FAQ
Click a question to expand its answer.
Why is my campaign stuck on Recalls Processing?
This step only happens for Recall Client Acquisition campaigns (see Campaign Types) — it's checking the campaign's vehicles for open recalls. That check runs as part of scheduled, automated processing rather than instantly, so it can take up to a day to move to the next status. If it's been much longer than that, flag it to support.
How long does Polk verification take?
About 15 minutes. It's safe to navigate away and come back — results are reflected automatically.
What does the suppression count mean?
It's how many previous campaigns' customers get excluded from a mailer or export — people who already came in for service recently, so they don't get a mailer they don't need. 0 means no suppression, 999 means suppress against every previous campaign. You'll see this in the Dashboard's edit window, the New Campaign export step, and Quick Export.
Why don't I see my dealership's campaign?
The Dashboard only shows campaigns from the last 90 days. If a campaign isn't showing up, it probably just started earlier than that — it hasn't been deleted or lost, it's simply outside the 90-day list. See the Dashboard page for more.
Can I edit a campaign after mailers have started going out?
Yes — the edit window isn't locked based on status. Keep in mind changes only apply going forward though; they won't undo or resend a mailer that's already gone out.
What's a campaign code and where do I find it?
It's the unique code shown in the Dashboard's Code column (and again after creating a campaign in New Campaign). Add it to a file's name before uploading, and the file gets linked to that campaign automatically. See Using the campaign code for the full steps.
How do I attach a file to a campaign after it's created?
Three ways: include the campaign's code in the file name when you upload it (auto-attaches — see above), use the Update tab if the campaign is less than 3 months old, or use the Source Files tab in the Dashboard's edit window for any campaign regardless of age.
What's the difference between New Campaign, Update, and Quick Export?
New Campaign creates a brand-new campaign in the system from scratch. Update only links source files to a campaign that already exists — it doesn't change dates, type, or other details. Quick Export doesn't create or touch any campaign at all — it just generates a mailing list for a dealership on the spot.
Why can't I select "In Database" when downloading repair orders?
That report type isn't available for dealerships whose data source is uNotifi — it'll show as greyed out with a "Not available for uNotifi" label. Use Mail Campaigns instead for those dealerships. See Download ROs.
Why did my campaign skip straight from Pending RO Suppression to Complete instead of showing "1st Mailer Sent," "2nd Mailer Sent," etc.?
Each Mailer Sent status corresponds to one scheduled mail date. If the campaign only had one mail date set up, it only ever needs one mailer — so it goes straight from that single send to Complete. See Campaign Mail Dates for how the mail date list drives this.
Can I use the Update tab for a campaign older than 3 months?
No — Update's campaign list only shows campaigns from the last 3 months. For older campaigns, link files through the Dashboard's edit window instead, which isn't limited that way.
Can I search the Dashboard by campaign code, make, or status instead of dealership name?
No — the search box only matches dealership name. See Searching for a campaign.
What does the percentage next to dealership search results mean?
It's a match score — how closely that result matches what you typed, not a rating of the dealership. Green (90%+) means a strong match. Yellow (70–89%) means a partial match worth double-checking. Gray (below 70%) means a weak match — if every result is gray, the dealership name is probably misspelled or entered differently in the system. See Dealership search results for more.