If your subscribers are having trouble downloading the file attached to your incentive email, here's what to look for.
Verify successful incentive upload
Before proceeding, please verify that the file has been uploaded to your Form or Landing Page successfully.
To do so, first click Settings from the toolbar at the top of the Form or Landing Page builder. Here's how it looks for the Form builder:
Then, select Incentive from the sidebar, and ensure that Download is selected (not URL) and that your filename is present, indicating that your file has been uploaded:
If you just uploaded the file, make sure you publish your Form or Landing Page, and then check again that the file is still present in the settings shown above.
If the file was successfully uploaded and you or your subscribers are still experiencing issues downloading it from the incentive email, please proceed to the next steps:
Troubleshooting steps for incentive downloads
The most common incentive download issues result in an error that looks like this when the subscriber clicks the button in your incentive email:
This error is often resolved by the following steps:
1. Re-save and re-upload the file
Sometimes, simply re-saving and re-uploading the file will fix it!
2. Change the filename, then re-upload
Please make the following changes to the filename, if applicable:
Shorten it to <20 characters
Remove any spaces and/or underscores
Remove any special characters, such as accented letters (é, â, ñ, ï, etc.)
Re-uploading the file with a filename within the above specifications will often resolve the issue.
Security errors
If your subscribers are getting a security error in their browser when clicking your incentive email's link, such as This site cannot provide a secure connection, please reach out to us with a screenshot of the error.