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Email Formatting

Posted: January 19, 2018 at 8:24 am

Jane Baillie

January 19, 2018 at 8:24 am

Hello! My client is experiencing several issue with their confirmation emails that are going out to the event registrants.

See the follwoing image for example:

This is what the outlook email looks like:
Here is the code:
And here is what it looks like in the preview:

Can anyone shed some light on the anomalies??
Not the html code rendering and some words have spaces within them?

Any help would be appreciated as out client is getting frustrated 🙂

  • This topic was modified 3 years, 8 months ago by  Josh. Reason: de-hotlinked image urls


  • Support Staff

January 19, 2018 at 12:15 pm

Hi there,

Outlook might be having trouble with the supplied dummy content. If you add a testing event, then register for that event does Outlook also have trouble with that email?

Generally speaking if you find there’s some html within the default template that’s not rendered correctly in a particular version of Outlook, that html can be removed to ensure the messages are readable.

Jane Baillie

January 22, 2018 at 2:17 am

Hi Josh. This is an email that has been live for a few years. The formatting has never really worked well to be honest but recently the client went in and changed some of the text and now it is displaying bizarrely. I have made sure there are no embedded characters from a copy and paste from WORD (for example). It seems to help a bit if a remove whitespace and linebreaks from the editor, but this is not ideal. Does any of this shine some light on what the issue may be?


  • Support Staff

January 22, 2018 at 11:07 am

You could try copying and pasting the text into notepad which will remove any hidden formatting from Word or the like, then copy and paste from notepad into the Message template editor.

Jane Baillie

January 23, 2018 at 2:19 am

Thanks Josh I already tried that. No change.


  • Support Staff

January 23, 2018 at 8:35 am

If you start a new custom template and use the default content, does it have the same issues with spacing?

Jane Baillie

February 5, 2018 at 3:23 am

Thank you Josh. I just tried that and it seem to do the trick! Why would editing the content of the default message have such an undesired effect?


  • Support Staff

February 5, 2018 at 4:33 am

Outlook is very unforgiving for any incorrectly formatted HTML within the emails, if it finds a section it can’t parse it will generally just output the email as text (like in your screenshots).

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