ARC Systems FAQ

ARC Access & Technical Support

Why am I receiving an error message when uploading in ARC?

First, confirm you are using Google Chrome for optimal performance. If issues persist:

Submit a ticket to National Support
1. Take a screenshot of the page, making sure the error message is visible and the current date/time is included.
2. Attach the asset you were trying to upload.
If an upload freezes, refresh the page and double-check whether the asset is saved correctly.

I have a new Editor/Publication Director/employee. How do I get them an email address and access to Arc?

Arc and email access are a packaged item that can be provided to your contracted team members. To request Arc and an email address, please use the following form to submit the required information about your new team member to get the onboarding process started:

New User Request Form

Note:

Fill out the desired title and choose the Arc role they will be functioning in for access.
A signed copy of the NDA will need to be uploaded for compliance.

Can you give a Publisher’s Assistant/Director access to multiple Publisher’s magazines?

As of right now, we are systematically unable to make an ARC user an assistant for a magazine if they are already an assistant for another magazine. Arc operates within certain constraints that impact the assignment of user roles with what they can view and access. Specifically, Arc is currently structured in a way that does not support the ability for one Arc user to serve as the assistant for multiple publishers simultaneously.

How do I remove a former employee's access?

To facilitate prompt removal of access, please contact the National Support team and provide the following details:

The name of the individual to be removed.
The specific date to disable email and Arc to be active.
If you need temporary access to their inbox, please state how long to leave it active.

Once access is removed, you will receive an email confirmation.

Can an employee have ARC access without Gmail access?

Unfortunately, to have ARC access, they also have to have the new email address set up to log in. Additional user access is $25 per month. Please use the following form to submit the required information about your new team member to get the onboarding process started:

New User Request Form

Accounts, Contacts & Ownership

Can I bulk-upload accounts in ARC?

No. ARC does not currently support bulk-uploading accounts. Each must be added individually.

Can I merge accounts?

ARC does not support merging accounts. To remove a duplicate:

Manually combine the info into one account.
Send the link of the old account to Support to have it removed.

How do I add a special date (birthday/anniversary) to my client’s account?

Navigate to: Account Details > Contacts Tab > Special Dates
To add Customer Love notes: Account Details > To-Dos

Can you make me the owner of this account?

Ownership transfers are allowed if:

The account ZIP code falls under your territory (or an open one).
There has been no recorded meeting/activity in ARC within the last 90 days.
There is no active client relationship with the current owner.

If all conditions are met, please submit a support ticket for ownership transfer.

Citylifestyle.com & Digital Listings

How do I change my availability on my calendar on my landing page?

The availability displayed on your calendar for prospects is synced directly with your Google Calendar associated with your City Lifestyle email. If canceling out events doesn't resolve your issue, please remember to consider any all-day events, as they can also block off your availability.

Can I set up an IP lookup for my landing page?

Unfortunately, we cannot set up individual IP lookups for publications on the citylifestyle.com website.

How do I change the URL for my client's digital listing?

This can be done internally by the National Support team! Please submit a ticket to make this request, including all information regarding your client.

Can you create a QR code to link to my online magazine?

We do not create QR codes that link to a digital or PDF version of the magazine or an article.

Please find the dimensions for digital assets below:

Logo: 500 x 500 pixels
Banner Image: 1155 pixels by 300 pixels

We suggest uploading a larger image to account for cropping.

Client Emails & Distribution Lists

What emails do my clients receive? Do they get ad deadline reminders?

ARC sends communications based on contact types:

Contact Type	Communication Received
Ad Production	Ad-related emails
Billing	Billing-related emails
Primary	Ad OR Billing (if no other contact exists)

To ensure a Primary contact receives Ad or Billing communication, assign them those roles directly. Read more here: How to Create a New Contact in an Account

How do I add or remove an email address from my distribution list?

To add:

In ARC, go to: Distribution > Email > Add Contact

To remove:

Search the email address under the same tab.
Under “Current Lists,” click the magazine title to remove it.

Gmail & Email Accounts

I am locked out of my email. Google has blocked the account, saying it was sending spam or there was fraud.

As a reminder, Google has strict guidelines on how emails are sent and uses automated processes to ensure compliance.

In February 2024, Gmail began enforcing several security-related requirements for messages sent to Gmail accounts. These requirements include proper authentication and domain records for the sending domain, secure transmission connections, a low spam rate for the sender, and proper email formatting and headers, as well as unsubscribe options for bulk emails.

It looks like a third-party email plugin was used, potentially suspending your account because it did not comply with Google's normal sending policy.

We encourage you to send any bulk email (even in small amounts) using the communication tool in Arc, as that ensures compliance with universal email-sending guidelines and will prevent your emails from being flagged as spam.

Can you create a generic email address for my publication and/or my team to use?

We can create a generic email for your publication. Please use the following form to submit the information to get the onboarding process started: New User Creation Request

I am an Editor of multiple magazines. Can each of my magazines be listed in my Gmail signature?

The magazines displayed in the signature sync from Arc automatically and will only show the magazines for your assigned publisher. If you would like to list magazines from another publisher, you will need to do this manually.

Publisher Tools & Materials

How do I order business cards?

Business cards can be ordered by the Publisher through the Training & Docs tab.

Navigate to Training & Docs > Business Cards to review and update the information for your or your team member’s card.
Once the details have been verified, go to Training & Docs > Order Material to place the order.

Please note: The cost of business cards will be deducted from the Publisher’s commission.

How do I access the AI Cold Calling Coach?

Click here to access to AI Cold Calling Coach tool: https://aicoach.citylifestylehq.com/

If this is your first time accessing the tool, you will need to click "Sign Up" and create an account.

Reporting, Sales & Business Score

Why aren’t my sales/TCV updated?

Contracts signed after your ad deadline will reflect in the next month’s TCV.

When do my renewals update my Business Score in ARC?

The Business Score reflects the percentage of revenue renewed over the past 3 months.

How do I download a list of current clients in CSV format?

To download a full client list:

Go to the Accounts tab in ARC.
Click Accounts at the top.
From the Accounts drop-down, select filters (Status: Customer, Stage, Industry, etc.).
Click the CSV icon in the upper-right corner.

To download a client list by month (from the Ad List Report):

Go to the Reporting tab.
Select Ad List.
Choose a Month/Year, then click Display.
Click the CSV icon to download.

Note: The Ad List report does not include emails.