How to ensure unique user tracking of poll responses works?

How to update or add a new payment method?

Why is my transparent background countdown timer blurry?

My countdown timer is not showing correctly on Apple Mail

How to see and download my invoices?

How to contact us?

What happens if I archive a widget?

How to change my login email account/username?

How to integrate my widgets into my email campaigns?

Why was I charged VAT or Sales Tax?

My countdown timer/email widget is showing views even though I have not sent a campaign yet

Can I invite other users or add subaccounts to my account?

How to cancel my plan/subscription?

How to delete my account?

What Payment methods do you offer?

Why does my countdown timer repeat after 60 seconds?

What happens if I exceed my 10,000 Monthly Free Plan Views?

How Are Widget Views Counted?

How to redirect users to a landing page after they vote in a poll?

Countdown Timer Customization Options

Widgets seem outdated in my email template preview?

Integrations

Account changes, payment methods & invoices

Account Questions

Information about each of our email widgets

Email Widgets

Countdown Timers

Help and advice on our image personalization  & overlays widget

Image Personalization & Overlays

Help and advice on our rule based image personalization widget

Rule Based Image Personalization

Polls

Weather

Help and advice on our critical alerts widget

Critical Alerts

<h4 class="LexTKB__h4" dir="ltr">Apple Mail and dynamic elements such as countdown timers</h4>Apple mail caches emails aggressively since about 2023. What this means is that Apple's servers store a copy of emails users receive, including dynamic elements such as countdown timers. So when a user opens an email using Apple Mail, instead of the countdown timer gif loading from our servers, it loads the version stored by Apple Mail. <h4 class="LexTKB__h4" dir="ltr">For many Apple Mail users, the first time they open the email, the timer will be correct.</h4>Apple Mail's caching often happens at the time the email is first loaded, so the first time the user loads the email, it will show the correct time remaining on countdown timers. However, once cached, the timer will show the cached version instead of our live one and for subsequent opens of the email, the timer will not show the correct time remaining.In some cases, Apple Mail caches emails even before the user opens it for the first time. In these cases, the timer may show the incorrect time even on the first open.<h4 class="LexTKB__h4" dir="ltr">The Apple Mail issue is for all dynamic countdown providers</h4>The issue described above is an Apple Mail issue. Sendtric and other countdown timers cannot prevent Apple from caching emails. Some other widget providers hide behind the issue, but we believe that being transparent and offering choice to our clients is the best way to ensure your satisfaction.What we do offer at Sendtric is to enable our 'fallback image' option to either show a replacement static image or hide the timer when we detect that the timer will not show correctly in Apple Mail. Other email client users will see the correct timer.<h4 class="LexTKB__h4" dir="ltr">We recommend enabling the 'Apple Mail - Fallback Image' option</h4>The reason at Sendtric we recommend using our 'Fallback Image option' is because it both shows the correct timer for non Apple Mail users, and does not confuse Apple Mail users by showing them an out of date timer when they re-open an email. Enabling the Fallback image option either shows a static image you upload instead of the countdown timer, or if you enable the option but do not upload an image, it just hides the timer for Apple Mail users.The option works by detecting whether the timer will show correctly and if not (in the cases of Apple Mail or on very rare cases for Outlook users) then it shows the fallback image or hides the timer.<h4 class="LexTKB__h4" dir="ltr">We also recommend that you create a new timer for every campaign</h4>If you are using standard timers for countdown timer that counts down to a specific event - e.g. for a promotion, sale, holiday, product launch, or event, then even if the timer that you want to use is exactly the same, it is better to create a new version of it for each email campaign to the same recipients.The reason for this is that sometimes Apple Mail can notice that the URL of the countdown timer is the same, and display the cached timer from the previous campaign sent to that recipient. The quickest way to do this is to create a template of the timer and then create a new one using the same template. (In the near future, we will be adding a duplicate button, which will make this easier and quicker).<h4 class="LexTKB__h4" dir="ltr">Some clients prefer to show the timer to Apple Mail users, even if there is a risk</h4>The biggest benefit of countdown timer is the psychology behind dynamic elements that hook you in and the urgency and FOMO created by the deadline. Also, for many Apple Mail users, they will see the correct timer when they first open the email anyway. So unless it is absolutely critical that the timer is always correct for Apple Mail users, then you can leave the fallback image option disabled.

You can see all your invoices by logging into your Sendtric Dashboard at <a href="https://app.sendtric.com" class="LexTKB__link">https://app.sendtric.com</a> and then going to Settings <a href="https://app.sendtric.com/settings" class="LexTKB__link">https://app.sendtric.com/settings</a> and then toggling the 'Invoices' section. On the right hand side of each invoice, there will be a download invoice as pdf link.All invoices also get emailed to the main account holder. If you would like to change the email to which invoices get sent to, please email us at <a href="mailto:support@sendtric.com" class="LexTKB__link">support@sendtric.com</a>

<h3 class="LexTKB__h3" dir="ltr">If you need support - you can email us.</h3>If you need any help with the platform, widgets, your account etc - then please send us an email to <a href="mailto:support@sendtric.com" class="LexTKB__link">support@sendtric.com</a>.We aim to respond within 1 business day - usually much quicker.<h3 class="LexTKB__h3" dir="ltr">Want to speak to sales?</h3>Are you not sure which plan to pick or have any other sales related questions?Please email our sales team at <a href="mailto:sales@sendtric.com" class="LexTKB__link">sales@sendtric.com</a>.<h3 class="LexTKB__h3" dir="ltr">Are you an enterprise, agency, or ESP who would like a demo?</h3>If you are an enterprise or an agency who needs one of our custom plans - please book a demo with us <a href="https://cal.com/martin-tenev/30min" rel="noreferrer" class="LexTKB__link">using this link</a>Alternatively, you can also use the <a href="https://cal.com/martin-tenev/30min" rel="noreferrer" class="LexTKB__link">same link</a> to book a partnership call with us - whether you are an agency who wants to refer clients to us or an ESP who wants to integrate our widgets directly into your platform.

<h3 class="LexTKB__h3" dir="ltr">I have access to my account and want to change the email/username:</h3>To change your email address, please login to your dashboard, click Settings in the top navigation menu, then press the 'Account Settings' Toggle. In there you can enter the new email address you wish to change to. This will trigger a confirmation email, first to the current email, then to the new email. In both emails, you will need to press the button in the email to confirm the email change.<h3 class="LexTKB__h3" dir="ltr">I do not have access to my account and want to change the email/username:</h3>To change your email account/username, please email us at <a href="mailto:support@sendtric.com" class="LexTKB__link">support@sendtric.com</a> indicating your current login email account and the email you wish to change it to.We will then confirm you are the account holder, change your username for you, and reset your password if needed.

All our email widgets work with all major ESPs and mass email campaign tools and integrating it is super easy. You can see our integrations for specific ESPs in our integrations page at <a href="https://www.sendtric.com/integrations/" class="LexTKB__link">https://www.sendtric.com/integrations/</a>.For the majority of ESPs, the process is the same. Create and save your email widget in the Sendtric dashboard, copy the HTML code provided by us, and paste it in the HTML/Code block of your ESP provider in the location where you want our widget to go.

We are sorry to see you go.You can cancel your subscription yourself by logging into your Sendtric Dashboard at <a href="https://app.sendtric.com" class="LexTKB__link">https://app.sendtric.com</a> and then going to Settings <a href="https://app.sendtric.com/settings" class="LexTKB__link">https://app.sendtric.com/settings</a> and then toggling the 'Plan &amp; Billing section'. In there you will see the "Cancel subscription' button.When you cancel your subscription, it will stay active until the period for which you have already paid for. After this, your account will be converted into our free plan and will lose access to our paid features. You can cancel the cancellation at any time until then in the same settings location if you change your mind.Before you go, is there anything we could do to help? Let us know if you are facing any issues and we will be glad to help. You can email us at <a href="mailto:support@sendtric.com" class="LexTKB__link">support@sendtric.com</a>

Go back to application

Was this article helpful?

You recently requested to reset your password for your account. Use the button below to reset it. This password reset is only valid for the next 24 hours.

If you’re having trouble with the button above, copy and paste the URL below into your web browser.

Sendtric Help Center