topic Bug - Tracking email in Gmail Sales Extension

Bug - Tracking email

AD2022 — Thu, 13 Jun 2024 14:03:27 GMT

Good morning !

We've always used the Hubspot plugin for Gmail to use email templates, do email tracking, and other tools, but now we get this error message when we send an email:

Your email was sent without tracking
HubSpot was unable to add tracking to your email. Make sure you're connected to the internet and HubSpot. Also check that tracking is enabled on your portal. We will try to process your request again later. Recording and Tracking Settings

We have tried logging in and out, we have also tried deleting the plugin and reinstalling it without success. Is it possible to help us?

Re: Bug - Tracking email

matthew-aire — Thu, 13 Jun 2024 15:00:24 GMT

Hi @AD2022 ,

Have you looked at your portal-wide settings to double check that tracking has not been turned off?

You can find this by following this article here: https://knowledge.hubspot.com/connected-email/turn-off-one-to-one-email-tracking-or-attachment-logging?hubs_content=knowledge.hubspot.com/connected-email/track-and-log-emails-with-the-hubspot-sales-chrome-extension&hubs_content-cta=disable%20tracking

Let me know if this helps. If not we can explore some other options.

Many thanks,

Matt Aire
HubSpot Freelancer | Founder @ pocketpros

Let's chat HubSpot - book a meeting

👌 If my reply was useful and helped answer your question, please mark it as a solution to help the community!

Re: Bug - Tracking email

AD2022 — Thu, 13 Jun 2024 15:08:09 GMT

Yes i've checked and everything seems ok ! It still dosen't work !

Re: Bug - Tracking email

matthew-aire — Fri, 14 Jun 2024 07:15:37 GMT

If you can I would reach out to HubSpot support and see if they can help you further.

I would also check this article here to go through each one to decipher further.

Many thanks,

Matt