If you see an error message or your changes aren't saving in the Email Builder, your internet connection may be unstable. Email Builder requires a stable connection to auto-save your work and enable real-time collaboration with team members.
What You'll See
Connection issues in Email Builder display as:
- A grey "Connecting..." message
- Changes not saving automatically
- An error message prompting you to refresh the page
Fix Connection Issues
Quick fix:
- Refresh your Email Builder page (press F5 or click the browser refresh button)
- Wait for the connection to re-establish
- Verify your changes saved by checking the last modified timestamp
Other common causes and solutions:
VPNs, ad-blockers, and browser extensions
- Disable VPNs while working in Email Builder
- Turn off ad-blocking extensions (uBlock Origin, AdBlock Plus, etc.)
- Disable browser extensions that modify web content
- If you cannot disable these programs, ask your IT team to verify that ContactMonkey's trusted URLs are whitelisted
Network connection
- Use a wired ethernet connection instead of wifi
- Close unnecessary browser tabs and applications
- Contact your IT team to check your network stability
- Ensure your firewall isn't blocking ContactMonkey's cloud services
Computer sleep mode
- Always save your work before leaving your computer idle
- When your computer goes to sleep, it severs the connection to ContactMonkey's servers
- Adjust your computer's sleep settings if you take frequent breaks while designing emails
Why This Happens
The Email Builder auto-saves frequently to support real-time collaboration. When multiple team members edit the same template simultaneously, the system needs constant connection to sync everyone's changes. If your connection drops, the auto-save session ends and your edits may not be recorded.
Important: If you continue editing during a connection interruption, the system may roll back your changes to the last successfully saved version to prevent conflicts with other collaborators.
When to Contact Support
Contact ContactMonkey support if:
- Refreshing doesn't resolve the connection message
- You have a stable internet connection but still see saving errors
- Your changes consistently disappear after saving
- Multiple team members experience connection issues simultaneously
- You've disabled VPNs and extensions, but still can't connect