Things to Know
Agent Troubleshooting
How do I reset my password?
Go to Settings > My Profile on the left side of your screen.
Select Change Password on the right side to update your login credentials.
What if I didn’t receive a welcome email?
After registration, you’ll receive a login verification code via email to access your account.
If you don’t see it, check your spam or junk folder.
If it’s still missing, contact ronsupport@azella.io to verify your registration.
My emails aren’t sending. Why is my campaign stuck in draft or pending?
If a campaign remains in draft or pending, confirm the following:
- The campaign has an assigned contact list and sender email.
- All required fields (subject, content, and schedule) are completed.
- Your email domain is properly verified in Settings > Email Services.
Once those are in place, save and re-activate your campaign.
My emails are going to clients’ spam folders. How do I improve deliverability?
To help ensure your emails reach the inbox:
- Use your verified domain email address (not a free Gmail/Yahoo account).
- Avoid excessive links, images, or “salesy” language in your subject lines.
- Maintain healthy contact lists — remove bounced or inactive emails.
- Gradually build sending volume when using new domains (“warming up” period).
The images or links in my email template aren’t displaying properly.
If images or links aren’t appearing:
- Double-check that images are hosted properly and not blocked by firewalls.
- Ensure URLs start with https://
- Reinsert the image or hyperlink within the template and save changes.
- Preview your email before sending to confirm formatting displays correctly on desktop and mobile.
My contact import failed. What went wrong?
Common causes include:
- Incorrect file type (must be .CSV).
- Missing required fields (like name or email).
- Duplicates or formatting errors (extra spaces, commas, or symbols).
Try cleaning your list and re-uploading it using Contacts > Import.
Some of my imported contacts are missing tags or data.
This usually happens when the column headers in your file don’t match system fields.
Before import, double-check that each header (e.g., First Name, Email, Tag) aligns with the field mapping options shown during upload.
How do I update a contact’s information once it’s in the system?
Go to Contacts > All Contacts, search for the contact, and click Edit.
You can update any field — including tags, notes, email, or phone — and changes will automatically reflect across your workflows and campaigns.
Why are some of my emails marked “undeliverable” or not showing in a campaign?
Emails are marked “undeliverable” when:
- The address no longer exists or has been mistyped.
- The recipient’s server blocked the message.
- The contact previously unsubscribed or bounced.
Review your Delivery Report for details, and remove invalid emails from your list to protect sender reputation.
My R.O.N. calendar isn’t syncing with Google/Outlook.
Go to Settings > My Profile > Calendar Settings > Connections to verify your account permissions.
If your sync fails, disconnect and reconnect the calendar, then refresh your browser.
Why isn’t a lead moving to the next pipeline stage?
This may occur if:
- The automated workflow trigger wasn’t set for that stage.
- Required actions (like sending an email or updating a tag) haven’t completed.
Check your Pipelines > Automations to ensure the correct triggers are assigned to each stage.
How do I schedule a 1:1 support session?
Use the Contact Form in your R.O.N. portal to request a session.
A member of the support team will follow up to schedule a time that fits your availability.
Who do I contact for technical support vs. strategy help?
Technical Support: For login, campaign setup, contact imports, or troubleshooting system errors — email ronsupport@azella.io
Strategy Support: For help improving workflows, campaign effectiveness, or marketing content — contact your Ideal Producers Group consultant or schedule a strategy session through the portal.
