Skip to main content

Troubleshooting Interactive Content

Fixes for common issues such as a component not appearing for some recipients, showing its fallback, or not tracking responses.

Symptom​

An interactive component (poll, survey, or other live element) in an Edition behaves inconsistently:

  • Some subscribers see the interactive version; others see a static image or link.
  • Every subscriber sees the fallback, even though the component previewed correctly.
  • The component appears, but responses or votes are not counted in reporting.

Likely causes​

  • Email client support. Interactive components only render in clients that support them. Many desktop, mobile, and webmail clients fall back to the static version by design — this is expected, not a defect.
  • Preview vs. live send. A component may look correct in the Edition preview but behave differently once broadcast, because preview does not exercise every subscriber's client.
  • Fallback content missing or misconfigured. If the fallback image or link was not set, subscribers on unsupported clients see a blank or broken block.
  • Tracking not fully published. Responses are recorded only after the Edition is broadcast (not from preview or test sends), and only while the component remains active.
  • Component edited after sending. Changing the component in a Broadcast that has already gone out can break the link between subscriber actions and the report.

Fixes​

  1. Confirm the component includes a complete fallback (image plus a click-through link) so unsupported clients still show something usable.
  2. Send a test to yourself across a few different clients to see who gets the interactive version and who gets the fallback.
  3. Verify the component was active at send time and has not been edited since the Broadcast. (confirm the exact steps in your account)
  4. Check response counts only in the live report after broadcasting — test sends and previews do not accumulate results.
  5. If responses still show zero, re-open the Edition's component settings and confirm tracking is enabled before re-sending. (confirm the exact steps in your account)

Still stuck?​

Note the affected Edition, the subscriber's email client, and whether they saw the interactive version or the fallback, then contact your account administrator or support team with those details.

Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.