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I am having trouble logging in
to my account
- If you receive the message
"Invalid Username / Password" please make sure you are
typing your password and username correctly, and please be
aware that it is Case Sensitive. If you are unsure of
your correct username or password, please click the
Forgot
Password link located below the sign in box.
- If you receive the message
"Your Session Has Ended" this means that your web
browser or a security feature on your computer is preventing
you from logging in properly. If you are using AOL,
please use Internet Explorer or Firefox as your web browser
for Response Magic. If you have a Firewall on your
computer, such as Norton Antivirus, AVG, or MacAfee, please
try temporarily disabling them.
- If you are able to log in,
but then are quickly logged back out, this means that your
sessions are not being stored properly. Please see the
explanation above in regards to sessions ending.
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Why am I being asked to make
a payment when I log into my account?
- The Payment Gateway screen
appears upon log in if you are logging into an account that
requires payment. You will need to make a payment to
your account before you will able to proceed.
- If you feel this is in
error, your payment may not have been successful or you may
be logging in to an incorrect account. Please contact
the Help Desk
using this
form.
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How do I upgrade or
downgrade my account to a different package?
- Please contact the
Help Desk with your
request to upgrade or downgrade your account.
- Please click
here for a list of available
packages.
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How do I cancel my account?
- To Cancel your account
please follow these steps:
1. Fill out the
Cancellation Request Form.
2. If you are paying via PayPal, please log in to your
PayPal
account and cancel your payment subscription. If you
require assistance with cancelling your Paypal subscription,
please contact PayPal's customer service at 1-888-221-1161.
3. If you did not pay for your subscription through
Paypal, then no further action is required. You will
be sent a Cancellation Confirmation via email.
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How do I change my method of
payment or billing information?
- Payments are set up on a
Subscription Service. If you need to change your
credit card number, method of payment, or other billing
related information, we will need to set you up with a new
subscription. This is done by cancelling your current
subscription and sending you a "Payment Link" so that you
can set up a new subscription for your account. Please
submit your request to the
Help Desk.
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Can I change my Username or
Password?
- In rare instances,
Usernames can be changed. If you are a member of a
website team and have subscribed to Response Magic through
your team's members area, your username can not be changed.
To see if you can change your username, please submit a
query to our
Help Desk.
- Passwords can be changed
once you log into your Response Magic account. Go to
Settings, then Personal Settings. Us the "Change
Password" feature to change your password.
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What methods of payment
does Response Magic accept?
- We accept direct
Subscription Payments through your Mastercard or Visa credit
cards.
- We accept Subscription
Payments through
PayPal
using your creditcard or bank account.
- If you require a
non-online payment option, please contact the
Help Desk.
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Do you provide Response
Magic training?
- Response Magic training
materials can be found online
here.
- One on One training
sessions with a professional Response Magic instructor are
available. A minimum sign up of 1 hour is required,
and the cost is 39.95 per hour. For more information
on our One on One training sessions, please
click here.
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When will my Sequenced
Emails be sent?
- The sequenced emails found
in Email Management for each of your lists will go out each
night at 11pm EST.
- They will go out in the
Order you have set them to go out and will follow the "days
from previous" sequence you have set up.
- For more information on
setting up your email sequences, please refer to the Getting
Started Guide, found
here.
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What is the Automated
Response email?
- The Automated Response is
a default email that is found in every list in your Response
Magic account. It can not be moved or deleted.
- It will be sent out
automatically and immediately. It will not wait until
the 11pm EST Send Time to be sent by the system.
- It will only be sent out
under certain circumstances to contacts, such as when they
fill out a Generated Sign Up Form or you Import them to your
account as ask Response Magic to send them the Automated
Response.
- It is intended to be a
"thank you for signing up" and introductory email.
- You should write your
Automated Response keeping in mind that not all contacts
will receive this email.
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What is the Confirmation
Email?
- The Confirmation Email is
sent to all Pending Contacts, giving them the option to opt
in to receiving emails from you or to decline to receive
those emails.
- For more information on
the Opt In Synergy, please refer to the Getting Started
Guide, found
here.
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Why Wont the Email Editor Load?
- When you create or edit an
email in Response Magic, the Email Editor should load
automatically and appear as pictured
here. (Please note
that Firefox and Safari web browsers use a different version
of the editor program and so it will appear differently.)
- If the editor does not
appear as above, scroll to the bottom of the email creation
page and look for red text. Follow the instructions to
install the editor.
- You can also try
installing the editor manually by following these
instructions:
- Download the
editor
here
- Click Run when the
pop up window appears
- When it is done
downloading, click Run again to install it.
- Once the program
is installed, Restart your computer
- Log into Response
Magic and try again to load the editor.
- Also, please try following
the above steps with any Firewalls you have installed on
your computer disabled.
- If you still require
assistance, please contact the
Help Desk.
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Why are my emails being filtered?
- Many Email Service Providers have 2
levels of filters that emails must pass through before they
are received into the inbox. The first set are the
"server level" filters. These filters exist on the
main email servers owned by companies who provide email
services. The recipient (the person who has the email
address) is not in control of these filters. They
check emails for viruses, red flags, and SPAM content.
If it passes these set of filters, it is sent to the
recipient's mailbox where it passes through the second set
of filters. These filters are controlled and set up by
the recipient.
- Both the Server Level and the Recipient
Level email filters use checks like Virus Scanners and "Key
Word" checkers.
- Key Word checkers search an email's
Subject Line and Body (the email text) for words and phrases
which have been associated with SPAM emails. If enough
or certain key words or phrases are found, your email will
be sent to the Junk Mail folder of the recipient or it will
be rejected by the Mail Server.
- There are websites that offer suggestions
on how to word your email so that it is not mistakenly
marked as SPAM by these filters. These filters are
computer-automated and so they commonly mislabel emails as
SPAM while letting real SPAM emails through.
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How do I add attachments to
my Emails?
- File attachments can not
be added to outgoing messages in Response Magic.
- File attachments can cause
emails to be filtered by Email Service Providers due to
Virus-liability, file size, and questions on file content.
- We recommend that you
instead place the file online and include a link in your
email which allows the recipient to click on the link to
download the file.
- There are many file
storage places online, and many are free of charge.
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How do I Export my
Contacts?
- You can export your
contacts by List into a .csv file and save it to your
computer.
- Select the list you would
like to export, and then go to Contact Management.
Scroll down to the bottom of the page and click the Export
Contacts link. This will export the entire list of
contacts.
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What is my Response Magic
address that I can provide to a Lead Provider?
- Response Magic does not
currently have an Email Address that you can provide to
contacts or lead providers to be added to your account.
- We recommend that you set
up a
Generated Signup Form and provide that form as a
means for contacts to sign up and be added to your account.
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What is an Approved Lead
Provider?
- An Approved Lead Provider
is a lead-providing company who has been approved to upload
leads directly into your Response Magic account.
Certain leads from these providers, called "Live Leads" or
"Drip Leads" are not required to opt in. They will be
placed into your account automatically for you by the lead
provider.
- You must purchase leads
from these Approved Lead Providers from your Response Magic
account by going to Tools then Live Leads.
- If your lead provider is
not listed there, you can recommend the company for approval
by filling out a Help Desk form. Please provide a
website address and contact information for the provider.
We will consider each provider thoroughly. Many lead
providers do not meet the standards required to become a
Response Magic Approved Provider.
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How
Do I Choose Where My Live Leads are Loaded?
By default, your purchased Live
Leads are added to the first list in your Response Magic
account.
You can tell Response Magic
what list to insert your leads purchased from an Approved Lead
Provider. To do this, go to Tools-->Live Leads.
There is a pull down menu that will let you select your list.
The list you select will now be the default list that all
Purchased Leads (from an Approved Provider) will be loaded into
for you. You can choose this list at any time by going
back to Tools-->Live Leads.
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Can a Non Approved Provider import leads
into my account?
- If you wish to purchase
leads from a non-approved provider, you may import the leads
you purchase. These leads will be required to go through the
Opt In process before you will be able to send your email
campaign to them. For more information, please review our
Getting Started Guide.
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How can contacts Opt back
in?
- If a contact on your list
has accidentally opted out of receiving your emails, they
can opt back in by doing one of the following:
- A Opt-out
confirmation email is sent to the contact
automatically when they choose to opt out.
This gives them the opportunity to opt back in.
To opt back in, they need to click on the link
provided in the email.
- If they do not
receive this email or they delete it, they can also
opt back in by submitting an
Opt In Request email. The email must come
from the email address they have opted-out with, and
they must include your name so that we can locate
your account.
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Why do "double opt in"
leads that I have purchased need to Opt In?
- If your leads were
purchased from an Unapproved Lead Provider, they will be
required to opt in to receiving your emails. We can
not verify the source or validity of the leads you have
purchased, and we can not confirm that the leads have
previously opted in to receive emails from you. They
will be required to Opt in.
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What is SPAM?
- SPAM, as defined by the
Federal Trade
Commission, is an email that is sent a person who
has not given explicit permission to be sent that email.
- In 2003, the Federal Trade
Commission instated the
Can-SPAM Act. This Act sets a list of rules
and regulations that all email providers and email-sending
programs, such as Response Magic, must adhere to.
- As an Email Sender,
Response Magic must follow the rules explained in the
Can-SPAM Act. By following these rules,
Response Magic is able to send your emails to your
recipients and remain on the "White List" of the major
Internet and Email Service Providers.
- Remaining on the "White
List" is an important part of insuring that your emails
reach the intended recipients.
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How can my emails avoid
being labeled as SPAM?
- Because the definition of
SPAM is very broad, and because the Internet is clogged with
real SPAM emails, your legitimate emails can sometimes be
marked as SPAM by Internet and Email Service Providers.
- For an explanation on how
Email Service Providers filter emails, click
here.
- There are many online
resources that offer information on how to keep your
legitimate emails from being accidentally filtered.
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