Troubleshooting

Email Issue

Below are some steps users can take to see if this solves the problem with the overlapping text on the email.

1. Likely Causes

• Text/Display Zoom: On phones, accessibility settings (like text size or zoom) can cause overlapping text.

• Email Template Compatibility: Some HTML email designs aren’t fully responsive on all devices.

2. Quick Checks

• Ask the Customer to View in Another App: Suggest opening the email in a different mail app or a web browser.

• Temporarily Disable Browser/Phone Customizations: This helps confirm if a zoom or font setting is the culprit.

3. Steps to Adjust Settings (iPhone)

• Check Text Size: Go to Settings → Display & Brightness → Text Size. Slide to reduce or reset.

• Accessibility Options: Under Settings → Accessibility → Display & Text Size, toggle off “Larger Accessibility Sizes” or revert to default settings.

4. Steps to Adjust Settings (Android)

• Font & Display Size: Go to Settings → Display → Font Size/Screen Zoom. Move sliders to normal.

• Accessibility Settings: Under Settings → Accessibility, look for text-scaling options and disable any extra magnification.

5. Further Suggestions

• Mark Sender as Safe: Though you’ve mentioned it’s already done, reconfirm they’ve added your domain to their safe sender list.

• Update the Email Template: If many customers report this, check with your IT to ensure the email’s HTML is fully responsive.