Email not branding during testing on iPhone

Email not branding during testing on iPhone

Problem

Are you sending test emails from your Black Pearl Mail branded company email to a personal email account on your iPhone or in certain apps, and finding that the emails don't appear to be branded? If so, we can most likely shed some light on this issue. 

Scenario

  1. You are using an iPhone.
  2. You have your business email and your personal email account setup on the same iPhone in the Apple Mail app.
  3. You are sending emails from your business emails to your personal email on the iPhone.
  4. When viewing the emails on your iPhone, they don't appear to be branded. 

Why is this happening?

When you have both your company email and your personal email (or any other email account for that matter) setup in the Apple Mail app on your iPhone, and you send a test email from your company email to your personal email, and then look at that email from the personal email on the same phone, what your actually viewing (what Apple is displaying) is the email from the sent items from your company email. Because we brand emails after they have left your mailbox, none of your sent items will have been branded, therefor the email appears to be unbranded. Why Apple does this we are not completely sure, but we suspect this is something that Apple does to save on data, as it can pull the email from your phone, rather than the cloud.

How do I stop it?

This is the default behaviour for Apple Mail in the given scenario. However, it's important to understand that this will only be a problem for you when you view the email on your phone, everyone else who receives your email (including iPhone users) will see the branding. To prove this, you can log into your personal email from another device (such as through the web app on your laptop/PC), locate the exact same email, and you should see that it is branded. If this scenario does not match your issue, please contact support@blackpearlmail.com for further assistance.

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