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HTML email campaigns being delivered as plain text

by nolan91
3 replies
Hi,

I'm new to the forum and was wondering if anybody could help with an email marketing issue i'm having.

In November my companies email open rate dropped from 21% to 5% and hasn't risen again since. After some research it looks like our database contacts are receiving the plain text version so the images aren't loading, which includes the image that records opens and sends it back to our ESP.

These contacts receive HTML emails from other companies and were receiving them from us up until November.

Does anyone know what could cause our emails to just suddenly start being delivered as plain text instead of HTML?

Thanks
#campaigns #delivered #email #html #plain #text
  • Profile picture of the author agmccall
    You need to contact support for whatever email client or software you are using to send emails

    al
    Signature

    "Opportunity is missed by most people because it is dressed in overalls and looks like work." Thomas Edison

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  • Profile picture of the author powermta kudos
    Originally Posted by nolan91 View Post

    Hi,

    I'm new to the forum and was wondering if anybody could help with an email marketing issue i'm having.

    In November my companies email open rate dropped from 21% to 5% and hasn't risen again since. After some research it looks like our database contacts are receiving the plain text version so the images aren't loading, which includes the image that records opens and sends it back to our ESP.

    These contacts receive HTML emails from other companies and were receiving them from us up until November.

    Does anyone know what could cause our emails to just suddenly start being delivered as plain text instead of HTML?

    Thanks
    what software are you using to send emails?
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    • Profile picture of the author nolan91
      I'm using ExactTarget.
      I've opened a case with them but they're not in any rush to respond and they don't seem to know the reason.

      They did say some reasons could be:
      -They could have their end email reader displaying TEXT. So they get the HTML version, but their email program interprets it as TEXT.
      -The HTML could be filtered out at the server level. Some ISPs and work email servers, strip out HTML and only show TEXT versions.
      -The email could be showing in the JUNK folder, which will only display the TEXT version.
      -Possible that not being on the "safe sender" list could affect what the email client allows to be displayed.

      But like I said up until November the HTML versions were being delivered as they should and our open rate was at 21% so this issue has happened almost over night which makes me think it's unlikely to be one of those reasons as nothing has changed in terms of the mailing list, servers, safe sender list & the people who are receiving the text versions say they're getting them in their inbox.
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