Frequently Asked Questions - Troubleshooting

Frequently Asked Questions - Troubleshooting

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What do I do if I cannot access the Fishbowl website?
What do I do if my name and password are not working?
How do I add more store locations?
How do I change the address of one of my locations?
Why can't my guest see one of my emails?
Why are some of my guests not getting my emails?
Why, when I print one of my emails, certain images are not printing?
What if I don't have a logo?
Can I change my default design template?
Can I resend an email?
What if I click the Approve and Send button but still need to make edits to an email?
What happens if I exit out of Fishbowl in the middle of creating an email?

Q: What do I do if I cannot access the Fishbowl website?
A: If you cannot view any websites, your Internet connection may be temporarily down. Try logging back on later. If the problem persists, contact your Internet Service Provider.

Q: What do I do if my name and password are not working?
A: Consult our welcome email or letter from your welcome kit and check that you are entering you're the correct username and password. If you remember your username, try the Forgot Password link on the login page. If you typed them in correctly and they are still not working, please contact Fishbowl Customer Service at customerservice@FishbowlLocal.com or by calling 703-836-3421 x151.

Q: How do I add more store locations?
A: Click on My Account, choose Store Management, and finally click on the Add A Store link. Follow the instructions.

Q: How do I change the address of one of my locations?
A: Click on My Account, choose Store Management and then click on the appropriate store location. Edit as necessary and hit the Submit button.

Q: Why can't my guest see one of my emails?
A: There could be several reasons why your guest is unable to see your email properly:

Your guest may be offline or not connected to the Internet. To be able to view your email properly, s/he needs to be online.
If your guest is on a network (perhaps using a work email address), s/he will need to contact the network administrator to see if they can receive emails with images.
If your guest is using AOL 9.0 to receive email, s/he must click on "Show images and enable graphic links", in the upper right hand corner, just above the email. If not, your guest should reply to your email requesting that s/he receive text-only emails.
If your guest is using Yahoo to receive email, s/he must uncheck the "Block HTML Graphics" feature in the Mail Options menu. Click the Mail Options link in the upper right area of the page. On the Mail Options page, click the General Preferences link under the Personalization column. Scroll to the Emails section and uncheck the box next to "Block HTML graphics in email emails from being downloaded."
If your guest is using Hotmail and wants to receive images automatically, s/he needs to change his/her mail display settings in order to receive graphics. Simply click on "Options" on the right upper part of your inbox, click on "Mail," and then click on "Mail Display Settings." Go down to "Display Internet Images" at the bottom and click on the box "Display images automatically."
Your guest's browser settings may be set to NOT show any pictures. In Internet Explorer, in the menu, go to "Tool", then "Internet Options" and choose the tab "Advanced." Scroll down till you see "Multimedia" and be sure "Show pictures" is checked.

Q: Why are some of my guests not getting my emails?
A: Have your guest check the "Bulk email folder" or "Spam folder" and designate that you are a safe sender. If your guest is receiving your email at a work email address, it may be that the guest's employer blocks certain emails. In that case, we suggest that your guest use a personal email address.

Q: Why, when I print one of my emails, certain images are not printing?
A: Your browser settings may not be set to print background colors or graphics. In Internet Explorer's menu, go to "Tool", then "Internet Options" and choose the tab "Advanced." Scroll down till you see "Printing" and be sure "Print background colors and graphics" is checked.

Q: What if I don't have a logo?

A: You can easily create one by incorporating a unique and distinctive element from your other marketing materials along with your restaurant name. If you don't have a logo in electronic format, simply give your Local Marketing Partner a paper and we'll be happy to scan it and upload it to your account.

Q: Can I change my default design template?

A: Yes, your default design is just that - a default. You can change this template for any email that you send out. In every way that you may start an email, you are given the chance to select a different design to suit the email.

Q: Can I resend an email?

A: Click on Emails and select Edit Emails. Scroll down to find the email that you want to resend under the Sent Emails section. Click the Resend icon for that email, and enter the member's email address. Hit Send to resend the email to the specified member.

Q: What if I click the Approve and Send button but still need to make edits to an email?

A: You can recall or stop an email up to 4 hours before it is scheduled to be sent. Go to the Report tab, select the Pending/Sent Emails link, and click on the Recall link next to the email that you wish to edit. Make the desired edits and then click the Approve and Send button to reschedule that email.

Q: What happens if I exit out of Fishbowl in the middle of creating an email?

A: Your email will be automatically saved. To return to that email, click on Emails, select Edit Emails, and find your email in the Drafts section. Click on the Edit link next to your incomplete email. You may then finish your email and schedule it to send.