Template elements spontaneously appearing on emails

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  • Problem
  • Updated 5 months ago
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We've had several emails lately where blank template elements appear in the email spontaneously. You can see the latest example in the screen shot below. The email should have ended with the CTA button, and that's how it was when I sent myself the test. I didn't change a thing between testing and scheduling it to go out - yet the sent version had a bunch of empty text and image boxes tacked onto the bottom. Now that it's happened multiple times, I'm assuming it's some kind of bug. It makes us look bad to our customers! Ugh.
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HouseLens.com VAR

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  • anxious, frustrated

Posted 7 months ago

  • 1
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Zach Sharpe, Employee

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Hello!

I'm sorry to see these elements popping up on you! I can certainly take a look to see if I can replicate.

Do you recall any steps you took to recreate this or cause this to happen? Is there a campaign that is in your drafts section now that I could look at? If so what is the campaign name?

Let me know how I can help, and I'll keep an eye out for your response!

Thanks!

Zach
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HouseLens.com VAR

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That's the problem - so far, the elements haven't shown up when the email is in draft mode. We send a test, it looks good, then the elements appear in the final sent email. :-( And it doesn't happen all the time. As far as we can tell, it's random, so we can't figure out how to prevent the problem. We've been an Emma customer for 3 1/2 years, and this only started happening a few weeks ago. So I'm wondering if it's a bug connected to some kind of update?
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Texas Fish & Game Magazine

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I had this exact thing happen to my mailings this week - sometime between the test and the schedule delivery.  No changes were made to draft and the test was clean - it wasn't until I received the delivered version that I saw this.  Oh how unprofessional it makes us look to our customers!!!  Did you ever find a resolution?  
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Zach Sharpe, Employee

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Thats very possible! I would need to recreate on my side here, is there an email I could do a single review & send to myself on to see if I'm seeing the same?

Let me know, thanks!
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Texas Fish & Game Magazine

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I just posted a question about this exact same problem which happened to me in two mailings this week.  It does make us look incompetent to our customers!!!  The email draft was clean, the test email was clean and the template is clean when I first open it.  Then the first time I save the draft these elements pop up.  Any followup would be helpful