Status update

29 June 2020 – Email campaigns were paused

This is now resolved. For more information on the issue, please see below.

29 June 2020 9:50pm EST / 30 June 2020 2:50am BST

All Engagement Scores have been fixed. No other issues should remain. Please contact Support with any questions.

29 June 2020 1:20pm EST / 6:20pm BST

We have restored email sending ability for all clients, after about an hour in which we had temporarily paused this ability, on purpose, out of an abundance of caution. But the issue affecting the Email Engagement Scoring feature has not yet been fixed — see below.

If one of your email campaigns was paused, it will now send immediately. If you canceled your email campaign, then you will need to reschedule it, or it will not send.

FYI, our Development team has identified and now understands the specific software bug, which affected the Email Engagement Score feature over the weekend. They are starting the process of fixing this bug and should complete the fix tonight. We hope that clients will be able to resume using the Email Engagement Score feature starting tomorrow (Tuesday). However, clients should NOT use this feature again until we have updated you to confirm that it is safe to resume using it.

In the meantime, if you want to send an email campaign today, you should do the following:

Build your audience using a previously sent email campaign — i.e. a campaign that is similar to or identical to the audience that you want to target now
Use an audience to whom you have already sent emails, prior to this past Friday, June 26, 2020.
If you have questions about any of the guidance above, please contact our Support team and they will be pleased to advise you.

29 June 2020 11.45am EST / 16:45pm BST

We have just temporarily paused all outgoing email campaigns, as of 11:45 am ET today (Monday, June 29th), due to a software bug affecting the Email Engagement Scoring feature of the platform. This bug was introduced over the weekend during the latest software release – which took place at about midnight ET on Friday night/Saturday morning and will have affected any email campaigns sent out since that time.

To be more precise, this bug affects any campaign that relies on Email Engagement Scoring as one of the filters to select your campaign audience, i.e. to pick which supporters will receive your messages. This bug does not affect any campaign for which Email Engagement Scoring was not among the filters you included in your campaign query.

Our developers are currently working to complete a full diagnosis of this problem and determine the best and fastest solution. We hope to be able to restore normal email sending capability ASAP, today. We took the step of pausing all emails only to provide time for adequately communicating this issue to our clients. We will communicate back to all clients with an update later today, as soon as possible.

In the meantime, for any clients who feel that they must send out an email campaign today (MONDAY) after we have lifted the pause, we have the following advice: Only target for now those supporters whom you have already targeted in past campaigns — i.e. campaigns prior to the Friday midnight software release. Exclude from your new campaign any supporters to whom you never sent an email prior to the release. This step should ensure that your new campaign won’t be affected by the Email Engagement Scoring issue.

To receive emails on our software updates and other news, we recommend you sign up to our email updates

Recent software updates

We are continually adding new features to the software. The most recent update was on 26 June 2020. For further details on each of our updates, see the link to release notes in the related articles section on the right sidebar.

What we’re working on…

We are working on the next release in autumn! This should include support for SEPA payments in the Stripe gateway. More details on what else will be included will be coming soon.

Important notices

Legacy software

The ability to edit and create legacy pages has been removed from the software. All pages should be created in the page-builder tools. Please Close any live pages. You can still view closed pages – click here for more. Legacy triggers are shut down. Please use marketing automations for that.

Payment gateway transaction ID

Following a Visa and MasterCard mandate for payment processors, we will now store an additional id for the transaction id. For clients using Worldpay, you will note a change in the gateway transaction ID (campaign data 2) in your Engaging Network’s Transactional Data, post this release. Worldpay transaction IDs moving forward will have 2 parts to them (paymentToken__networkTransactionId). The ‘3D Secure’ payment flow is now supported, through the PaySafe gateway. If you are interested in applying this for card processing feature, please reach out to support.

TLS 1.0 deprecation

Engaging Networks disabled TLS 1.0 on 1st June 2018. If you and your supporters are using modern browsers, you do not need to do anything. For more information, click here.

Supportal pages to check out

Here are some recently created (or updated) pages in the Supportal that you may have missed:

Latest Webinars

Our team publish regular webinars on new features and best practice. You can watch the latest webinars here


If you need further assistance, please contact support

Updated on June 30, 2020

Was this article helpful?

Need Support?
Can’t find the answer you’re looking for? Don’t worry we’re here to help!
Contact Support