topic Re: Tracking emails now says 'untracked' in Sales Email

Tracking emails now says 'untracked'

ARodd — Mon, 26 Jun 2023 11:45:20 GMT

Hi,

I have used email tracking for years via Hubspot. In the past few days it's started saying 'untracked' for every single email. I am logged in as normal.

Any ideas why this might be?

Thanks

Re: Tracking emails now says 'untracked'

franksteiner79 — Mon, 26 Jun 2023 12:11:04 GMT

Hi @ARodd

Just to confirm, we are talking about marketing emails, correct?

Depending on if this relates to marketing or CRM/sales emails, there are different reasons and ways to troubleshoot.

Can you share a screenshot of what you are seeing?

Thanks

Frank

Re: Tracking emails now says 'untracked'

ARodd — Mon, 26 Jun 2023 12:14:35 GMT

Hi,

No sorry - it's just standard emails. this is what I can see:

The status says 'untracked' for every email since last week. It used to tell me if they had been opened or otherwise just say 'tracked'. It's never said 'untracked' before.

Thank you!

Re: Tracking emails now says 'untracked'

franksteiner79 — Mon, 26 Jun 2023 12:23:29 GMT

Got you @ARodd

How are those emails being sent, manually from within HubSpot or via an email client?

Have you checked your HubSpot Sales Extension Settings?

I am using Chrome and I noticed that sometimes when you have to reconnect the old settings are being cleared.

Frank

Re: Tracking emails now says 'untracked'

ARodd — Mon, 26 Jun 2023 14:38:18 GMT

Yep I am using chrome - and it's via Gmail that I'm using it. I have reconnected but it hasn't helped, unfortunately. I have just tried toggling them on and off to see if the helps!

Thank you for your assistance though!

Re: Tracking emails now says 'untracked'

NKieran6 — Tue, 27 Jun 2023 08:20:39 GMT

Hi all - I've come onto the community this morning as I have two clients that are seeing some odd things in the sales extensions for 1-1 emails.

1st client - The last couple of weeks one salesperson couldn't choose to log or track despite it working previously and nothing changing. Despite re-installing the extension, and changing the settings its logging everything even though the default log and track isn't on. Yet it works ok for a person in the same organisation. This is the gmail extension.

I also have another client who's email is adding contacts to HubSpot despite the settings being off. This is Outlook.

Anyone else seeing this?

Re: Tracking emails now says 'untracked'

ARodd — Wed, 28 Jun 2023 07:45:34 GMT

They have randomly just started working again. I guess it was a glitch!

Thanks for your support 🙂

Ali

Re: Tracking emails now says 'untracked'

NT_ — Thu, 30 Nov 2023 14:05:39 GMT

Hey,
One of my team members have the same problem, and his HubSpot Sales Extension settings are the same as shown in your picture. Is there anything we can do?

Re: Tracking emails now says 'untracked'

ARodd — Thu, 30 Nov 2023 14:08:42 GMT

I'm sorry I can't help you. They just randomly started working again after a few weeks. Very odd.

Hope you can resolve it soon!

Re: Tracking emails now says 'untracked'

vasylskyrocket — Tue, 19 Dec 2023 17:48:02 GMT

Same issue, setting are correct and tracking, but the email status is untracked. How to fix?

Re: Tracking emails now says 'untracked'

AZarubin — Mon, 09 Dec 2024 09:22:02 GMT

I have exact same issue. I create draft emails, check to track them but it says "untrackend" in gmail