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Below you will find some of the most common questions that come to our support desk. If you don't find the answers to your questions here, feel free to contact us or to open a support ticket from your control panel. Also, please refer to our User's Manual for more in depth help. Getting
Started Blacklisting/Whitelisting
Send
Limits Naming
Your Ezine Bounces Subscriber
Management Ezine
Composition Statistics Ezine
Directory/ EZezine Live Billing
Getting
Started
Blacklisting/Whitelisting
We welcome you to check our blacklisting status at anytime here. We have created and maintained positive relationships with just about every ISP since our birth, and we intend to keep it that way. We are actively whitelisted with: AOL, Hotmail, MSN, Juno, Yahoo, NetZero and many other ISPs. Occasionally we do run into a mistaken blacklisting problem with an ISP and we immediately remedy the situation. It is quite possible that EZezine has the highest deliverability rate of any bulk email service provider available for use. Send
Limits The best way to explain this is by example: Ezine
Name You cannot change the name of an existing ezine, but you can create a new ezine with the name you would like to have. Please note, though, that you will not be able to transfer any subscribers from your old (wrong) ezine to the new. They will have to reopt in. To do this: While you are logged in, select "ezine
options" from the left navigation. Bounces
A soft bounce is a temporary inability to deliver to a subscriber. Some common reasons for soft bounces are full mailboxes, temporary suspension, etc. These subscribers are not removed from your subscriber lists. A hard bounce is a fatal bounce. Some common reasons for hard bounces are an inactive email address, the inability to forward from a primary email account to a secondary email account ('relaying denied'), and email rejection due to your ezine's content being marked by the incoming server as spam. Hard bounces are removed immediately from your subscriber lists. What is the link next to a bounce that says "report this bounce" for? Pro-active bounce management is one of the major factors in keeping EZezine whitelisted with the major ISPs. Naturally we can't manually review each bounce. Your bounce stats are there for you to help us discover inaccurate bounces. If you find a bounce that you feel was in error, just click the link next to it that says 'report this bounce.' Our support staff will then research the bounce and either re-activate the subscriber, or let you know why we cannot (e.g. hard bounce). Please do not report hard bounces to us as we will not reactivate these subscribers. Please see the FAQ directly above on soft/hard bounce distinctions for clarification. Subscriber
Management You don't. We do not allow the import of existing lists. The primary reason for this is that current anti-spam legislation requires that both you as the publisher and us as your host must be able to provide digital proof of when and from where every single subscriber opted-in. The only way that we can reliably obtain this information is via an opt-in form. We have many systems in place to assist you in re-opting in your list to your EZezine account. Please refer to this page for more info. Why can't I change a subscriber's address if they ask me to? This is for security reasons. Think of it from the point of view of your subscribers. Say a sub asks you to change their address to an email address that isn't really theirs. Suddenly some unsuspecting person would get a copy of your ezine that they never asked for! We understand it is inconvenient, but if you explain to your subs that it is for their own security, we're pretty certain they will understand and in fact, be grateful that you are so protective of their information! There are several ways that a subscriber can change their own email address, or you can assist them: 1) unsubscribe with old address and resubscribe
with new. Why can't I see the email addresses of those who have unsubscribed? If someone has unsubscribed from your publication, we're pretty certain on this end that they no longer want to hear from your publication. As such, for the privacy of the individual who has unsubscribed, their email address will not show up in your statistics. Ezine
Composition We do not convert automatically to text, but we do send a link in all HTML ezines that will direct text readers to an online version of your ezine. There's a couple of ways to go with this text/HTML option: 1) If you add the text/HTML option to
your sub form: In this scenario, yes, you will need to compose one of each version. 2) If you DON'T add the text/HTML option
to your sub form, you can then: In this scenario if you send an HTML ezine to your whole list, it will include a link at the top of your ezine that will direct folks to an online version that we have archived for you. We currently do not offer built-in templates. However, we do have a design staff that will be glad to build a custom template for you that you can then use with the EZezine system. If you are interested in these services, please contact us. How can I use my own template with your system? There are several options for using your own template: 1) The designer who designed it for you
ideally should train you in how to edit
your content per issue. This would be the
easiest way to proceed. If you choose to edit it on your local computer, do NOT use Microsoft's Front Page or Word to compose your ezine. Both programs write very poor and proprietary HTML code that can potentially conflict with our software. What is an RSS feed and how do I use it? RSS feeds allow you, the publisher, to create and send your ezine to your RSS subscribers who have chosen to receive your ezine via a news feed rather than via email. The headlines are hyperlinked to your archived ezine, so RSS subscribers can read your full publication if their feed reader does not display the full ezine. There are really two sides to RSS feeds: To receive RSS feeds, a person must have an RSS reader (news aggregator) and then subscribe to each feed they're interested in receiving. A detailed explanation of the "receiver side" steps for RSS feeds can be found here. Then, for an ezine publisher like yourself to send an RSS feed, there are a few steps to take after you've broadcast your ezine. Those instructions can be found in the "Compose, Test and Send Options" of our User Manual. Why is there an 'abuse' link added to my ezine, and can I remove it? The abuse link is automatically included in every issue of every ezine and isn't optional, regardless of your level of membership. We include this link to offer your subs an alternate way of immediately opting out. Many times, the reports are merely due to a subscriber forgetting that they subscribed to an ezine. So, when they click the abuse link in an ezine they are taken to a page that reminds them where and when they signed up for the ezine. If you'd like to walk yourself through the abuse report link procedure, you can subscribe yourself to your account, actually send an ezine and then click through. Why is there an 'on-line' archive link added to my HTML ezine, and can I remove it? Some subscribers, while few and far between, cannot receive HTML in their email client. By including this link, we are offering your subscribers one-click access to an on-line HTML archive of your ezine. This link is automatically included in your HTML ezines and cannot be removed. Will my CSS conflict with the EZezine system? No. As you compose your ezine and click the preview screen you may notice a conflict. However, you will find a link on this preview page to preview your ezine without EZezine's CSS. Click this link to see what your ezine will look like without EZezine's CSS interfering. Statistics
We used to offer these stats and found that incoming mail servers frowned upon them, often sending us to junk bins or refusing delivery, so we no longer offer these functions. We do not condone spying on your subscribers and that's exactly what these stats are. Rather we encourage you to establish trusting relationships with your subscribers based on the quality of your ezine content and offerings. Given this, if you would still like to spy on your subscribers, you are welcome to add these types of tracking mechanisms yourself, provided that you host them on your own server.
I have several subscription forms, can I see which ones my subs are coming from? These statistics are available at our Pro-package membership level and above. They are called "referring urls statistics" and can be found in the stats area of your control panel. Ezine
Directory / EZezine Live Every ezine is welcome to list in our directory. You will find more information about this under 'ezine options' in your control panel. Since we want only active ezines in the directory, here is the algorhithm we are using to list our publishers' ezines: you need to have sent at least once in the last three months to at least 20 subscribers. Your ezine will not show up in the directory unless you meet this criteria. EZezine Live is a real-time feed of our members' ezines. We have added this feature for several reasons including driving more traffic to your ezine and increasing your visibility on the search engines. This is an exciting new feature that we hope will help your subscriber lists grow! Naturally, if you don't want to use this feature you can always opt out of it. To opt out of having your ezine content published at EZezine Live, simply turn off access to your public page via "Ezine Options" in your control panel. Billing
PayPal is our primary means of accepting payments for our upgraded membership packages. Through PayPal, you can easily set up an automatic monthly billing subscription which will continue until you cancel it. If you wish to pay directly by check or money order, we do require a year's payment in advance. Please contact us if you would like to utilize this option. I cancelled my account, why am I still getting billed? Per our Terms of Service you are required to cancel your own PayPal billing subscription with us if you no longer want to be a paying member of EZezine. To do this, login to your PayPal account and cancel your billing subscription. This should prevent any further billing.
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Frequently
Asked Questions 