Unable to create new email template

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Søren Nielsen

Posted on 30/10/2025 10:11:11

Hi.
When trying to create a new email tamplate, under Email > Email Templates, I fill out all the fields needed.
But when pressing Save and close, the template does not show up in the email template list.
Furthermore, I don't receive an error message indicating if I did anything wrong.
Looking for an error in the Insights menu also does not indicate what is going on.

So, what can I do to figure out why I am unable to create a new Email Template?

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Im am using DW10.18.13

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Kristian Kirkholt

Posted on 05/11/2025 13:46:57

Hi Søren

I think we’ll need to take a closer look at the site to identify the issue.

Could you please create a support ticket and include the website URL?

Kind regards,
Kristian K

Søren Nielsen

Posted on 05/11/2025 13:48:35

Yes I can do that.
Should I just write care@dynamicweb.dk ?

Kristian Kirkholt

Posted on 05/11/2025 13:58:55

Hi Søren

Yes that is correct.

Søren Nielsen

Posted on 05/11/2025 14:19:20

Hi again Kristian.

I have sent a support ticket and got auto-reply back with ticket number.
But what username and password do I use to log into the support portal?

When trying with the email i sent the support email from I get a message saying:
"The email and password you entered does not match"

Søren Nielsen

Posted on 05/11/2025 14:24:21

When trying the reset my password to the support portal, I receive this message:
"You are not authorised to access this portal. Kindly contact your helpdesk administrator."

Is this intended?

Kristian Kirkholt

Posted on 05/11/2025 14:30:32

Hi Søren

I’ve sent you an activation email so you can access the Helpdesk.
Please let me know in a ticket if any other employees need access.

BTW The problem email template can be solved with an version ring update

Kind Regards
Kristian Kirkholt

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Unable to create new email template

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