as Bouncebacks and processes these accordingly, why have I received a few Undeliverable notifications directly into my inbox. Should these have not been dealt with by LiveWire Campaign?
All correctly configured mail servers return undeliverable mail using the return path (which is set to a LiveWire Campaign email address for our system to then process)
Some mail servers incorrectly send a copy of the undeliverable message to the FROM address as well, so in this case, the email address would be registered by LiveWire Campaign, and appear in your inbox.
Some mail servers incorrectly just return the undeliverable back to the from address – in this case LiveWire Campaign cannot log the message as a bounce back.
It would be reasonable if you sent a campaign to 30,000 contacts to expect something like 0.05% - 0.1% to be incorrectly handled by the incorrectly configured mail servers.
Contacts in this small minority you sent me will not be logged in your accounts bounceback report as a result of this.
I would recommend you manually delete any contacts that bounceback to your own email address so you do not send to them again, and therefore wont recieve any more undeliverable mails from them.
Back to FAQ list ˆ
Send an email to support
If you can't find an answer you can always email support.
We will always respond within 24 hours during the working week.