When you build emails or modules in Design Studio, you might sometimes run into issues such as error messages, missing content, or unexpected behaviour. This guide helps you identify common causes and gives you a starting point for troubleshooting so you can resolve issues more efficiently.
When data in modules is missing or hidden
If you have a module with personalization fields that are not showing any data, the issue is often related to how those fields are configured.
Make sure you have selected the correct data source
Make sure you use the data source you intend to use. For example, using the Abandoned browse data source in an Abandoned cart email will result in the abandoned browse data not being visible in the email.
Review personalization fields
If your module uses personalization, make sure that all fields are correctly configured. Open the personalization menu for each field and verify that a value is selected.
If you have changed the data source while working on the module, existing personalization fields may still reference the previous data source. This can cause the fields and no longer fetch personalized content.
If you open the personalization menu and see that the dropdown is empty, the field is no longer correctly configured and will not work.
What to do:
- Go through each personalization field in the module
- Re-select the correct fields from the current data source
- Also check any display conditions that depend on these fields, as they may also need to be updated.
When content is not updated in the sent email
If changes made in Design Studio are not reflected in the sent email, or if the preview differs from what was actually sent, there are a couple of common things to check.
Check if the current version of the email is published
Start by verifying that the email was published. Look at the publish button in the top right corner. If the button is green, it means there are unpublished changes, and the version you are currently viewing is not the one used in the sendout.
If needed, you can revert to the last published version by clicking the arrow next to the publish button and selecting “Revert to the latest published version”.
Check for local overrides in markets
Another common reason is that content has been locally overridden for a specific market.
Content created in Design is automatically inherited by all market variants. However, if a change has been made locally, that inheritance is broken for that element. This means that updates made in Design will no longer apply to that local version.
To identify this, compare the content in the Marketing group variants with what you see in Design. If there is a difference, the content has been overridden locally.
What to do:
- Re-add the element in Design to restore inheritance.
- If you’re unable to resolve the issue, you’re always welcome to contact our Support team. Please describe the problem you’re experiencing and include a reference to the specific email where the issue occurs.