This help article is for an old version of Direct Mail.
If you have enabled open and click tracking for your campaign, you may see the following error message (or something similar) when you try and send:
Open and click tracking is not available for your account.
Below are a few reasons that open and click tracking may not be available for your account.
You are sending via your own mail server, but did not purchase the open and click tracking feature
This reason does not apply to customers sending via e3 Delivery Service. The open and click tracking add-on was previously available as an extra monthly subscription for customers who downloaded Direct Mail via our website (i.e. not from the Mac App Store) and purchased the SMTP Access feature. This add-on is no longer available, as open and click tracking is now available for free to customers who sign up for our SMTP Access subscription. Customers who previously purchased the SMTP Access feature can enable open and click tracking (and other new features) by signing up for our SMTP Access subscription plan.
You are sending via your own mail server, but your SMTP Access subscription has expired
This reason does not apply to customers sending via e3 Delivery Service. If you are sending your campaign via your own servers (i.e. not via e3 Delivery Service), your SMTP Access subscription must be current. If it has expired, then you will not be able to enable open and click tracking. You can check the status of your subscription by choosing “Direct Mail > Direct Mail Account” from the menu bar at the top of your screen and then scrolling down to the “SMTP Access” section.
Your account has been disabled
If this is the case, please contact our support team for assistance.
The tracking feature on your account has been disabled
If this is the case, please contact our support team for assistance.