24/7 Support During Migration
This guide helps you access support resources, troubleshoot issues, and get assistance at every stage of your migration to Sender.
Where to Get Help
Help Center and Knowledge Base — Sender's Help Center contains step-by-step articles covering migration topics, subscriber imports, domain authentication, and automation setup. Access it by clicking the ? icon in the top-right corner of your dashboard and using the Search the knowledge base field, or visit the Help Center directly at help.sender.net.
Live Chat — Reach Sender's support team through the chat widget in the bottom-right corner of your dashboard. Click the chat icon to open the conversation window, type your message, and a support representative will assist you. Live chat is available for all Sender users.
Email Support — Send a detailed support request to support@sender.net or use the contact form at sender.net/contact-us. Include your source platform name, subscriber count, a description of the issue, and any relevant screenshots. Email support is available to all Sender users regardless of plan tier.
Steps to Get Migration Support
Step 1 — Identify and document the issue
Before reaching out to support, pinpoint where in the migration process you are stuck. Go to Subscribers in the left sidebar and check whether your imported contacts appear. Navigate to Account settings → Domains to verify your domain authentication status. Open Automations to confirm your workflows are listed. Write down any error messages, unexpected results, or missing data you observe.
Step 2 — Search the Help Center for a solution
Click the ? icon in the top-right corner of your dashboard to open the help panel. Type a description of your issue into the Search the knowledge base field. Review the suggested articles for troubleshooting steps that match your situation. If the articles resolve your issue, follow the instructions provided. If not, proceed to contact support directly.
Step 3 — Contact Sender support with your details
Open the live chat widget in the bottom-right corner of your dashboard, or email support@sender.net. Provide your source platform name, the number of subscribers you are migrating, a list of assets involved (groups, automations, templates, forms), and a description of the problem. Attach screenshots of any error messages or unexpected results. The support team will guide you through resolution.
Step 4 — Follow up and verify the resolution
After receiving guidance from support, apply the recommended fix in your Sender account. Go to the relevant dashboard section — Subscribers, Automations, Forms, or Account settings → Domains — and confirm the issue is resolved. If the problem persists, reply to the same support thread with updated screenshots showing the current state so the team can continue troubleshooting.
Migration Validation Checklist
Subscriber count — Go to Subscribers in the left sidebar and compare the total count displayed against the number of contacts in your source platform. If the numbers do not match, check for import errors such as skipped rows due to invalid email formats or duplicates.
Custom field data — Navigate to Subscribers → Fields and confirm that all custom fields from your source platform are listed with the correct Field name, Type, and Code. Open individual subscriber records on the Subscribers page to verify that field values imported correctly.
Group assignments — Go to Subscribers → Groups and check the Active and Total columns for each group. Confirm that subscriber counts per group match the corresponding lists or segments from your source platform.
Domain authentication — Navigate to Account settings → Domains and verify that the Ownership confirmed and Authentication columns show checkmarks for your sending domain. If authentication is incomplete, click Recheck DNS records after updating your DNS settings.
Automation triggers — Open Automations from the left sidebar and confirm each migrated workflow is listed. Check that the status is set correctly and that trigger conditions are configured. Activate a test automation and verify it fires as expected.
Email template rendering — Go to Email campaigns and open each migrated template in the editor. Verify that images load, links are correct, and the layout displays as intended. Send a test email to yourself to confirm rendering across email clients.
Form functionality — Navigate to Forms in the left sidebar and confirm each recreated form is listed with the correct type (Pop-up or Embedded form). Preview and test each form to verify it captures subscriber data and assigns contacts to the correct group.
Suppression list — Check that unsubscribed and bounced contacts from your source platform were imported with the correct status. Go to Subscribers, use the Email status filter to view unsubscribed and bounced contacts, and confirm they are not marked as active.
Post-Migration Tasks
Remove test data — Delete any test subscribers, draft campaigns, or placeholder automations you created during migration. Do this after validation is complete to keep your account clean and avoid accidentally sending to test contacts.
Warm up your sending volume — Start by sending a small campaign to your most engaged subscribers and gradually increase volume over 2–4 weeks. This builds your sending reputation on Sender's infrastructure with mailbox providers, even if you had an established reputation on your previous platform.
Monitor first campaign performance — After sending your first campaign from Sender, go to Dashboard and review the Traffic and reach report for metrics including Total delivered, Total opens, Total clicks, Bounce rate, and Total spams. Compare these against your typical results from the source platform to identify any deliverability concerns early.
Keep your source platform active — Maintain access to your previous platform for at least 1–2 weeks after completing migration. Use this overlap period to catch any missed data, reference original automations or templates, and confirm that all subscriber activity is now flowing through Sender.
Update DNS records — If you have not already done so, ensure all DNS records (SPF, DKIM, DMARC) point to Sender. Go to Account settings → Domains and click Recheck DNS records to verify. Remove or update any DNS entries that still reference your previous platform's sending infrastructure.
Notify your team — Inform team members and stakeholders that the migration is complete and all email operations are now running from Sender. Share access to the Sender dashboard by going to Account settings → Users and adding team members as needed.
Preparing a Support Request
Source platform name — Specify the platform you are migrating from so the support team can provide relevant guidance for your specific migration path.
Subscriber count — Include the total number of subscribers you are migrating and the number of groups or lists involved. This helps the support team understand the scope of your migration.
List of assets to migrate — Provide a list of all assets involved, including groups, automations, email templates, forms, and suppression lists. This allows the support team to give comprehensive guidance.
Error messages or screenshots — Attach screenshots of any error messages, failed import confirmations, or unexpected results you encountered. Include the full error text and the dashboard page where it appeared.
Import file sample — If you experienced an import failure, include a small sample of your CSV or Excel file (with sensitive data removed) so the support team can identify formatting issues.
Plan tier — Mention your current Sender plan, which is visible on the Account settings → Billing page under Your plan. This helps the support team determine what level of assistance is available to you.
Common Issues
Subscriber count mismatch after import → Sender skips rows with invalid email addresses, duplicate entries, or formatting errors during import. Go to Subscribers, review the import confirmation details for skipped rows, correct the issues in your file, and re-import the missing contacts.
Custom fields not mapping correctly → Field mapping errors occur when column headers in your import file do not match the field names in Sender. Go to Subscribers → Fields to verify your custom fields exist, then re-import with corrected column headers that match the Field name values.
Domain authentication showing incomplete → DNS changes can take up to 48 hours to propagate. Go to Account settings → Domains and click Recheck DNS records. If authentication still fails, verify that your DNS entries match the values provided by Sender exactly, with no extra spaces or characters.
Automations not firing after migration → Recreated automations may remain in DRAFT status. Go to Automations, open each workflow, verify the trigger conditions are correct, and activate the automation. Test with a subscriber action to confirm the workflow fires.
High bounce rate on first send → Sending to a large list immediately after migration can trigger mailbox provider filters. Reduce your initial send volume to your most engaged subscribers and increase gradually over 2–4 weeks to warm up your sending reputation on Sender's infrastructure.
Forms not capturing subscribers → Forms may be in DRAFT status or not embedded correctly after migration. Go to Forms, confirm each form's status is active, and re-embed or republish the form code on your website. Test by submitting a form entry and checking that the subscriber appears in the assigned group.
FAQs
Does Sender offer assisted migration?
Sender may offer migration assistance depending on your plan tier and the complexity of your migration. Contact Sender support through live chat or at support@sender.net with your source platform name, subscriber count, and a list of assets to migrate to discuss available options.
How do I know if my migration is complete?
Use the Migration Validation Checklist above to verify each component — subscriber counts, custom fields, group assignments, suppression lists, domain authentication, automations, templates, and forms. If all checks pass and a test campaign sends and delivers successfully, your migration is complete.
My subscriber count does not match after import. What should I check?
Check for import errors on the Subscribers page. Sender may have skipped invalid email addresses, duplicates, or rows with formatting issues during import. Review the import confirmation details for skipped rows, correct the issues in your source file, and re-import.
When should I deactivate my previous platform?
Keep your source platform active for at least 1–2 weeks after completing your migration to Sender. Use this overlap period to catch any missed data, verify automations are firing correctly, and confirm deliverability from Sender. Only deactivate the source platform once you are confident everything is working.
Should I warm up my sending when I start using Sender?
Yes. Even if you had an established sending reputation on your previous platform, Sender uses different sending infrastructure. Start with a small volume of sends to your most engaged subscribers and gradually increase over 2–4 weeks to build reputation with mailbox providers.
I encountered an error during import. What should I do?
Check the error details on the import confirmation screen. Common errors include invalid email formats, missing required fields, and unsupported file formats. Correct the issues in your CSV or Excel file and re-import. If the error persists, contact Sender support with a screenshot of the error and a sample of your import file.
How do I access live chat support?
Click the chat icon in the bottom-right corner of your Sender dashboard. The conversation window will open with a message field where you can describe your issue. A support representative will respond to assist you.
Can I import subscribers directly from my previous platform?
Sender supports direct import from select platforms. On the Import subscribers page (accessed via Add subscribers on the Subscribers page), check whether your source platform is listed as a direct import option. If not, export your subscribers as a CSV file from your source platform and use the Import from a file option.