Siteground display issues

[user107764]

Good morning everyone. My name is Lorri and I am new here. Created my first email for a bbq truck that I do social media for. I am having a massive issue - I have contacted support and spent literally 3 hours on the phone yesterday - 2 with one person and got cut off with no call back and 1 with another with no solution. I was told create another email and try again.

So when I create an email I send a test to myself at a gmail account and a website account that hosted by Siteground. Gmail is fine but website isn't optimized and when viewed on mobile it is the original desktop version and you have to scroll left and right. We changed sizes yesterday, we changed everything. I am now at the point that I have created an email with just a logo and I have filled in the inner background so look like a banner - I did not put anything else in the newsletter - I sent this to myself and the same happens. So it is not the text size. 

I have just received two newsletters from breweries local to the bbq truck just to monitor what they look like - they are fine on my mobile when viewing my website email. I see at the bottom no Constant Contact so I am sure they are using another service. So My question is...is this a CC issue that I cannot change and they don't optimize for mobile on all emails or is there a setting that I have to turn on. 

If anyone wants my email to send a test email to me if you think that would help....

If this is a CC issue then I need to use a different email service. I am hoping that is not the case. Tech didn't help at all and after my two phone calls there was no follow up email so if I call again I have to explain again what is happening and it takes a while for them to understand. I have gone through the person who was before me...her newsletters and it's the same issue. It's terrible

[William_A]

Hello @user107764 ,

It looks like you posted in our Welcome To Community thread, however your post is Questions & Discussions (AKA general support) focused, so I'll be moving it to the appropriate board. 

Just to clarify, you're using a 3rd party site (Siteground?) to view your Gmail inbox? If so, we can't really control how that chooses to work within Gmail's systems. When I test sent your emails, I was not able to recreate what you described. I can confirm the email looks and functions as expected, without left and right scrolling, in the native Gmail desktop site, mobile site, and mobile app formats. This would indicate the email would look and function as expected for your regular customer base as well, since the vast, vast majority of emails are opened in either Gmail or Apple email programs. 

If this is only happening when viewing your emails after they're being reformatted / redisplayed in a 3rd party site that, as you said, isn't optimized, then you may want to reach out to their support. They may be able to offer more insight on whether the issue is just a specific setting, or if it's something they need to correct on their end.

See also:

Display Issues – Why does my email look different when received?

[user107764]

No - that is not what I am saying. When I email myself 2 places -  and  - I can see fine when I open my gmail account on my iphone. But when I open my other email ... it is not optimized and instead when I open it on my phone I am viewing the visual I would see on a desktop - nothing has been cropped to allow me to see on mobile. 

At my email ... I am able to view other newsletters that have been sent by other breweries and they optimize just fine - so it seems that the issue is on CC side and they do not optimize for all servers. Note that my server is Siteground that I don't think that matters but the newsletter also went to my bosses account who is not Siteground but does have a business email - it viewed the same for him. 

Is there someone I can email and show a video to? I even created a new newsletter and just did the top logo - that still comes through as unoptimized - so looks like CC doesn't optimize for all

[William_A]

Please do not post potentially sensitive account and/or contact details in our public forum.

We're not able to recreate the issue when viewing the emails directly through the Gmail programs. I also tested it in a couple other email programs I have access to on my personal devices, and I still cannot recreate the issue. This would indicate that there is some setting on your side, or something is preventing the email from switching to mobile display.

When you're viewing the email in mobile view, has it properly stacked everything into a single column? Or is the site / app you're using trying to display the desktop version of the email on your phone?

[user107764]

When I am viewing the email on gmail it is fine. When I am viewing in the lorri@... from my phone...no app It appears exactly like the desktop version so it appears first the top left of the email and then to see the other side I have to scroll right and down and so on. If it is my email why am I able to view other newsletters that are sent from people who don't use CC - if their formats why don't mine coming from CC - video attached. If the problem were my email account I would not be able to view other newsletters sent by others - this has not happened with any other emails I have received - only the ones sent by CC - wouldn't that lead you to believe the issue is CC given it has not happened once with anything else. Never have I had to scroll on anything I have received before. 

[William_A]

What app are you using to view the email? Based on what you're showing, the app is incorrectly reading the mobile coding, and not properly converting the email to a mobile view, like other email apps would. Have you reached out to the support for the app, to see if they'd have any further insight on why they're displaying the email in a desktop view?

[user107764]

I am not using an app and my boss is not using an app. We are both signing into our different website emails directly from our phones on safari. No apps are being used. Different website hosts. If I reach out and ask they will ask has it happened with anything else..the answer is no - only CC newsletters. Not with any other newsletters or emails. Hmmm well the issue seems to be CC doesn't optimize for all platforms - contact them.

[user107764]

My concern isn't that I can't see it well it is that when I send to my 4k email subscribers some of them will have to scroll left and right - that isn't good - again I have received newsletters from people using not constant contact and they are fine so does not seem my email is the issue it seems it is CC issue