Top 10 FAQ

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Top 10 FAQ

Top 10 Most Frequently Asked Questions.

Note: We use the term newsletter to mean any email message you create using our email newsletter template system. These email messages can be newsletters or marketing emails with email-compatible HTML and images, one-click streaming audio and video, and other exciting email content.

How do I create a new email message?

See Quick Start Guide > Create an email newsletter

Please contact Live Support if you need additional info.

How do I import my subscribers/opt-in email list?

See Quick Start Guide > Add email addresses (email lists) to your account

Related questions:

  • Will your software catch Unsubscribed email addresses?


    All unsubscribed (opt-out) email addresses are tagged so you cannot accidentally re-subscribe them by mistake. Unsubscribed email addresses are still unsubscribed, even if you accidentally or intentionally try to re-add or re-upload them.

  • Will your software catch Duplicate email addresses?


    Yes, if you accidentally enter or add an address more than once, duplicates are ignored. If you use the Update Subscribers feature instead of the Add Subscribers feature, subscriber data will be updated. Email marketing and e-newsletters sent to more than one Subscriber Category will only go to each email address once, even if the same email addresses (email marketing recipients) are listed in more than one of your selected Subscriber Category email lists for the Send.

Please contact Live Support if you need additional info.

How do I add Sign-up Forms to my blog/profile/web page?

See Quick Start Guide > Grow your opt-in email list

Please contact Live Support if you need additional info.

How do I edit an existing newsletter?

How do I copy an existing newsletter?

  1. When you are logged in to your account, click on the My Newsletters tab in the main navigation bar. This will take you to My Newsletters > Newsletter Drafts.
  2. If the name of the newsletter you want to edit is not listed, click All Newsletters, Sent Newsletters, Scheduled Newsletters or Archived Newsletters to find a previously sent newsletter.
  3. Click the Copy icon if you want to edit a copy instead of the original.
    • This is the best method for using a previous issue as a starting point for your next issue. Creating a copy preserves the original newsletter.
    • Alternatively, you can copy-paste between MyNewsletterBuilder Content Editors opened in different windows (as of August 2009).
    • You can also select and copy content from the Preview of an existing newsletter (or another web page) and paste this content into a new newsletter. First click the Preview icon next to the newsletter you are copying from and copy the original content, then open your new newsletter for editing, click into the destination Content Editor article, and paste. We regularly test Copy-Paste functionality with the most recent releases of Microsoft Internet Explorer, Mozilla Firefox, Apple Safari, and Google Chrome.
  4. Click on the name of the newsletter to open the newsletter's template for editing.
  5. Navigate to different steps of the editing process by clicking links in the Process Bar: Name > Sending Options > Content Options > Editor > Review
  6. Follow the on-screen directions in each step where you want to make edits. Click Next to save and continue.
  7. In the Content Editor, click the Preview button as you work to see your edits and email yourself preview newsletters.
  8. When you are done editing, navigate to the Review step and click the Done button. This will return you to My Newsletters > Newsletter Drafts.
  9. Click the Preview icon next to your saved newsletter to double-check your work before Sending.

Note: Edits you make to the original copy of a sent newsletter will appear online in the online version of the newsletter visible through the View as Web Page link in the newsletter header or footer and also visible online if you have click the Publish icon for this newsletter and complete.

Note: Edits you make to links in sent newsletters will not appear in My Reports > My Newsletters. Settings for links and link click-through tracking id numbers used to track links are stored when the newsletter is sent since link tracking is designed to track your subscribers' link click-through results. If you need to publish a newsletter with different links than the original sent newsletter, edit and publish a copy of the newsletter.

How do I resend a Sent newsletter?

  1. When you are logged in to your account, click on the My Newsletters tab in the main navigation bar. This will take you to My Newsletters > Newsletter Drafts.
  2. Click Sent Newsletters to find a previously sent newsletter.
  3. Click the Copy icon which will take you to My Newsletters > Copy Newsletter.
    1. Provide a unique name so that you can tell the difference between the copy you are about to make and the previously sent newsletter later, under My Newsletters and My Reports, for example.
    2. Check the Edit Newsletter After Saving option if you have changes to make to the newsletter before sending.
    3. Click Save to create a new copy that can be sent and tracked separately from your previously sent newsletter.
  4. Alternatively, if you did not select the Edit Newsletter After Saving option, you may still want to check all the settings for the newsletter before sending. Click on the name of the newsletter to open the newsletter's template for editing. Follow the on-screen directions in each step where you want to make edits. Click Next to save and continue. When you are done editing, navigate to the Review step and click the Done button. This will return you to My Newsletters > Newsletter Drafts.
  5. Under My Newsletters > Newsletter Drafts, click the Preview icon next to your new newsletter copy to double-check your email message before Sending. You can send yourself a test email from the Preview window. Close the Preview window when you are done previewing your email message.
  6. Click the Send button next to your saved newsletter and follow the regular steps to send an email newsletter.

See Quick Start Guide > Send your email newsletter

Please contact Live Support if you need additional information.

How do I add Photos and Images to my newsletter?

If you are not already editing your newsletter in the Content Editor:

  1. When you are logged in to your account, click on the My Newsletters tab in the main navigation bar. This will take you to My Newsletters > Newsletter Drafts.
  2. Click on the name of the newsletter to open the newsletter's template for editing.
  3. Navigate to the Content Editor step in the editing process by clicking "Editor" link in the Process Bar or by following on-screen instruction and clicking Next to save and continue until you are in the Content Editor window. The title at the top of the page will say "Content Editor".

In the Content Editor:

  1. Find the Image field for the article or section where you want to add an image and click the Browse or Add Image button.
    • If there is an existing previously uploaded image, click the Change or Remove button, which will remove the existing image and allow you to upload a different image.
  2. In the Choose File or File Upload window, browse for a .jpg, .gif, or .png file you want to use, click on the file to select it, and click the Open button, which will set the image to be uploaded and close the window.
    • JPEG .jpg images must be RGB, not CMYK which is widely unsupported. (affects about 87% of users)
    • We do not recommend Bitmap .bmp files because Outlook 2007 does not support them. (affects about 1% of users)
  3. To use a custom width or height, click the radio button next to "Width" label in the Content Editor, under the selected Image and Recommended (width x height). Enter the recommended width in the Width field and leave the Height field blank.
    • The image uploader will automatically adjust the height of the original image to keep it proportional. The image uploader can resize images to be smaller but not larger than the original, because making them larger would result in a blurry, distorted image.
    • Don't go over the Recommended image width. If you do, you may stretch and "break" the template design. Going over the Recommended image height may work. Try it at your own risk and test your results using the Preview features.
    • If you click the radio button next to the word "Width" but leave the Width and Height fields empty, the image you select might not get resized, which can break the layout if the image is larger than the recommended size.
  4. Click the Preview button as you work to see your edits and email yourself preview newsletters.
  5. When you are done editing, navigate to the Review step and click the Done button. This will return you to My Newsletters > Newsletter Drafts.
  6. Click the Preview icon next to your saved newsletter to double-check your work before Sending.

What types of images can I use with your service?

We currently support JPEG, GIF (including animated), and PNG. Alpha transparency is not supported at this time.

Trouble-shooting Photos/Images

  1. Make sure your images have the right file extensions and are the right file type (see above).
  2. Make sure your images are generally 500 kilobytes or smaller file size. If they are really large, 1 Megabyte file size or larger (3.1 megapixels image size or larger, depending on compression), you may experience a long delay when you Save or even a timeout issue that could keep your newsletter from getting saved properly. If your images are too large, you should shrink them first in your image editing software on your computer.
  3. If you need additional image services, we have graphic design and editing services that can be requested by communicating with your account manager.

See Help Pop-up for Newsletter Images for additional information.

Please contact Live Support for an email response if you need additional instructions.

How do I add Music and Video to my email newsletter?

To add audio or video, you need start a JukeboxAlive Free Musician account:

  1. Go to JukeboxAlive.com, click the Join button (top right), and select Free Musician account.
  2. Validate your account from your email inbox, then log in with the log in button on JukeboxAlive.com (top right).
  3. Upload audio and video under Upload Audio / Edit Albums and Manage Video on the left side of the window, in your Control Panel.

Alternatively:

  1. Log into your MyNewsletterBuilder account, click the JukeboxAlive link (top right), and select Free Musician account.
  2. Validate your account from your email inbox, then log in with the log in button on JukeboxAlive.com (top right).
  3. Upload audio and video under Upload Audio / Edit Albums and Manage Video on the left side of the window, in your Control Panel.

To make the JukeboxAlive and MyNewsletterBuilder accounts work together:

  1. Log into your MyNewsletterBuilder account.
  2. Go to My Acount > Settings and click on Integrated Network.
  3. Check the Enable JBA Templates option, enter the JukeboxAlive username (usually the same as your MyNewsletterBuilder username), and click Save.
  4. Go to My Newsletters > Create Newsletter and select a Musician or Audio/Video style template to access dropdown menu options for JukeboxAlive content directly from your newsletters.

Trouble-shooting Audio/Video

  1. Uploaded your media to the JukeboxAlive website before you click the Create Newsletter or Create Audio/Video button.
  2. Most Audio/Video and Musician templates import a list of available JukeboxAlive media when a template is selected.
    • Most templates aren't designed to pull in new JukeboxAlive tracks into the Content Editor dropdown lists after a newsletter is created.
    • If you are not seeing content you have just added to your JukeboxAlive account, try creating a new Audio/Video newsletter using the same template.
    • New JukeboxAlive content should appear in the Content Editor dropdown lists for newly created newsletters.
  3. The following templates allow new audio and video content to be retrieved dynamically from one or more JukeboxAlive accounts after a template is selected for your newsletter.
    • A/V Record
    • Album
    • Venue
    • Record Store
    • Promoter

You will not need the following instructions if you are using Audio/Video or Musician templates linking correctly to your own JukeboxAlive account, unless you just want to add extra links to your content.

Adding Audio/Video Pop-up Players to Emails

  1. Open any existing newsletter for editing or go to My Newsletters > Create Newsletter.
    • Does not need to be created with a Musician or Audio/Video template.
    • May be created at any time, even prior to creating your JukeboxAlive account.
  2. In a separate window, go to JukeboxAlive.com and copy the offsite popup link for any playlist, track, album, or video (see below).
  3. Go to the Content Editor in your MyNewsletterBuilder window and add the link to a URL field or article in your newsletter.
  4. Save and Preview to check your results.

To get the offsite popup link for your audio tracks:

  1. Log into your JukeboxAlive account.
  2. Click Upload Audio / Edit Albums.
  3. Click the album cover or Edit Album and click Embed/Offsite URL.
    • Or click Tracks and expand the track info by clicking the + symbol.
  4. Copy the link provided. This link generates a popup player that works correctly from emails.
    • Always test links before using them.
    • Do not copy the embed code, which only works for embedding players in web pages.
  5. Place the link in your newsletter (see above).
  6. Save and Preview to check your results.

To get the offsite popup link for your video tracks:

  1. Log into your JukeboxAlive account.
  2. Click Manage Video.
  3. Click Share Video.
  4. Copy the numbers at the end of the link and add them to the end of this URL:
  5. Place the link in your newsletter (see above).
  6. Save and Preview to check your results.

These links can be inserted as a text link or an image link as you would insert any web page address in any of templates. You may also insert links to your Image, Audio, or Video content hosted by other online services. As always, test all links before sending your email newsletter.

To see these instruction with additional images, try this link: http://mockup.byregion.net/_mnb_multimedia/

Please contact Live Support for an email response if you need additional instructions.

How do I change the newsletter footer Contact Info?

To change your footer address line and sender identity, go to My Account > Settings > Member Profile. The address line pulls directly from these settings. Changes you make here will show in any newsletters created after you Save your changes.

To apply footer changes to an existing newsletter, go to My Newsletters > Draft Newsletters or My Newsletters > All Newsletters and click on the name of the newsletter listed under Newsletter Name. This will open the newsletter's template to allow you to edit the newsletter. In the first step, Newsletter Name, check the "Refresh Newsletter Data" option and click Save.

Note: the CAN-SPAM Act, part of U.S. federal law, requires a valid mailing address and truthful contact information. A valid postal box address is currently considered to be a valid mailing address.

To change the footer from one style to another, go to My Account > Settings > Footer Options. Change the footer style. Press Save. Then go to My Newsletters > Create Newsletter to create a newsletter with the newly selected footer.

To update the footer style in an existing newsletter to the currently selected footer style, go to My Newsletters > Draft Newsletters or My Newsletters > All Newsletters and click on the name of the newsletter listed under Newsletter Name. This will open the newsletter's template to allow you to edit the newsletter. In the first step, Newsletter Name, check the "Refresh Newsletter Data" option and click Save. This will also update other contact data stored in the newsletter.

Custom footers are available upon request.

Please contact Live Support if you need additional instructions or would like a Custom Footer created with your branding or custom design.

What is the difference between Hard and Soft bounces?

Hard Bounce means the destination mail server said the email address doesn't exist. Many Internet Service Providers will block emails from servers that repeatedly attempt to send messages to the same non-existent email addresses. To improve delivery rates, email addresses with Hard Bounce messages are automatically removed from your Subscriber Categories.

Soft Bounce means the destination mail server or any relay server generated a status message to our system other "message received," "invalid address," or "does not exist." This could be a "mailbox full," "server not found," or "server temporarily unavailable" notice. Soft Bounces are not automatically deleted from your Subscriber Categories.

Hard and Soft Bounces are recorded under My Subscribers > Manage Bounces for your review. The status message text and email addresses are generally available for 60 days from the date received.

You may also access Hard and Soft Bounce email addresses under My Reports > Newsletters by clicking on a (non-zero) number in the Bounces column.

To remove Soft Bounces from your Subscriber Categories:

  1. Go to My Subscribers > Manage Bounces
  2. Select a Bounce Report by clicking on the Newsletter Name.
  3. Click the newsletter name, click the + symbol to view the bounce message for an email address.
  4. Click the Delete All button to remove the email addresses.

Hard Bounces are automatically removed from your Subscriber Categories.

Unsubscribe means the email recipient click the Unsubscribe or Preferences link and opted out of all your lists, which is the same as the Delete Permanently (Unsubscribe) option availabel under My Subscribers > Remove Subscribers. This function permanently hides the email address from your current and future Subscriber Categories.

If someone emails you requesting to be unsubscribed (instead of using the automated system), you would want to remove the email address under My Subscribers > Remove Subscribers using the Delete Permanently (Unsubscribe) option to avoid CAN-SPAM penalties and blacklisting.

Exercise caution when using the Delete Permanently (Unsubscribe) option since you may only re-add a permanently unsubscribed email address by using the Secure-Subscribe opt-in subscription form. The Secure-Subscribe opt-in subscription form automatically sends a confirmation message to the re-subscribed email address.

Please contact Live Support for an email response if you need additional instructions.

Related questions:

  • Do hard bounces automatically get removed?


    Yes, hard bounces are removed automatically from your Subscriber Categories (email lists and email list segments).

How do I export my subscribers from other programs?

See How to Export Opt-in Email Lists for step-by-step directions on exporting your email contact lists for permission email marketing or email newsletter subscriber lists from one of the following email clients or bulk email programs:

Please contact Live Support if you need additional information.

Help with Common Features

On-Page Help

The best place to look for help is on the page that raised your eyebrows. When available, click the on-page Help Icon for more feature-specific information. The on-page Help Icon looks like this: question.gif .

On-Page Help List

Help Center Pages

Once you become familiar with our features, you will be able to Create + Send + Track + Manage professional email newsletters, email marketing campaigns and email subscriber lists in minutes. When you have questions, you can click the Help Icon for help related to the page you are currently viewing or browse the pages below.

We provide live support by email, phone and the Live Support button above.

Learning Resources

  • Free Webinars – Quick Start, Email Marketing, e-Newsletters, Email Lists and More
  • Free Quick Start Guide – Getting Started with Email Marketing and Email Newsletter Marketing using MyNewsletterBuilder
  • Frequently Asked Questions (FAQ) – Answers to Frequently Asked Questions
  • Free Trial FAQ – Answers to Prospective and New User Questions
  • Top 10 FAQ – Answers to the Top 10 Most Frequently Asked Questions

Navigation at a Glance

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Contact Live Support

MyNewsletterBuilder is here to support you. If you are not finding the help you need through on-page help and this help directory, please contact us:

  • Chat – Click the LiveSupport button, Monday through Thursday, 7 AM – 10 PM EST/EDT, and Friday, 7 AM – 9 PM EST/EDT
    • We provide personal help through a Live Chat window on your computer screen.
    • Our LiveSupport button is located in the top right corner of each web page.
    • If the Live Chat system is busy or unavailable, your message will be sent by email.
  • Phone – Call us at 828.232.0016, Monday through Thursday, 7 AM – 10 PM EST/EDT, and Friday, 7 AM – 9 PM EST/EDT
  • Email – Send email to support@jbanetwork.com
  • Web Form – Contact support using our Web-based Email Form

We provide Live Support 15 hours a day weekdays excluding major holidays. We also check support emails at night and over the weekend. Inquires received after 10 PM EST/EDT (after 9 PM EST/EDT on Fridays) are responded to via email as soon as we have answers to your questions.

Please include your name, username and contact information when you contact Live Support.

If the issue is related to a specific newsletter, please provide the name of the newsletter, the web browser version and the operating system (Windows Vista, for example), and a description of the steps to take to reproduce the issue. This small amount of information allows us to see what you are seeing and address your concerns as promptly as possible.

Yes, we provide Live Support for Free Trial customers. If you do not have an account with MyNewsletterBuilder, the best way to find out how easy it is to create your email marketing is to start your Free Trial today.

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