FAQs & Troubleshooting

Mapp Engage allows data to be imported and exported via Secure File Transfer Protocol (SFTP). Engage can load data to and from your SFTP site, or Mapp can provide you with a dedicated, managed SFTP account. SFTP or SSH File Transfer Protocol allows...

If a page is not displaying as intended, notably, text seems jumbled, or expected data does not appear in the browser, you may need to reset your browser cache. There are times when a page may not display as intended due to changes made on the rem...

General Information This document applies to Engage GUI dialog windows like Report, Export, and Raw Data Export where an SFTP, FTP, or FTPS username:password, and server name connection string are specified like this: ftp://username:password@doma...

This event and filter sound similar. It is important to understand the difference.

Why do some statistics in Engage (for example, Openers, Clickers) show slightly different numbers than the Campaign Dashboard? The reason is that statistics in Engage and the Campaign Dashboard are currently counted differently in some edge cases. ...

What is going to happen? Apple has announced that iOS 15 (which is due to be released in Fall 2021) will have new privacy protections to help users better control and manage access to their data. You can read Apple's press release here . At M...

There are currently two ways to match users in between Intelligence and Engage: via redirect when the contact clicks on a link in an email and via URL parameter if you're using the latest version of our Pixel (Released 2.02.2022). URL Parameter An...

Data Store is where all your Mapp Engage data is stored after the migration to the new Segmentation Builder . Key Benefits Improved speed and performance Optimized utilization of your data for better targeting of your contact groups Avail...

We all need to be careful about our data nowadays. To help you protect your email recipients, Mapp Engage now has the functionality to anonymize email tracking. Our methods should balance your needs for analytical insights with user privacy by provi...

HSTS stands for  HTTP Strict Transport Security.  It's a method used by websites to declare that they should only be accessed using a secure connection (HTTPS). If a website declares an HSTS policy by using a special response header, the b...

Problem When Mapp Cloud receives any request with an HTTP header larger than 8096 bytes, the request will be ignored and an error 400 ( Bad Request ) or 413 ( Payload Too Large ) like the error below will be returned: Bad Request Your brows...

Everything starts by receiving an email from an Engage system in this example the Engage system has a delegated domain name called  mail.example.com where the message has conversion tracking enabled . You have obtained and customized the c...

Mapp Engage allows a user to create Custom Attributes, but the deletion or change of data type is not possible via the Mapp Engage user interface. Changing an attribute data type An attribute can be created in one of several data types ( Boolean, ...

This article covers the default or "out of the box" roles that can be set up for system users. Mapp Engage provides several "roles" that are available for customers. We recommend that only a few system users be created with the Client Administrator...

Microsoft Outlook does not always respect CSS formatting used in modern emails. One example is that image width and height CSS rules and even styles coded in a specific HTML tag will be ignored, and the images will be displayed in their native size ...

By default, Engage tracks links in sent messages. This means that the source code for a hyperlink to a website in a mail will be redirected through the Engage system using a unique specific URL, where the system will save a link click linked to a pa...

The  LOCK_IMPORT_SENDOUT   error can be seen when a group has been exclusively locked by another process The complete message is: Resource type: LOCK_IMPORT_SENDOUT, instance: group= XYZ cannot be locked in exclusive mode. Here, XY...

By default, Engage will block manual imports via the user interface run between 22:00 and 08:00 of the timezone in which the Engage system is created. If you attempt to manually upload a recipient file into a group inside this time period, you will...

Reactivation Methods Engage offers three methods for reactivating contacts that were deactivated in error and need to be reinstated: Bulk Reactivation by Bounce Category : This method reactivates all deactivated contacts within a group base...

When you click on a "read online" ( or "mirror page ") link from a received message sent via Engage, you are taken to the corresponding online version of the message. The read online link contains specific variables that are sent to an Engage web s...

You may see in the billing report that the number of SMS invoiced is different - and higher than the number of SMS messages sent via Engage. This depends on the SMS sending channel set up on your Engage system, and there can be a technical reason fo...

Not all characters are valid in a URI. According to the Internet Engineering Task Force's document Uniform Resource Identifier (URI): Generic Syntax , we can define a series of valid characters that can be used "as is", reserved characters that can...

What's Happening? iOS 17 features an improved private browsing experience. This enhancement integrates a new anti-tracking system, Link Tracking Protection, to prevent users from being tracked via hyperlinks. More details about this feature can be ...

Recipients may encounter errors on one-click Double-Opt-In (DOI) pages when the DOI message is sent to an email address protected by Microsoft Safelinks or other link scanning tools. This occurs because these tools scan the links in the message befo...

Have you noticed unexpectedly high open or click-through rates (CTR) in your email campaigns? In some cases, these rates can approach 100%, which may seem promising at first glance. However, these inflated numbers are often caused by machine clicks—...

When using behavioral segments from Mapp Intelligence in Engage, differences in user numbers are common — and often confusing. This FAQ helps you understand why and how to align both systems for meaningful results. 1. How do Intelligence and Engag...