If your template variables are not populating as expected, there are a few common reasons why this may happen. Follow the steps below to identify and resolve the issue.
Step 1: Check If the Profile Contains the Variable
Start by verifying that the guest or contact profile actually has the variable you are trying to use in the template.
- Open the profile, go to Details and look for the specific field linked to the variable
- If the field is empty or missing, the variable will have nothing to pull from and will not populate
Step 2: Check for Whitespaces in the Profile Field
If the profile does have the variable but it is still not populating, check whether there are any unintended whitespaces in the field value.
- A space before or after the value can sometimes prevent the variable from being read correctly
- Remove any leading or trailing whitespaces and try again
Step 3: Remove Any Empty Spaces Within the Variable Name
Spaces within a variable name are not allowed and will prevent it from working correctly.
- Check the variable name for any spaces between words
- If spaces are found, remove them or replace them with underscores
Example:
❌ first name
✅ first_name
Step 4: Check for Invalid Symbols in the Variable Name
Variable names should only contain underscores as special characters. Using other symbols can cause the variable to break or not populate.
- Avoid using slashes ( / \ ) in variable names as these are known to cause issues
- Replace any slashes or unsupported symbols with underscores ( _ )
Example:
❌ first/name
✅ first_name
Step 5: Check If the Variable Is Valid
Make sure the variable you are using is a recognised and supported variable within the system.
- Using an unsupported or incorrect variable name will result in it not populating
- Speak to Support team to confirm the variable name is correct
Still Not Working?
If you have gone through all the steps above and the variable is still not populating, please reach out to your support team with the following details:
- The template name
- The variable name being used
- A screenshot of the profile field and the template
This will help the team investigate the issue further.