topic Re: Email tracking not showing for any past or scheduled emails in Gmail Sales Extension

Email tracking not showing for any past or scheduled emails

VoiceoverVic — Mon, 18 Sep 2023 15:37:33 GMT

I've been using Hubspot with my Gmail for years now. I send emails from my Gmail account and they are automatically tracked in Hubspot.

Suddenly, all of the tracking info for past emails has disappeared. All of my scheduled emails look as though they will not be tracked either.

I have no conflicting extensions and I have the 'track email' box ticked. Any ideas?

Thanks.

Re: Email tracking not showing for any past or scheduled emails

BérangèreL — Tue, 19 Sep 2023 07:31:45 GMT

Hi @VoiceoverVic,

Thank you for reaching out to the Community!

I understand that for some emails sent via Gmail, there is no tracking appearing.

Is the tracking actually working (the pixel is sent) but you cannot see/find the information?
Where do you see the tracking missing? On the contact record?
What options are ticked on HubSpot under "settings" > "objects" > "activities" > "email log and track", please?
Are the emails with no tracking, replies or original emails?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I'd like to share these articles that might be of interest to you:

- Understand HubSpot email tracking and logging
- Log email in your CRM with the BCC or forwarding address
- Log email replies in the CRM

I also wanted to invite a couple of subject matter experts to this conversation @Ben_M, @AdamLPW and @NicoleSengers do you have any suggestions to help @VoiceoverVic, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a great day!

Best,
Bérangère

Re: Email tracking not showing for any past or scheduled emails

VoiceoverVic — Tue, 19 Sep 2023 07:43:46 GMT

Hi Bérangère

Thanks so much for your response. The issue seems to have resolved itself
today. I logged out of everything several times yesterday, restarted my
computer, but nothing worked.

The orange Hubspot logo and tracking info, which is usually at the top left
of all my emails in Gmail, was not showing on any of them. It wasn't
showing for any scheduled emails or any that have been sent in the past.
All of my sent emails have always been tracked, but the information had
disappeared on all of them. It has all now reappeared.

I'm relieved it's all sorted, but it would be good to know that it won't
happen again. I stopped working yesterday as a result of it and am now
behind with my email marketing.

Thanks again for taking the time to help. Much appreciated.

Victoria.

Re: Email tracking not showing for any past or scheduled emails

BérangèreL — Fri, 22 Sep 2023 11:25:37 GMT

Hi @VoiceoverVic,

I hope that you are well!

Thanks for getting back to me on this. I am really glad to hear that all is working for you now 🙂

I would like to apologize for the frustration, data issues, and business impact this has caused.

Thank you for your valuable feedback!

I have shared internally this behaviour so that the Team can keep an eye on it.

Have a beautiful day!
Bérangère