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Find answers to common questions about using Optimizely Data Platform (ODP).
ODP experienced an outage and I had campaigns running. What do I do?
In the rare event that ODP experiences an outage, the engineering team will ensure that your campaigns are deployed and your emails are sent. If you are not sure of the status of a particular campaign, please check the Activity Log or https://support.optimizely.com/hc/en-uscontact Support.
I scheduled my campaign to run at 10:00; it’s 10:15 and I have not received my emails. Is there something wrong?
Not necessarily. When a scheduled campaign is triggered, the emails are released into a queue. Depending on the volume of content, the release process can take anywhere from 0 seconds to an hour to complete. If it is more than an hour and none of the scheduled emails were received, contact Support.
I am not sure if my campaign was released. Should I resend it or schedule it to run again?
Before you schedule or resend your campaign, check the Activity Log. If you do not see activities related to the campaign, wait 20 minutes and check again. If you are still not seeing the expected activity after 30 minutes, https://support.optimizely.com/hc/en-uscontact Support.
I am looking at my reporting and cannot find information related to a recently released campaign. Should I be concerned?
Analytics data can take up to 20 minutes to appear within ODP. If you do not see what you are expecting, wait 20 minutes and check again. If you are still not seeing the expected activity after 30 minutes, https://support.optimizely.com/hc/en-uscontact Support.