Reachengine FAQ`s

FAQ`s > Overview

Overview

1. What is ReachEngine?

ReachEngine is an all-in-one email marketing platform that helps you create, manage and track email campaigns. With ReachEngine you can create custom email templates, nurture your leads and automate your campaigns.


2. How do I get started with RE?

You can get started with ReachEngine in just three simple steps

  • Create a list
  • The first step is to create a list by adding all the necessary details such as name, email id, subject line, description of the subject line, opt-in details notifications, etc.

  • Import contacts
  • Once the list is ready you can go ahead and import the email list into CSV. Or database format.

  • Roll-out campaigns
  • Lastly, you can create campaigns with our drag and drop editors. Also, get access to 110+ templates or request for a customized template. And you are all set to host your email campaign!


    3. Is there a tutorial to navigate?

    Yes, we do have a tutorial which you can use to navigate your way through the ReachEngine tool. Click here to watch the video!


    4. How much does a subscription cost?

    The prices start as low as $50 per month all the way up to $100 per month in the standard plan, you have to choose a plan that best suits your email marketing goals. For pricing-related queries please check out our pricing page and for any further clarification, you can contact our support team.


    5. Do I have to have a certain type of account or monthly plan to join RE?

    You can purchase any of the ReachEngine plans and sign in to your account by adding the necessary information to join ReachEngine.


    6. How can I become a partner?

    For partner related details please reach out to our customer success associate or register a ticket and they will get back to you.


    7. What is included in the purchase?

    ReachEngine Subscription comes with credits included with the purchased plan, 24/7 customer support, over 140 + email templates, and many more feature. For more details please visit pricing page.


    8. I am new, can you help me with my email messaging?

    ReachEngine is a fully-featured email marketing application, our customer success associate will also guide you through an end-to-end process of email messaging on ReachEngine. For more details reach out to our customer success associate or raise a support ticket.


    FAQ`s > Billing

    Billing

    1. What's included in RE's free trial?

    ReachEngine's free trial is valid for 7 days and allows you to create unlimited email marketing campaigns for up to 100 credits. The campaign analytics can be tracked on a real time setting upon campaign’s execution.


    2. What are the different pricing plans?

    We have two main plans which are the “Standard Plan” which are divided into three price ranges –the starter plan at $50/month, the Growth plan at $75/month, and the Pro plan at $100/month. For the “Unlimited Plan” the prices start at – $250/month for the starter plan, $400/month for the growth plan, and $500/month for the pro plan. The third one is the “Enterprise Plan” is customizable along with advanced features, so the prices depend on the services you purchase.


    3. How do I upgrade packages?

    You can upgrade your current plan by logging in to your account and selecting the upgrade option which will be available on your dashboard.


    4. What payment methods do you accept?

    For Standard and Unlimited plans, we accept payment through PayPal and Stripe. Whereas for our Enterprise and “Pay As You Go” plan, we accept wire and check payments.


    5. Where can I find my paid Invoice?

    Once the payment is complete you will be sent the paid invoice to your email.


    6. How can I change my billing address and payment details?

    You can head over to your profile tab in the dashboard and change your billing address and payment details.


    7. Do you have a refund policy?

    We currently do not issue any refunds unless there is a system malfunction or if your account is terminated without a cause.


    8. Do the displayed prices include or exclude taxes?

    The displayed prices on the pricing page pricing page are inclusive of all applicable taxes.


    9. Is there a limit to the free plan?

    Yes, the ReachEngine’s free trial lasts for 7 days and allows you to create unlimited email marketing campaigns for up to 100 credits.


    10. What happens when my credits expire?

    Once the available credits expire, your account will be temporarily suspended. However, upon renewal or an upgrade, your account will be restored.


    11. How can I cancel my Monthly Plan?

    If you want to cancel your plan you can reach out to the customer success associate or raise a support ticket . Once the cancellation is successful, it’ll take effect from the next billing cycle.


    12. Are there any sending limits?

    Yes, you only get a limited number of email credits with every plan you purchase, so you have to choose a plan that suits your email marketing needs. However, if you need more details on various plans available, please visit our pricing page


    13. What does “Pay as you go plan” mean?

    Instead of paying a monthly recurring fee, you can buy email credits as needed through our 'Pay As You Go' plan. It's best for infrequent senders.


    14. Which pricing plan is best for me?

    ReachEngine has plan suitable for all the types of users. The users who have a limited budget can opt for a “Standard Plan”, while users who want to get higher conversions can go for the “Unlimited Plan”. The big companies that want to customize their campaigns can choose the “Enterprise Plan”.


    15. How are the payments secured?

    All the payments will be made through secured and recognised payment gateways such as PayPal and Stripe.


    FAQ`s > My Account

    My Account

    1. Can I extend my free trial?

    You cannot extend your 7-day free trial and when it expires. You will be required to upgrade to the Standard, Unlimited, or the Enterprise plan. If you have any queries, you can contact our support team for help.


    2. Can my Free Plan account be deleted due to inactivity?

    No, your 7-day free trial will not be deleted due to inactivity, so make sure to make the most of it.


    3. How can I activate email campaigns for my account?

    All plans have preactivated with email campaigns, to know more on how to rollout your email campaigns please refer answer of Question no. 2 in the overview section above.


    4. How can I change my personal profile information (email address or password)?

    You can head over to the Profile tab in the top right corner of the dashboard and change your personal profile information such as First name, Last name, Email, Password, Time zone, Language, in the fields given. However, you must use your email address and assigned password that matches your email password for changing you are changing your password.


    5. Am I signing a contract?

    You will not be signing any contract, however if you are opting for any ReachEngine plans you will be agreeing to the Privacy Policy and Terms and Conditions. So kindly do go through them.


    6. Where are my subscription details?

    Once you login to your ReachEngine account, you will find your subscription details under “Orders” in the main menu.


    7. How can I close my account?

    Reach out to our customer success associate or raise a support ticket to close your account.


    FAQ`s > Mailing Lists

    Mailing Lists

    1. Can I use 3rd party mailing lists?

    Yes, you can use third-party mailing lists on ReachEngine. You can also acquire a qualified list from the wide variety of contact databases that DataCaptive offers and use them for your email marketing campaigns.


    2. Can I delete contacts from my campaign lists?

    Yes, you can open your email lists and delete inactive contacts from your campaign list. ReachEngine also provides an option to clean your list with bounce processing and suppressions to increase your email deliverability and reduce bounce rate.


    3. What are the different types of contact attributes to roll out email campaigns?

    The most common contact attributes you can add are first name, last name, zip code, or gender. You can describe your attributes according to text, number, or value.


    4. What are the options to import contacts to RE?

    ReachEngine offers two ways to import contacts to the platform. One is manual uploading where you can add contacts one by one and another one is the automated bulk upload where you can upload all the contacts at once in .CSV or database format.


    5. Is there any Format to import mailing lists?

    Yes, you can either import mailing lists through the manual format (1 by 1) or import it through the .CSV or database format.


    6. What is the process to import mailing lists?

    In order to import mailing lists, you go to the dashboard and click on the List option in the left menu where you can view current lists or create a new list.

  • If there are a large number of lists, the text and dropdown boxes will allow you to search for specific lists you have.
  • For any new list you are creating, you must create the list name before being able to add or upload any contacts (lists) you may have to import. At this stage, you are only creating the list name and the list criteria, not adding or importing names.
  • After importing you can add pertinent data such as General Data, Defaults, Notification settings, and Company information needed for any campaign.

  • 7. What is a test list?

    A test list is an email list which can be used to send test emails to a list of contacts who will be able to receive, preview, and validate the design and content of your email campaign before the actual launch of the campaign.


    8. What is a blacklisted contact?

    A blacklisted contact is a contact that is excluded from receiving your campaigns due to certain reasons. None of your campaigns will be sent to this contact after they get blacklisted. However, these contacts will remain in your database.


    9. Where can I view the list of blacklisted contacts?

    You can find the blacklisted contacts when you check out your uploaded contact list.


    10. Can I connect RE with my CRM? How would I obtain the rejected emails from previously imported mailing Lists?

    Yes, you can connect ReachEngine with a CRM with the help of an API Key. To obtain the previously imported mailing lists you need to download the complete list and then filter out the blacklisted contacts.


    FAQ`s > Email Templates

    Email Templates

    1. What are email templates in RE?

    An email template is a prewritten email that you can use to replace with your own content to quickly send out email campaigns. ReachEngine has over 140+ prebuilt email templates that you build your email campaign on. You can also create your template to match your brand with the help of our drag and drop editors.


    2. Where can I find available email templates?

    When you click on the dashboard, it will direct you to the templates section on the left menu where you will be able to create or choose a template.

  • If you want to choose, find pre-made email templates and choose the ‘Change/Select Template’ button above the editor.
  • Your ‘My email templates’ will appear where you can choose the template you want for your campaign.
  • These templates, once imported, can be modified for your custom use

  • 3. Can I edit available Email Templates?

    Yes, you can create, design, modify, store and reuse any template you want according to your liking with our drag and drop editors.

  • ReachEngine uses the CKEditor a visual template builder. So, if you want to edit email templates you can by using its features.
  • You are encouraged to educate yourself on this editor in the Template area and on their website.
  • So, if you are familiar with HTML coding, you may click on the ‘Source’ button to view/modify/paste code.

  • 4. Can I use external email templates?

    Yes, you can use external email templates, if you find any template you like online, you can save it to your system and upload it to your ‘My Templates’ section.


    FAQ`s > Email Campaigns

    Email Campaigns

    1. My campaigns can’t be sent; they are stuck in “Pending-Sending” status?

    If your campaigns are stuck in the “Pending-Sending” status then you can reach out to our customer support for resolution.


    2. How do I see what email a subscriber received after the campaign has been sent?

    If you go to your campaign overview, clicking on the number of recipients will redirect you to the subscribers that received the given campaign. It will also help track the exact email a subscriber receives along with other analytics such as open and click rates, among other key statistics.


    3. How do I send campaigns with attachments?

    You will get an option to select file attachments while creating your email marketing campaigns.


    4. How can I add custom fields to my forms?

    Every list has its own custom fields. To add new fields to it, you have to log in as a client, click on your email lists, click on your desired list name, and then, from the list overview page, click on the Custom Fields box.


    5. What template tags are mandatory?

    By default, when creating a campaign template, the [UNSUBSCRIBE_LINK] tag is mandatory.


    FAQ`s > Deliverability

    Deliverability

    1. What is email deliverability?

    Email deliverability is the ability to deliver emails to recipients inboxes. Elements that hurt deliverability include sending without custom authentication, using single opt-in, sending from a free domain email address, making it difficult to unsubscribe, using URL shorteners, and lack of engagement.


    2. What is a verified domain on RE?

    A verified domain is a domain that has claimed ownership. Domain verification keeps your email campaigns out of spam folders and protects your reputation.


    3. What is your email delivery rate?

    Email delivery is when an email is successfully delivered to the receiving server. This can be calculated by dividing the number of emails sent minus bounces by the number of emails sent. Many factors impact email delivery rates. The time it takes to deliver your email campaign to your entire audience depends on the sending server's reputation, the email's content, the size of your audience, and its recipients.


    4. How can I check my campaign delivery logs?

    You can find your campaign delivery logs by going to the Campaign Overview on your Dashboard. Checking these logs will prevent sending the same emails to the same recipient. You can also track this to check the email deliverability rate of your campaigns or find any errors and rectify them.


    FAQ`s > Statistics

    Statistics

    1. How do I track campaign progress and statistics?

    ReachEngine provides you with real-time reports that help you collect important data in the campaign overview section. It gives you detailed tracking logs such as opens rate, click through rate, bounces rate, and more.


    FAQ`s > Compliance & Guaranties

    Compliance & Guaranties

    1. Is it necessary to ask contacts to confirm their consent?

    Yes, it is necessary to confirm the consent from your contacts.


    2. How do I make my subscription (or registration) form consistent with GDPR consent requirements?

    In terms of consent, the GDPR only reinforces the good practices already established in the E-Privacy Directive (2002). To be compliant with the GDPR, your form must:

  • Specify how personal data will be used (whether it will be used to send out marketing emails, newsletters, an invitation to events, etc.).
  • Only request for necessary personal data (e.g., do not request a postal address if this data will not be used).
  • Consent is only valid if given through an "active opt-in" (e.g., do not pre-fill or "pre-check" consent boxes for the user - they must actively select it).
  • Include a link to your privacy policy.

  • 3. Does the GDPR require the use of a double opt-in subscription process?

    If you want to use the double opt-in process, every new subscriber is required to confirm their subscription by clicking on an email that is sent automatically immediately after signup. However, the use of a double opt-in process is not required by the GDPR but it is a good practice to follow.


    FAQ`s > Support/HelpDesk

    Support/HelpDesk

    1. How can I talk to someone at RE?

    You can always reach out to our customer success associate or raise a support ticket regarding your queries or call our Toll-Free No. +1(800)-523-1387, or reach out to us on WhatsApp - +121-3325-6554. .


    2. Do you have a support center to raise an issue?

    You can reach the support centre by raising a support ticket regarding your queries.


    3. What are your accreditations?

    Our accreditations include BBB Accreditations Business, Trustpilot, and Google reviews.


    4. Where are you based?

    DataCaptive is based in Santa Clara in California, United States.