Good day,
When we receive some of our mailers and view them on our desktop many of our Shop Now buttons are missing their full border. It sometimes gets cut off on the top or bottom or sides. This is not the case when viewing on mobile. Please see image attached of the bottom of the Shop Now block not showing up.
Why would this happen? How do we prevent this from happening?
Many thanks
Best answer by Byrne C
Hi
Is this happening in a specific inbox (like Outlook, Gmail, Apple Mail, ect)? In general, inboxes all render emails in different ways, and there’s a chance that the inbox that you’re viewing this email in is rendering our HTML incorrectly. When Klaviyo sends an email to an inbox, it sends over the HTML that determines how the inbox will look, and then the inbox does have some freedom in how they render it.
That being said, I’m happy to look further into why this may be happening and see if there are any steps we can take to make this less likely to happen in the future! Would you mind sending over a couple screenshots? One screenshot of how the button should look on desktop, and one of the style settings you have for the button (border, padding, ect)? That will help me determine why this may be happening.
+27Hi
Is this happening in a specific inbox (like Outlook, Gmail, Apple Mail, ect)? In general, inboxes all render emails in different ways, and there’s a chance that the inbox that you’re viewing this email in is rendering our HTML incorrectly. When Klaviyo sends an email to an inbox, it sends over the HTML that determines how the inbox will look, and then the inbox does have some freedom in how they render it.
That being said, I’m happy to look further into why this may be happening and see if there are any steps we can take to make this less likely to happen in the future! Would you mind sending over a couple screenshots? One screenshot of how the button should look on desktop, and one of the style settings you have for the button (border, padding, ect)? That will help me determine why this may be happening.
+8Hi
Thank you both so much for the response. We have checked the padding (thank you for that suggestion) and the cut off of the button is happening when there is no padding and when there is padding which is odd.
The mailers are being looked at on Outlook on both the new and old version and it is happening on both. This never seems to happen on mobile though.
Please see screen shot attached of the button displaying full and the button missing part of the border.
A button is being used and not an image.
Many thanks
+27Hi
Thanks so much for the screenshots - that does help. Are you noticing this issue on non-Outlook inboxes? Outlook (especially the old version) is notorious for incorrectly reading the HTML of emails and rendering them strangely.
Does the cut-off bottom happen when there’s a large amount of padding? I know you mentioned it happens when there’s padding, but just wanted to know if it overrides all padding regardless of the amount, or if it overrides a set amount of padding. I’d recommend reaching out to our support team at Klaviyo.com/support, where a member of our team can clone your email template and isolate the reason why this may be happening - it’s a bit tricky to provide an answer with 100% confidence if I’m not actually working in the email myself. That being said, happy to provide any more general guidance!
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