Why Are My Emails Not Appearing as Expected?

Different email clients have different limitations that can impact the way your emails appear to recipients.

Accredible undertakes extensive email testing to ensure your emails look the best they can when they arrive in recipients' inboxes. However, due to the limitations of some email clients, your emails may not always appear how you want them to.  

Why is the Text in the Email a Different Colour?

If a recipient forwards their credential delivery email, portions of text may appear purple. This is because some email clients apply this color to text that has been repeated from a previous message in the conversation.

In Gmail this is known as 'Conversation View' and can be turned off in your settings:

  1. Open Gmail
  2. Click on the gear in the top right-hand corner and then select Settings
  3. Scroll down to 'Conversation View'
  4. Select 'Conversation view off'
  5. Scroll to the bottom of the page and click 'Save Changes' 

Furthermore, you may sometimes notice the text for your hyperlinks appear blue.  This is because is the default hyperlink style for some email clients. Unfortunately, this is not something Accredible can control. 

Why is the Font Different from the Template?

Different devices, operating systems, and email clients all support different fonts. Instead of specifying a specific font and risk it not loading reliably for a recipient, Accredible will tell the system to use the default font for the recipients' systems. 

This does mean a recipient viewing the delivery email on an Android device will see a different font to a recipient viewing the email on a MacBook, and both could differ slightly from the font you see on the email template in your dashboard. However, this is to ensure your recipients have the best possible credential delivery experience!

Why are the Call to Action Buttons In the Email Broken?

All email clients render emails differently. This means that when your recipients receive their credential delivery email, their email client may make changes to the code of that email. This includes adding additional classes to the code, wrapping the email in a blockquote, and stripping out HTML elements.

Note: You may also see formatting differences in the email client Outlook as it is designed to support only a subset of HTML 4, so some HTML tags are simply ignored. This causes the email to look different in Outlook then it would in other email clients.

As a result, if a recipient forwards their credential delivery email they may find that the text and link from inside the Call to Action (CTA) buttons are displaced. 

How the CTA appears in the original credential delivery email: 

    How the CTA can appear in a forwarded credential delivery email: 

    Unfortunately, it is not possible to avoid the email design changes that occur when recipients forward their credential delivery email, as Accredible is unable to control how email clients alter code. 

    However, recipients do not need to forward their credential delivery email to show off their new credential! Instead, they can send an email directly from their credential view, share their unique URL or add their credential to their social media.

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      If you would like to tell us about any improvements you feel could be made to this page, you can email us at support@accredible.com.