Get answers to our most frequently asked questions
My emails aren't being delivered/a recipient did not receive the email.
Check your analytics to see if the email was delivered. If analytics is showing delivered, then it was caught in spam filters. Ask your IT team to check quarantine and release the email.
Can I send an edition via SMS/Text Message?
No. At the moment, the HQ platform is only able to send communication over email. If you have link access enabled, you can copy your edition link and share the link over SMS/Text Message.
I’m not receiving my test sends.
Your test send may be getting caught in quarantine by spam filters. Reach out to your IT team to have them check and release the email from quarantine. If your IT team is not seeing the email in quarantine. Reach out to us at help@axioshq.com or use in the in-app chat.
How can I prevent my messages from going into the spam folder?
There are a few basic steps we recommend you and your IT team take to help ensure your editions land in your audience’s inboxes:
- Allowlist outgoing requests to .axioshq.com/ in your firewall settings
- Safe-sender noreply@axioshq.com and help@axioshq.com as well as the email address you are sending from
- If you’re sending to an external audience, encourage them to safe-sender whatever email address you’re sending from
Who does my series look like it’s coming from when it’s sent?
By default, Axios HQ series send from noreply@axioshq.com, but you can customize this send from address by integrating with a custom domain.
- Sending from a recognizable email address makes your messaging friendlier, lets you stay on-brand, and gives your audience confidence that your editions are coming from you!
- Please contact your Axios HQ account manager or help@axioshq.com to get set up with your custom domain.
You can also edit the sender name on the Settings page to set the name that will be attached to your series in recipients’ inboxes, regardless of the send from address.
Can an email edition be unsent?
No, once an edition is sent it cannot be unsent or canceled.
Where do out of office replies or auto-replies go?
OOO replies and auto-replies from inboxes will go to the send-from email address.
Where do bounced emails go?
Bounces will aggregate as analytics. They will not go back to an email address.
Why do the emojis in my edition look different from the ones I chose?
Different operating systems render emojis differently! Depending on the type of device you are using to view your edition, emojis may look different or, in certain circumstances, unfortunately might not render at all.
- For example, if you input a particular emoji on a Mac computer and then view your sent edition from a Windows operating system or on an Android phone, the design of the emoji might change.
- Some newer emojis are actually encoded “under the hood” as two different emojis combined, and operating systems that don’t support these newer emojis will render them as two separate emojis. The woman running emoji, for example, will show up on devices that don’t support it as the person running emoji followed by the Venus symbol emoji.
This happens independent of Axios HQ software, and isn’t something we can alter.
Can I use HQ on my phone?
No. At the moment, the HQ platform is only supported for desktop use, and is optimized for Chrome.
Can I read my edition on my phone?
Yes. All email editions sent from HQ are mobile responsive and will render well on any device: phone, tablet, or computer.