topic Re: Hubspot Not Tracking Opens in Gmail Sales Extension

Hubspot Not Tracking Opens

KBaldasaro — Thu, 18 Apr 2024 19:42:37 GMT

I recently added the Hubspot Sales Extension , connected my email and set it to "track" all opens. I then sent a couple of test emails that I know will allow such tracking., and had the recipients open them. No opens are being reported. I've run through all the troubleshooting and re-verified everything was in place for tracking to work, and it's just not tracking the opens. Any suggestions?

*Note: This is a gmail account that falls under another users main business acount. Could that have something to do with it, even though it DID say that my personal account was connected? I didn't even receive the test email that I was told would be sent, and neither did the main user. I have no desire to upgrade if I can't get this basic function to work properly and support will only help me with a paid account.

Re: Hubspot Not Tracking Opens

DianaGomez — Fri, 19 Apr 2024 14:17:25 GMT

Hi @KBaldasaro,

Thanks for reaching out to the Community!

I understand that you have already performed some troubleshooting to address this issue. However, I need to know which ones listed you have completed and if there are any pending for you to try: Troubleshoot the HubSpot Sales Chrome extension.

This way, we can rule out potential issues that may be preventing the opens from being tracked.

On the other hand, when you mention "This is a gmail account that falls under another users main business account." Could you please explain this topic a bit further? That way, I can investigate thoroughly.

Thanks!

Diana

Re: Hubspot Not Tracking Opens

KBaldasaro — Fri, 19 Apr 2024 18:29:31 GMT

Hi Diana,

So far, I've checked for conflicting extensions (none found), I've reinstalled the Hubspot extension, re-started my computer, made sure "Track" box was checked, made sure my email wasn't set to Plain Text, turned on Notifications in Windows, added [*.]hubspot.com in both places recommended and made sure any other email accounts were signed out of Hubspot. I never received a test email either. Not sure what else to do.

What I meant by the gmail account is that I am one of several email addresses under one gsuite account.

Thank you!

Re: Hubspot Not Tracking Opens

DianaGomez — Mon, 22 Apr 2024 12:06:09 GMT

Hi @KBaldasaro,

Thanks for the details.

Since you've been troubleshooting, I need us to work on the part where you mention that your account is part of another. Are you saying that you have a shared account and several people have different emails on the same account? Also, have you checked the spam and promotions folder?

Could you share an example of the process you follow through screenshots (removing sensitive information) so we can review where the error might be occurring in the process?

Best,

Diana

Re: Hubspot Not Tracking Opens

KBaldasaro — Tue, 23 Apr 2024 23:48:44 GMT

So, for whatever reason, without my doing anything additional to try and solve the issue, it suddently started tracking emails yesterday. I have no idea why.