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(Article Updated - August 2024) Overview A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop to inbox delivery rates if the IPs or domains involved with sending email are listed on a blocklist. Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When an impactful listing occurs, we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved. There are thousands of blocklists, most will not have a significant impact on your delivery rates. Below, we have compiled a list of the blocklists that commonly appear across our sender ecosystem. Each blocklist has been grouped into a top tier (Tier I) by most impactful, to the bottom least impactful tier (Tier III). These may have little to no impact across our sender network. Tier I Blocklist Spamhaus (SBL) Impact: Spamhaus is the only blocklist that we categorize as a Tier I for a reason: it has by far the greatest impact on delivery. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions. How it works: Unlike many blocklists, Spamhaus lists senders manually. This means they are proactively watching sender activity, collecting data, and base listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well. Next Steps: Please note that every Spamhaus email can be quite different depending on the information provided and the nature of the listing . Because Spamhaus has multiple types of listings, the remediation steps are based on which type of blocklisting has occurred. We have listed the most common types to affect Marketo customers, from most to least impactful. Impact can range from a full block of top severity, to a partial block that is less severe (CSS Data, DBL). If remediation isn’t performed and the problem not addressed, these listings can increase in severity and turn into a full blocklisting. Spamhaus Blocklistings Types SBL (full blocklisting) Considered the most impactful. Remediation steps: Our team monitors closely for Spamhaus listings. Once alerted to the listing, we send an email notifying the customer, and reach out to the Spamhaus contact to start the remediation process. Only a Marketo delivery team member should be in direct correspondence with the Spamhaus contact, to speak on behalf of the customer, and to relay their questions and instructions, ensuring quick resolution and reduced impact. Senders that trigger this listing on a shared IP range will be moved to a more isolated, penalty range (IPB), so as not to impact the other shared senders. Those affected on a Dedicated IP, only impact their own sending and will not be moved. However, depending on the severity of the issue, our team may need to revoke a customer’s ability to send any emails until full resolution. The listing will last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. SBL CSS Customers are alerted of the listing with an email containing all the information needed to immediately begin the remediation process. This is part of an automated trigger listing, that allows for a customer to delist directly on the Spamhaus website, after they’ve completed remediation. Remediation steps: Customers will go to the Spamhaus IP lookup website, at https://check.spamhaus.org, where they can check on the status of their IP and continue to monitor it in real time, until it is no longer listed there. Follow the remediation and delisting instructions provided, and check for specific details in the blocklist notification email. DBL (Domain blocklisting) Customers will receive an email notification alerting of the company domain being listed. The email will contain specific information to help narrow down and identify which email source likely triggered it within Marketo. It’s important to note that any email sent from outside of Marketo, that contained the company domain, is suspect. This means, if the sender uses multiple IPs and/multiple email platforms, then any of those could be the source. Remediation steps: Follow the detailed instructions in the email, which will also provide a link to the Spamhaus Domain reputation checker webpage, to check the real time listing status of the affected domain. Once the email source is identified and cause addressed, this customer will follow the online instructions to request to be delisted. Tier II Blocklist SpamCop Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions, but it makes it to the Tier II list because it can have a significant impact on B2B email campaigns. SpamCop is considered a Tier I one blocklist for B2B marketers but a Tier II for B2C marketers. SpamCop is a dynamic IP blocklist, that can affect a single IP or a subset of IPs Typically, the block will automatically lift within one business day, but can take longer for relisted IPs. To have triggered a SpamCop listing likely means the sender has a list management problem that should be addressed. How it works: SpamCop lists IPs for one of two reasons: Either the email hit SpamCop spam trap addresses OR A SpamCop user has reported the email unwanted. Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer. Remediation steps: If you are seeing a significant number of bouncing emails caused by a SpamCop blocked IP but aren’t sure if your email activity triggered the listing, first identify whether you are sending on a shared sender network or not. If sending from a shared IP range when this occurs, you or any other customer sending from the same network may have contributed to the IP block. This IP block will automatically get dropped within a business day. For those on a Dedicated IP that trigger a listing, refer to the above remediation steps and resources, to address the list management issue. Tier III Blocklist (Low/ No impact ) These are considered the lowest tier and therefore cause the least impact across the Marketo sender ecosystem. Some of these blocklists were more impactful at one time, while others are only impactful based on the sender region (Manitu). Others still can suddenly flare up (Lashback). There are also many blocklists that are ignored (0spam), and are not taken seriously because they do not provide any means to delist once on the list (NoSolicitado) or that they charge money to have the listing removed ( UCEPROTECT ). The pay-to-delist model is not well respected in the email industry. When using blocklist tool checkers, such as MXToolBox, many blocklists will appear, but very few are relevant. Here is our selection of Blocklists you may come across that are least impactful: Project Honey Pot SpamAssassin URIBL/SURBL DrMX PSBL 0spam HostKarma Ascams ZapBL Barracuda Trendmicro Inc. Cloudmark Proofpoint Invaluement ISP Blocklists Some ISPs use internal blocklists to make blocking decisions. Examples include AOL, Yahoo, Gmail, Outlook and Hotmail. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for significant ISP blocks. Those experiencing deliverability issues with emails not making it to the Inbox and bulking in the spam folder may benefit from additional services with our Email Delivery Consultants. Remediation Steps: Email Delivery Compliance Team works to resolve any ISP blocks. ISP blocks are are usually resolved or lifted within less than 24 hours of a delisting request. Customers experiencing significant blocks for Microsoft domains (outlook.com, live.com, microsoft.com), can submit a request to the delivery team to seek mitigation on their behalf. Additional Resources: Blocklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blocklist remediation Blocklist resolution flowchart Successful lead reconfirmation What is a blocklist?

Issue Sometimes you may get this error when trying to sync a Marketo Program to an SFDC Campaign - "Not allowed: Salesforce campaign contains incompatible statuses", even though the statuses match in the Marketo program and SFDC campaign. Solution Check for the statuses in the Marketo program channel and SFDC campaign - you will see the same statuses. This error occurs if there is any case-sensitive error in the statuses. For example, if your Marketo program has the following statuses: Attended, Registered, Unable to Attend and the SFDC campaign has Attended, Registered, Unable to attend. Then you will encounter the above error. You have to change the status in Marketo as "Unable to attend" or change the status in SFDC Campaign as "Unable to Attend" in order to fix this.

Issue Form in Design Studio will not convert the time format upon language selection. English form with date format dd/mm/yyyy This is a article attached image Below is a form using settings with form language selecting German. The date format remains the same "dd/mm/yyyy" when the expected value should be "tt/mm/jjjj" as per language date format This is a article attached image Environment Marketo forms and common web browsers such as Chrome, Opera, Firefox. Root Cause This behaviour is related to the browser language settings. It automatically translates the date in the format of the selected language in the browser. Example of the same form with different browser language selected, the date format is changed by the browser This is a article attached image This is a article attached image

Summary Your global form validation rule is setup/active in Admin, and the rule is enabled on the form, but the rule isn't working. Issue Your global form validation rule is setup/active in Admin, and the rule is enabled on the form, but the rule isn't working (emails that should be blocked can still submit) Environment Admin Solution Check the rule in Admin > Global Form Validation Rules and confirm that there is no '@' prepended to the email domains. The domains should look like the below: 'gmail.com, outlook.com, acme.org...' Instead of: '@gmail.com, @outlook.com, @acme.org..." Root Cause '@' referenced in the domain name within the validation rule.

If you have Salesforce for Twitter installed, you can use its fields to trigger campaigns in Marketo. One great use for this is to target campaigns at users of social media applications. Install the app: First, you need to install the Salesforce for Twitter AppExchange package -- it's free! It takes some effort to install, so make sure you follow the instructions carefully [pdf]. As part of the installation, the package adds a new field to your account called "Twitter Username." When you create or associate a lead with Twitter via the app, the Twitter Username is updated. Follow the instructions with the Salesforce for Twitter app to learn how to do that. Once you've gone through the steps of setting up your leads' and contacts' Twitter usernames, any new tweets they make will be added to a Twitter Conversation. Syncing the Twitter Conversations: Now you'll need to sync the Twitter Conversations object for your leads and contacts. Back in Marketo, go to the Salesforce page in the Admin section and open the Sync Object tab. Click the Refresh Schema button to reload your custom Salesforce objects. After your schema reloads, click the Twitter Conversation object under Lead on the right. Click on it's name in the center of the screen and rename it to Twitter Conversation (L). Click Save when you're done. Now click Enable Sync in the menu bar. A dialog will appear asking you to temporarily disable your Salesforce sync. Click Disable Global Sync. We'll re-enable this when finished. In the next dialog, click Enable Sync to start syncing this object into Marketo. Next, click on the Edit Visible Fields button. In the dialog that appears, find the sf4twitter__Content__c field and check the Trigger box for that row. When you're done, click Save. Repeat the process for your Contact objects, renaming the object to Twitter Conversation (C)and enabling the sf4twitter__Content__c field in your trigger, as you did for the Lead version above. When you're finished, go to the Salesforce tab and click Enable Sync. Scoring tweets In the Marketing Activites tab, create a new Smart Campaign to score your tweets. In the Smart List, trigger on Added to Twitter Conversation (L) and add a constraint Content contains [your company name]. Do the same for Added to Twitter Conversation (C) In the flow, you can take any action you'd like, such as sending an alert or creating an interesting moment. In this example, we'll give the lead +5 points to their lead score: In the schedule tab, set the campaign to run every time. When you're done, activate the campaign From now on, any tweet from a lead or contact containing your company name will be scored.

Issue Description You created a smart list, but did not define any filters, and are wondering if this will cause no leads to show up in the results. Issue Resolution If you create a smart list and you do not define any filters, this will cause all leads in your database or leads visible in the partition and workspace to appear in your results. This can create problem if you have nested smart list. For example, if you have a smart list with the filter "Member of Smart List = Lead not in" with smart list A selected and smart list A has no filter, this logic will cause you exclude all leads in your database. Is this article helpful ? YesNo

Issue You want to reduce scores of records in Marketo (for example, based on inactivity of the record), but do not want the score to go below zero. Solution There is nothing out-of-the-box prohibiting a score from dropping below zero, so what you will have to do is create a trigger or recurring batch campaign to address this. Trigger Campaign Smart List If you wanted to set up a trigger campaign, the trigger could be: Score is Changed: [specify score field] (add constraint) New Score is Less Than 0 - or - Data Value Changes: [specify attribute name] (add constraint) New Value is Less Than 0 Batch Campaign Smart List For a batch campaign, the filter could be: Score was Changed: [specify score field] (add constraint) New Score is Less Than 0 - or - [specific field] Score: is Less Than 0 Flow Steps The flow for both the trigger and batch campaigns would be the same: Change Data Value: Attribute: [specify score field] New Value = 0 Setting up your campaign like this will cause any score changes below 0 to either trigger, or be addressed by a batch campaign, and the score field to be reset to zero.

Issue You click on a link in an email that goes to a page with a form, and the fields on a form are pre-filled with a different person's information. Solution When you forward an email that contains tracking tokens, the links in those emails are dynamically generated for the original sender. If you forward that email, then the links will still point back to the original person who received the email. This will cause form pre-fill and all activities to be tracked under the original person who received the email. To prevent this in the future, send an original email that has not been sent to a lead already. If you want leads to be able to forward emails to other interested parties, include the Forward to a Friend link in the email instead.

Issue: When I try to approve an email I get the following error: Error approving Email Name - Sending IP is empty or not valid This is a article attached image Solution: You likely have multiple dedicated IPs and you did not choose which one to send this email from. 1. Edit Draft of the email in question. 2. Select which IP Address you want this email to sent from and click Save. This is a article attached image 3. Close the email editor and under Email Actions click on Approve.

Included in this article Overview 1. Make sure the dialog box dimensions are set: 2. Make sure your image also has dimensions properly set: 3. Access the HTML for the campaign: 4. Insert the following CSS into the campaign's HTML: 5.Save your changes and preview the campaign. There should be no more scroll bars. Overview Have you ever had an RTP Dialog box campaign that ended up with scroll bars around the image? This doc will go show you the steps to remove those unwanted scroll bars 1. Make sure the dialog box dimensions are set: 2. Make sure your image also has dimensions properly set: 3. Access the HTML for the campaign: 4. Insert the following CSS into the campaign's HTML: <style> #trwDialog{ overflow-x: hidden; overflow-y: hidden; } </style> 5.Save your changes and preview the campaign. There should be no more scroll bars.

op Foundation Build Workshop Email Deliverability Landing Page with a Simple Form Email Editor Forms 2.0 Engagement Program Programs Channels and Tags Multi Stream Engagement and Champion Challenger Tokens System Lead and Program IBM Email Deliverability Tool Scoring and Score Tokens Lifecycle Basic Reports Acquisition and Attribution Foundation Build Workshop Back to top Prerequisites: • New to Marketo on demand • Quick Wins in Community Learning Goals 1: Manage Customer Data Learn how to get people into the database and manage information associated with each record. Then target your audience by creating Smart Lists • Field Mgmt and Custom Fields • System Smart Lists • Creating My (Static) Lists • Cleaning Data, Single Flow Actions • Targeting Your Audience • My Smart Lists 2: Marketing Programs: Content Teaches all you need to start building out your first Marketo Email Program, including managing images, designing emails and landing pages, creating a form and A/B testing. • Images and Files • Forms—progressive profiling, hidden fields • Landing Pages • Emails • Testing Digital Assets 3: Email Program Learn how to choose which program you should use, create automated campaigns, score people for a maximum win rate. • Channels, Tags, and Costs for Reporting • Email Program with a/b testing • Test the Program • Foldering and Cloning • Tokens Time Available in CLASSROOM ONLY: Social Buttons • Create • App Settings & Share Flow • Add to Page Facebook Publishing • Import Template • Publish Page • Change Tab Image Social Form Fill • Available Fields • Add Social Form Fill to a form • Testing with different Social Networks 4: Engagement Program and Basic Scoring Nurture your customers with the Engagement Program, and learn how to use standard reports in Marketo. • Content • Streams • Lead Scoring • Behavior and Demographic Lead Scoring • Build Lead processing campaigns that work with Lead Scoring protocol • Data Management : Create Data Management program, e.g. Blacklist, Marketing Suppression Email Deliverability Back to top Delivery Method: • Instructor Led Online (Premium – Subscription only) Prerequisites: • None Learning Goals • Evaluate the use of email deliverability • Identify ways to improve email deliverability • Explain email and privacy laws • Identify best practices for adhering to privacy laws and standards Landing Page with a Simple Form Back to top Delivery Method: • Instructor Led Online (Premium – Subscription only) • On-Demand Prerequisites: • None Learning Goals • Create a very simple Form • Create a Landing Page – pick a template and use the properties sheet • Add Assets to the Page – add images, apply a form, position assets, change colors • Publish Your Page Email Editor Back to top Delivery Method: • Instructor Led Online (Premium – Subscription only) • On-Demand Prerequisites: • None Learning Goals • Basic Set Up • Modifying text • Placing, modifying and linking images • How and when to use tables • Add the Forward To a Friend Link • Proofing tools. Forms 2.0 Back to top Delivery Method: • Instructor Led Online (Premium – Subscription only) • On-Demand Prerequisites: None Learning Goals • Creating a Form • Form Settings • Choosing a Form Theme • Adding custom CSS to a form • Understanding General Settings of a Form • Progressive Profiling • Custom HTML • Advanced Than You pages • Using Social Form Fill Thank You page • Field Details • Understanding Field Details display area • Field Properties • Field Behavior • Approve and Close a Form Email Program Back to top Delivery Types: • Instructor Led Online (Premium – Subscription only) • On-Demand Prerequisites: None Learning Goals • Audience- list import and smart lists • Basic Email creation • Schedule the email send • Approving the program • Resend Campaign • Reporting Dashboard Engagement Program Back to top Delivery Method: • Instructor Led Online (Premium – Subscription only) • On-Demand Prerequisites: None Learning Goals • Create a Program • Add Content • Manage Content • Add People to the Program • Use the Reporting Dashboard Programs Channels and Tags Back to top Delivery Method: • Instructor Led Online (Premium – Subscription only) • On-Demand Prerequisites: • Level: Advanced Learning Goals • Why Programs? • Program Types • Tags & Channels • Reporting Multi Stream Engagement and Champion Challenger Back to top Delivery Method: • Instructor Led Online (Premium – Subscription only) • On-Demand Prerequisites: • Level: Advanced Learning Goals • Create a Multi-stream Engagement • Exercise on Building an Engagement Program with campaigns • Other Options and Solutions for Engagement that may fit your company: Drip Nurtures, Additional Campaigns • Basic Nurture Reports: Successes, Channel, Opps • Key Takeaways and Tips Personalizing with Dynamic Content Back to top Delivery Method: • Instructor Led Online (Premium – Subscription only) • On-Demand Prerequisites: • Level: Advanced Learning Goals • Dynamic Content Overview: what is dynamic content, what can you do with and some ways to help you think about how you might use it. • Segmentations: learn how to use the new leads segmentation feature to create dynamic content targets. • Snippets: creating little bits of content, either images file or text, to use across all Marketo programs • Dynamic Emails and Landing Pages: how to build your emails and landing pages, adding in Dynamic Content Elements based • Lastly, you will learn how to Modify an Email Template for Dynamic Content. Tokens System Lead and Program Back to top Delivery Method: • Instructor Led Online (Premium – Subscription only) Prerequisites: • Level: Advanced Learning Goals • What are Tokens? • Personalization Tokens • System Tokens • My Tokens and a good My Token Strategy • Token Overall Strategy IBM Email Deliverability Tool Back to top Delivery Method: • On-Demand only Prerequisites: • Must have IBM Email Deliverability package • Level: easy-ish Learning Goals • Learn the email preview function • What is an Email Score? • How to interpret deliverability stats • Controlling test sends to remain in-budget Scoring and Score Tokens Back to top Delivery Method: • Instructor Led Online • On-Demand Prerequisites: • None Learning Goals • Two Basic Types of Scores • Common Campaigns • Program Import Library • Scoring Tokens Lifecycle Back to top Delivery Method: • Instructor Led Online • On-Demand Prerequisites: • None Learning Goals • What is the Funnel? • Pushing Qualified Leads to Sales • Lifecycle Campaign vs Marketing Campaigns • Setting Up Sales Alerts Basic Reports Back to top Delivery Method: • Instructor Led Online • On-Demand Prerequisites: • Have run several programs to have data to analyze Learning Goals • Program Dashboards • Reports in Programs • Reports in Analytics • Customizing Reports • Report Subscription Acquisition and Attribution Back to top Delivery Method: • Instructor Led Online • On-Demand Prerequisites: • Have run several programs to have data to analyze • Experience in Basic Reports Learning Goals • Uncover which nurturing/acquisition programs to continue to invest and which to discontinue/make changes • Learn why is this important & how to make it happen • Determine what is effective in generating and closing opptys Is this article helpful ? 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Issue You are using the Add to Program or Add to SFDC Campaign flow step and want to know if it's possible to assign a specific status when that flow step is used. Solution When you use the Add to Program or Add to SFDC Campaign flow step, Marketo will assign the first status listed in the Channel associated to that program. If you want to choose a different status, you can use the flow step of Change Program Status or Change SFDC Status. If the lead is not a member of the program or campaign, using the flow step of Change Program status will add them.

Issue Description Importing a program from one subscription to another is failing and is returning the following error sent via email: Marketo encountered an error while importing [Program Name] The token "lead.First Name" is not available in the destination subscription. It is either a custom field that you have to create or need to be synced from your CRM system, if you use one. Issue Resolution Check if there is any malformed lead.First Name token in email Check if there is any malformed lead.First Name token in email template used by the email(s) in the program Check if there is any malformed lead.First Name token within a program token Check if there is any malformed lead.First Name token within smart campaign flow step(s) This error has been known to occur when the email template had a lead token coded as follows, with a line break between 'First' and 'Name': {{lead. First Name}} Note: In this scenario, the error message received via email is actually referring to the token in the email template that contains a line break between 'First' and 'Name' but is stripped out on the message when HTML is rendered. Who This Solution Applies To Customers importing programs between two instances

Issue Description API Only user is not appearing when creating a service in [Admin > LaunchPoint] Issue Resolution It is highly likely that the reason why the API user was not appearing because it did not have "API Only" ticked. This can be checked in [Admin > Users & Roles > User > Edit User]. However, this cannot be modified once the API user is created, so in order for the API user to appear in LaunchPoint, "API Only" must be ticked when the API user is created. Reference: https://docs.marketo.com/display/public/DOCS/Create+an+API+Only+User Who This Solution Applies To Admin users

Issue Description When a piece of predictive content is approved the following error appears: "Action failed. Please contact support. Error code:24 Error message: Invalid email title Error message: internal error, reported to support" Issue Resolution Change the title of the content to less than 48 characters. This error indicates that the title for the content is too long. The maximum number of characters for a title in content AI is 48 characters. Who This Solution Applies To Customers with RTP/Web Personalization/Predictive Content/Content AI Is this article helpful ? YesNo

Issue: You are using the "Anonymous Web Activity" tab under the Marketo tab in Sales Insight and the tab is either takes too long to load or want to reduce the number of leads being displayed. Solution: The first and easiest way to reduce the number of leads displayed by the "Anonymous Web Activity" tab in Sales Insight is to choose a targeted Terrority that this tab displays. To do this, press the "Edit" button and then choose a targeted Territory from the "Choose Territory" section: If this solution does not suffice, the only other option is to delete anonymous leads in your Lead Database in the Marketo Lead Management application. Deleting leads in Marketo is a permanent action i.e. you will not be able to retrieve these deleted leads so you should exercise caution when following this suggestion.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Member Status Incompatibility When They Appear to Match in Marketo Program and SFDC Campaign

View In Browser Link Gives Error When Clicked In Email Preview

Translation of date format in Marketo form

Global form validation rule not working

How do you sync a new record in Marketo to Microsoft Dynamics CRM?

Scoring Tweets in Marketo with "Salesforce for Twitter"

Retrying Unsuccessful Webhook Calls

Smart Lists With No Filters

How to Prevent Score Fields From Dipping Below Zero

Other People's Details Are Showing in a Pre-filled Form

Error Approving Email: Sending IP is Empty or Not Valid

Troubleshooting: Web Personalization (RTP) Removing scroll bars from RTP dialog box campaigns

Course Descriptions

Status Assigned to Lead in Flow Step Add to Program

Error Importing Program – Token Is Not Available in the Destination Subscription

API Only User Is Not Appearing When Creating a Service In [Admin > LaunchPoint]

How to Cache or Freeze a List with Random Sample

Content AI Error 24 in

How do I remove or reduce anonymous leads from the "Anonymous Web Activity" tab in Sales Insight?

Flashing Clock Icon on Batch Campaign