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I am unable to save emails after editing

  • December 19, 2024
  • 9 replies
  • 718 views
P

I am unable to save emails designed. It just gives an error saying, “Unable to save emails, please refresh.” It’s been ongoing consistently. Also, when I make edits to the emails and send tests, the edits are not reflected in the sent emails.

    9 replies

    A

    Just DM’d you!

    S
    • skirtclub1
    • December 27, 2024

    We are having this issue as well. For over a week now. What is going on? 😵

    On multiple devices, have tried multiple browers. It works and then 2 minutes later, it doesn’t.

    You can refresh, go in an incognito window and the issue persists.

    Please advise Mika. This is really impacting our marketing.

    S

    I’m also facing the same issue for few days.

    T

    Same issue here!

    A

    Please check your DMs so I can help. 💙

    M

    Hi @polakjared, @tarotwithjoe, @soulfulevolution - Marissa here from the Senior Customer Experience team. I see this issue was first reported 15 days ago. Are you still experiencing this issue?

    Since this is only affecting a few we will need to discuss your specific account setup directly. Can you please email this issue to help@activecampaign.com, and provide me the ticket number. I will make sure we can get help from our technical team.

    S

    I have already connected directly with you guys. Someone from your team named Luis also connected with me but no solution from past 3 - 4 daYs.

    My Email is Akashtiwarix95@gmail.com

    A

    I have an update to share:

    This issue is happening because you are using Quillbot, likely through your browser extension, not an ActiveCampaign platform issue.

    Quillbot is inserting thousands (and thousands!) of HTML lines into the campaign message (which you can see when you click on the Code button in the editor), which causes our email editor to break or freeze.

    This happens because the editor isn’t designed to handle such an excessive amount of code—nor should it be, as no email should have that many lines of code.

    To correct, you will need to disable or uninstall the extension and create a new campaign from scratch (and not copy/duplicate one with an issue) to ensure this Quillbot code is not inserted your campaigns.

    ActiveCampaign has already contacted Quillbot about this, and from what we’ve heard, Quillbot is looking into ways to prevent this from occurring in our email editor.

    If you’d like to identify these issues on your own in the future, open the email editor, click the code editor icon at the top, and search for “Quillbot” or “qb-”.

    If you are not a Quillbot user, please DM me directly so I can escalate your issue to our team. Otherwise the tips above should work! 💙

    M

    Hi @soulfulevolution - Luis responded to you yesterday at 11:40 AM CST with information. Can you please search your inbox for this email? I will resend it again now as well.

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