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Troubleshooting: Unconfigured announcement

What to do when the email arrives differently than what was created in the editor — the most common symptoms, the real causes (ascertained from support calls and the editor's operation) and how to prevent it. It applies mainly to the Email channel.

First of all: why does this happen?

The editor assembles the communication into email HTML, and each email client renders HTML in its own way — Outlook desktop is the most restrictive (uses the Word engine), followed by Gmail and cell phone apps. Some problems only appear in the final email client, and the preview does not always reproduce (the preview renders the "correct" HTML; the defect arises from the interpretation of the recipient's email client).

Symptoms and what to do

"In Outlook it arrived unconfigured (in Gmail it is correct)"

  • Outlook zoom above 100% shifts lines and breaks the layout — ask the recipient to check the zoom (factor confirmed in calls).
  • "Weird" texts in the middle of the paragraph — PIX keys, long links and codes with many different characters can cause undue breaks in Outlook (it treats common words differently). Prefer to transform it into a Button or link with short text ("Click here") instead of pasting the raw code/URL.
  • High-column layouts (4–5) tend to behave worse in Outlook — prefer 1–2 columns for critical content.

"I duplicated an announcement and the new one arrived broken"

  • Duplicating old communications may load structures from previous versions of the editor. Guidance from the support itself: create from scratch (or from a current template) when the original is old, instead of duplicating in a chain.
  • If the problem appears, test by recreating the problematic block — instead of copying/pasting the old content.

"The font/bold/color arrived differently"

  • Customized account fonts (e.g. your brand font) only appear for those who have the font installed or in clients that support webfonts — Outlook and several apps replace them with the default font. The layout should work well with the fallback font; for brand-critical text, use image.
  • Dark mode of email clients automatically inverts/adjusts colors — light backgrounds may darken and text colors may change. Test with a recipient in dark mode if their identity depends on spot colors.
  • Text pasted from Word/Docs has hidden formatting — paste and then use Clear formatting in the text bar, reformatting in the editor.

"Extra blank spaces/lines"

  • Check empty paragraphs at the end of text blocks (they are invisible in the editor, they appear in the email).
  • Adjust spacing through the component/container's Settings panel (padding and space between containers) instead of repeated "Enter".

"The image arrived cropped or in poor quality"

  • Respect the recommended dimensions by number of columns (1 column: 560px wide; smaller columns, proportionally less — the block itself shows the maximum size).
  • Images are compressed upon upload; Small text inside an image loses readability — prefer real text in the editor.
  • In Teams, images over 1 MB are compressed (the editor warns you).

"The preview was right, the send arrived wrong"

  • Known limitation (confirmed by support): some defects do not appear in the preview, only in the final delivery. The preview remains the best test available — send it to yourself and open in Outlook desktop, which is the most problematic client.
  • If the actual send arrived unconfigured and the preview did not: report it to support with a printout and link to the announcement — cases like this lead to platform corrections.

Prevention checklist (before sending)

  1. 1.Send a Preview to yourself and open it in Outlook desktop (and on your cell phone, if your audience is mobile).
  2. 2.Avoid pasting raw long URLs/codes — use buttons and links with text.
  3. 3.Paste external texts with Clear formatting.
  4. 4.Don't duplicate very old communications — start from a current template.
  5. 5.Check empty paragraphs and spacing using the editor controls.
  6. 6.If you use a branded font, check how it looks in the replacement font.

When to contact support

  • Actual sending misconfigured with correct preview (with print + communication link)
  • Defect that is repeated in several sends/recipients from the same email client
  • Automation sending with different formatting than the original template

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