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Marketing emails and email templates no longer editable after the latest service update

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Posted on by Chris Ka

Hi Community,

Today we are facing a very big issue on all environments, including Prod!

We know that a marketing service update has been installed on all environments in the last few days.

Since then, it is not possible to edit an older email (not live) or an existing email template. New emails or email templates can be edited.

We use custom HTML code in our emails and it seems that this is the problem. We haven't had any issues with service updates in the past.

Does anyone have the same problem or does anyone have a recommendation?

A Prio 1 ticket is open, but with no helpful response so far....

Regards,

Chris

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Nya 29,060 on at

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Hi,

I haven't encountered this problem so far, and I don't know what is included in your custom HTML.

Also when you say you can't edit, do you mean you can't use the existing tools in the Designer panel to edit or the HTML itself can't be modified?

So I wonder if you can get access to the HTML code with the updated environment?

If can, have you tried to copy the code into a new blank email and find out if it can be edit?

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

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Community Member on at

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I have the same issue, while I am conducting the MB220 training today, the Real Time marketing channel email designer suddenly can not work to edit:

1. you can not drag any block elements from the tool, like text block, column block, image to email design area.(to be precise, I can drag out the block from the tools area, but disallowed to drop into the designer main area, there is also no little + signs appeared there as if it is read only.. but I am the admin and I have the right and the email is created by me, no access issue.)

2. you can not click and change any of the existing element in on the created email.

3. creating any new email will also disallow change in the designer area.

The issue persists till now from this morning where till yesterday. This issue is only happening in Realtime marketing, the Outbound Marketing email designer works as normal.

Other students access to the same environment remotely experienced the same issue.

Hope this help.

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SivaR 69 on at

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We’ve encountered the same issue. We usually create our marketing email templates using custom HTML, and everything has been working fine until recently. However, since the end of September 2025, we’ve been unable to copy any HTML code when creating a marketing email.

Could you please advise how to fix this?
Thank you,
Siva

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MyloKaye 10 on at

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I have the same issue. When using custom HTML, sometimes forms / pages don’t update, or revert back to the original code. Quite annoying.

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