Q: What is the issue?

A: Some of the embedded images/videos in email templates have been removed and need to be replaced. This does not apply to merge variable logos, just embedded pictures or videos.

Q: How can I tell if a template has been affected?

A: You can simply open the template and view it. If all the expected images are present, the template was not affected. If you see a white box instead of the expected image, your template was affected.

Q: I have lots of templates, many of which I haven’t used in ages. How do I know which I’m still using?

A: Use your chat feature to reach our support team; they can provide you with a list of actively used templates.

Q: I have a template with a missing picture or video. What do I do now?

A: Click the square to select it and then hit your delete key to remove the empty square. Then follow these steps:

Step 1: Place your cursor where you want the image to appear.

Step 2: Click the “Image” icon:

If you have not yet reuploaded your images to the server:

Step 3: Click the “Upload” tab.

Step 4: Click “Choose File”.

Step 5: Navigate to the desired picture or video file and double-click it.

Step 6: Click “Send it to the server”.

Step 7: Click “OK”.

Step 8: Click “OK”.

If you have already reuploaded your images to the server (using the above steps):

Step 3: Click "Browse Server".

Step 4: Click the desired image.

Step 5: Click "OK".

Q: What happens if I don’t do the above?

A: If you have missing images in templates, your emails will be sent to your leads with white squares rather than images. This includes templates that your business rules send.

Q: What about emails I sent out in the past? If an image was removed, was it removed from them as well?

A: Yes, it will be missing from them as well. If you would like to have the images reinserted, use the chat feature to contact support. If you can tell us the template names and provide us with the images, we can reinsert the images into the previously-sent templates.

We are very sorry for the hassle.

If you have additional questions, please reach out to our support team.