Frequently asked questions (FAQ)

This FAQ section is designed to help you quickly find answers to the most common questions about integrating and using the Topol Plugin. To make navigation easier, we’ve organized all topics into several categories, covering billing, storage, configuration, troubleshooting, and general support. Simply expand any category below to explore the related questions and answers.

Billing & Usage Limits

Why did you block my storage?

Please note that this can only happen to users who are not utilizing the Custom cloud storage or Self-hosted storage feature, as we do not monitor data traffic that does not occur within our data storage.

If your total data traffic for the previous month exceeds 50GB, which is available to all our users, we will send you a link for direct payment of the data traffic overage fee. The calculation of this fee is explained here. You always have approximately two weeks to make the payment, and you will be notified multiple times via email, as well as by a banner displayed in your Topol account.

If you fail to make the payment within this timeframe, our system will temporarily lock your access to data storage until the fee is paid. Consequently, all images within your templates will not load. If this occurs, we encourage you to contact our support team, who will resolve this issue for you. Once the fee is paid, your storage will automatically become available.

To monitor your monthly data usage, we recommend checking the statistics in your Topol account regularly.

Why did I exceed 50GB of data traffic with just a few email sends?

The main point to understand is that our data traffic calculation isn’t based on the number of emails you send, but on how many times the images inside those emails are opened and the total size of those images.

Here’s how it works: whenever someone opens one of your emails, all the images in that email are downloaded from our servers so they can display correctly. Each of those image downloads counts toward your data usage. So, if an email contains several large images and it’s opened many times by your recipients, the data traffic can add up quickly, even if you’ve only sent a few campaigns.

In short, your data usage reflects the total amount of image data viewed by your audience, not the number of emails sent. To reduce future usage, consider optimizing your images, as smaller file sizes can have a significant impact on your monthly data traffic.

How do you count Plugin users?

Users are counted based on the number of unique userId values detected within a billing cycle. When multiple users share a single userId, they are counted as one. A single team member logging in multiple times throughout the month with the same userId is counted only once. In collaborative environments, each individual must have a distinct userId to be counted separately, as images and files used in the template are linked to the userId and will not be accessible to other users.

Storage & Data Management

How can I separate storage for every user?

To separate storage for every user, you must provide a unique userId when initializing each instance of the Topol Plugin. The userId is defined in the TOPOL_OPTIONS configuration object, and it determines where uploaded images are stored.

Each userId automatically creates its own dedicated storage bucket the first time it is used. All images uploaded under that userId are stored in that bucket and are visible only to that specific user. If multiple Plugin instances share the same userId, they will also share the same bucket, which results in mixed or shared images.

To prevent this, make sure each client receives a unique, dynamically generated userId. You can use any stable identifier from your system, such as an internal user ID, company name, account ID, or subdomain, as long as it is unique per user or organization. This ensures complete separation of image storage and privacy for all users.

Where is my data stored? Can I use my own storage?

We utilize Google Cloud Storage to host your data. However, you also have the option to host your data independently. Currently, we support Amazon AWS S3, Google Cloud Storage, and Cloudflare R2 for custom storage, as well as fully self-hosted storage. Learn more about it here.

Does the Plugin store my templates?

No. The Plugin never stores your templates unless you choose to store them inside your own infrastructure. All templates (JSON and HTML) must be saved by your system via the onSave callback. The Plugin only stores images uploaded through the File Manager unless you use your own storage solution.

Can you create a backup of my data in Topol storage?

Yes, upon request, we can download all your data stored in our storage and send it to you free of charge via standard file-sharing services.

Can you recover images deleted from the File Manager?

If you accidentally delete images from the File Manager and you are using Topol’s default storage (no Custom cloud storage or Self-hosted storage), we can usually help you recover them. Deleted files can be restored from our Google Cloud Storage if you contact our support team within 7 days of the deletion.

After this 7-day period, recovery is no longer guaranteed, as the files may be permanently removed from our backup. If you are using your own custom cloud storage or a self-hosted storage solution, we cannot restore deleted images on your behalf, and recovery depends entirely on your own backup and retention settings.

Integration & Configuration

Can I disable or hide specific tools or blocks?

Yes. Most features of the editor (including specific blocks) can be disabled in the initialization config. This allows you to build a simplified or restricted editor experience for your end-users.

What are the minimum dimensions the Editor can run at?

Because the editor runs inside an iframe, you can embed it anywhere you like. It is optimized for a minimum width of 1050px and height of 850px. Additionally, you can take advantage of a full-screen button. This can help address some integration issues when the iframe is placed in smaller, narrower spaces.

Can I load premade Topol templates to my Plugin?

Yes, you can utilize our API calls to load our premade templates into your editor, where they can be further edited and used by your end-users. Please visit this page in our documentation to learn more.

Can I use Topol Plugin in a local development environment?

Yes, you can use Topol Plugin while developing locally, as long as your development environment can reach the required Topol domains and resources over the network. The Plugin is loaded from external sources, so your browser must be able to access these domains even if your application runs on localhost.

If the Plugin does not load locally, check for ad blockers, VPNs, proxies, or firewall rules that might block external scripts or iframes. You can also refer to the allowed domains documentation and ensure that these domains are permitted in your local network configuration.

Can I localize the Plugin interface for my users?

The Plugin can be localized by setting the desired language in the configuration when you initialize it. Your application decides which language to use, for example based on the user’s profile or browser settings, and then passes this language code into the Plugin options. If no language is specified, the Plugin uses English as the default.

When you change the language configuration, the interface texts inside the editor will switch accordingly, while your own surrounding application UI remains under your control. This allows you to deliver a consistent localized experience across your product.

Does the Plugin handle any of my recipients’ data?

No. Topol Plugin is focused on email content creation only and does not need access to your recipients’ data. It does not handle contact lists, sending schedules, campaign statistics, or any other mailing data. All information about who you send emails to remains entirely within your own systems or your email service provider. The Plugin only works with template content and the assets used inside those templates.

Troubleshooting & Errors

Why is your platform URL suddenly invalid?

In this case, you most probably get an ERR_SSL_PROTOCOL_ERROR message. To fix this, we recommend clearing your browser cache and cookies. If you are using Chrome, go to Settings, then Privacy and Security > Clear Browsing Data. Select Cookies and Cache, and then click Clear Data. You might also try accessing our page using a different browser or in incognito mode. Additionally, consider disabling your VPN, proxy, or custom DNS settings, as well as your antivirus or firewall, since these features may also affect this issue.

Why is the Plugin not loading in my environment?

If the Plugin is not loading at all, the most common cause is that your network or firewall is blocking access to essential Topol resources. The Plugin must be able to communicate with several domains to load the editor, assets, and API services. When these domains are restricted, the iframe cannot initialize and the editor remains blank or stuck in a loading state.

To resolve this issue, please ensure that your network allows access to all required Topol domains. You can find the complete list in our documentation here.

Once these domains are whitelisted in your firewall, proxy, VPN, or security software, the Plugin should load correctly.

If the issue persists after updating your network rules, we recommend checking the browser console for any blocked requests or contacting your internal IT team for further assistance. Our support team is also available to help diagnose loading issues.

Why are images not loading in the editor or File Manager?

If images are not loading in the editor or File Manager, it is usually related to storage configuration or access. First, verify that the userId used in the Plugin initialization matches the user who uploaded the images, because storage buckets are linked to specific userId values. If the userId changes, the Plugin will point to a different bucket where the previous files are not available.

If you use custom or self-hosted storage, check that your storage credentials are correct, that the bucket or container exists, and that read and write permissions are properly configured. Misconfigured CORS or blocked requests on your storage can also prevent images from loading in the editor.

Why are images missing or broken in the exported HTML or final emails?

If images appear correctly in the editor but not in the exported HTML or in final emails, it is usually because the image URLs are not publicly accessible. Email clients must be able to load images directly from the URL without any authentication, VPN, or internal-only access. If the storage location is private or requires login, the images will not display in recipients’ inboxes.

To fix this, ensure that image URLs used in templates are hosted on publicly accessible storage or a CDN. If you are using custom storage, double-check that public read access or valid signed URLs are configured for the assets referenced in your emails.

Support

When is Topol support available and how can I contact you?

Our support team is available on weekdays from 9:00 AM to 5:00 PM (Prague time). We do not provide 24/7 support, so responses outside these hours may be delayed until the next business day.

We also do not offer live chat support. Instead, please leave us a message through the chat widget on the Topol website or send us an email at support@topol.io with as much detail as possible about your issue. We will review your request and respond as soon as we can during our support hours.