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General

Table of contents

I can no longer log in. How do I get back into the system?

If you can no longer log in, you have the following options:

  1. Have you forgotten your user name? Please request your user name again . To do so, enter the email address with which the system was registered. If you use more than one system with your email address, please contact our support team.
  2. If you have forgotten your password, please use the forgotten password function. You need the email address or the user name for this.

I have forgotten my password. What can I do?

If you have forgotten your password, please request a link to reset your password . To get a new password, enter the email address on file and/or the corresponding user name (your login). The system then creates a one-time link for you and sends it immediately to the email address of that user. The link is valid for 4 hours.

When you click the link you are asked to enter a new password, which from then on is your valid password for logging in. This procedure is necessary because, for data security reasons, we store your password encrypted in our databases and do not know it.

You get the message that your system is not active?

Did you register your system only recently and have not confirmed it yet? When you register, a confirmation link is sent to your email address. You have to click it to activate the system.

If your system has been blocked because of SPAM, outstanding invoices or other incidents, please contact our support team.

I have received SPAM through your system. What can I do?

We do not tolerate SPAM. Please also see our anti-spam guidelines and rules (German).

All subscriptions go through the necessary double opt-in process. If an address is not confirmed as part of the double opt-in process, it is removed again automatically. All you have to do is ignore the subscription email. In the case of unsolicited emails you can of course contact our abuse team at any time. Please always forward the complete newsletter to the abuse team.

Our abuse team also coordinates any further steps concerning the sender. You can reach the abuse team at abuse@newstroll.de. If you would like to receive information about the data stored about you in accordance with Art. 15 GDPR, please also contact the abuse team. The request is handled via the sender of the newsletter in accordance with the data processing agreement.

What does NEWSTROLL do against SPAM?

According to our terms and conditions and anti-spam guidelines, the service must not be used to send emails to people who have not agreed, by confirming, to receive the newsletter. Please read our anti-spam guidelines and rules (German) for more information.

How can I prevent my newsletter from being marked as SPAM?

To prevent your newsletter from being marked as SPAM, you should observe the following, among other things:

Lists / list hygiene

  • Only send the newsletter to recipients who have expressly agreed to receive it.
  • Only write to active users. If you have not written to your contacts for a long time, you should ask for their consent again.
  • Remove contacts who do not want to receive the newsletter from your list.
  • Make sure that the unsubscribe link in the newsletter is clearly visible and respond to any requests promptly.
  • Your email address (sender of the newsletter) should be in the recipients' address book.

Email formatting / content

  • Make sure that your emails are clearly recognisable as coming from you (for example through your logo and imprint).
  • Use our modern editor. The HTML code it produces is very well formatted and ensures higher delivery rates.
  • Personalise your newsletter
  • Point out in the newsletter that the recipient has subscribed to it.
  • Avoid aggressive calls to action in email invitations or advertising such as "Buy today!", "Sign up today" or "Order now". This kind of instruction (call to action) is also very often used by spammers.
  • Give recipients the opportunity to influence the number of newsletters per week / month.
  • Avoid words written entirely in capitals in the subject line of the email (e.g. "NEW now!")
  • Do without excessive search engine optimisation measures (e.g. keyword SPAM, headings only or text in bold)

You will find further advice on how to avoid your newsletter being marked as SPAM in our anti-spam guidelines and rules (German).

Do I need to update my privacy policy?

Under the EU General Data Protection Regulation it is essential that you mention the use of our service on your website (privacy policy). We have prepared a text for you that you are welcome to use:

To ensure that newsletters are only sent with consent, we use the so-called double opt-in procedure (DOI). Potential recipients can add themselves to a list and then receive a confirmation email that allows them to confirm their newsletter subscription in a legally secure way. Only once it has been confirmed is the email address added to the list. We use this data exclusively for sending the requested information and offers.

NEWSTROLL is used as the newsletter software. Your data is transmitted to newstroll.de. NEWSTROLL is prohibited from selling your data or using it for any purpose other than sending newsletters. NEWSTROLL is a German provider that was chosen in accordance with the requirements of the General Data Protection Regulation and the German Federal Data Protection Act.

You can find more information here: https://www.newstroll.de/informationen-fuer-newsletter-empfaenger/

You can withdraw your consent to the storage of your data and email address and to their use for sending the newsletter at any time. To do so, please use the "Unsubscribe" link in the newsletter or contact us directly.

If necessary, please extend this text with any other data stored with us (name, address, other personalisations) and the type of information requested or the content of the newsletter. If the open rate is measured and link trackers are used, the date and time are also stored.

How can I access my other systems / accounts?

We provide client access (also called the agency solution). We link your accounts so that you can conveniently switch between the systems. Client access only applies to the respective user; other users of the same system cannot automatically switch to other systems. The data of the individual systems remains strictly separate, and any guest, editor or administrator permissions remain completely unaffected. Client access must be set up individually for each user.

If you would like such access for the systems you manage, please contact our support team and tell us the following for each system:

  • user name
  • email address
  • website belonging to the system

Once the access has been set up, we will notify you. You can then switch between your systems / contracts at any point in the administration area using a selection field at the top right.

How does the agency solution / client access work?

See the previous question: How can I access my other systems / accounts?

I cannot find an answer to my question. Who can I contact?

If you have not found an answer to your question, please contact our support team. You will find a support form in the administration area. If you have not registered with us yet, please use the contact form on our website. If necessary, you can also arrange a consultation or training session through our support team.