topic Re: Email Tracking Not Working in HubSpot CRM in Tips, Tricks & Best Practices

Email Tracking Not Working in HubSpot CRM

DAnder — Mon, 16 Dec 2024 06:21:51 GMT

I'm facing an issue with email tracking on a website in HubSpot CRM. Even though I've connected my email account properly and enabled tracking, the system isn’t showing open or click activity for some emails. I’ve tried troubleshooting by disconnecting and reconnecting my email, and even testing with different email clients.
Help Required

Betreff: Email Tracking Not Working in HubSpot CRM

franksteiner79 — Mon, 16 Dec 2024 06:28:31 GMT

Hi @DAnder

Silly question, could it be that not all emails are being opened/clicked?

Are you seeing a notice in HubSpot that says emails are not being tracked or are simply not seeing open/click information on the specific email?

Thanks

Frank

Re: Email Tracking Not Working in HubSpot CRM

Gaurav_Aggarwal — Mon, 16 Dec 2024 06:37:29 GMT

Hey @DAnder

If you're not receiving any open or click notifications when sending a tracked email from your email inbox, learn how to troubleshoot tracking issues with your extension:

Re: Email Tracking Not Working in HubSpot CRM

TomM2 — Mon, 16 Dec 2024 12:56:11 GMT

Hey @DAnder where are you sending these emails from? If it's from gmail or outlook, have you ensured the "Track" checkbox is enabled when sending your emails?

Betreff: Email Tracking Not Working in HubSpot CRM

DAnder — Fri, 20 Dec 2024 06:15:58 GMT

@franksteiner79 wrote:
Hi @DAnder

Silly question, could it be that not all emails are being opened/clicked?
Are you seeing a notice in HubSpot that says emails are not being tracked or are simply not seeing open/click information on the specific email?

Thanks
Frank

Thanks for your response, Frank. Just to clarify, the issue is not that the emails aren't being opened or clicked, but that some emails, even when opened or clicked (as confirmed by recipients), don’t show any tracking activity in HubSpot. Could this be related to specific email clients or devices that might block tracking pixels or links? Is there a way to troubleshoot if HubSpot is failing to register tracking for these specific emails?

Re: Email Tracking Not Working in HubSpot CRM

karstenkoehler — Fri, 20 Dec 2024 06:18:50 GMT

Hi @DAnder,

This is due to how HubSpot (and a lot of other systems) track sales emails: https://knowledge.hubspot.com/connected-email/understand-hubspot-sales-email-open-and-click-tracking

Please note: some email clients may be configured to prevent HubSpot's open tracking pixel from loading. When the open tracking pixel fails to load, HubSpot cannot report on associated open tracking for that email. If a recipient opens one of your emails then clicks an email link or replies to the email itself, HubSpot can infer they opened the email and will retroactively report the open event.

In other words, it's expected behavior that for some contact / emails you won't see tracking information.

Best regards!