topic Re: Tracking not working in Gmail Sales Extension

Tracking not working

Angel_Tsvetkov — Mon, 28 Oct 2024 10:27:06 GMT

Hi there!

I have a problem when it comes to email tracking - I have sent an email to my personal one to try the feature. I have opened the email as well as clicked on a link and attachment in it. However in my feed I only see that the email was sent. What could be the issue?

Re: Tracking not working

karstenkoehler — Mon, 28 Oct 2024 10:28:36 GMT

Hi @Angel_Tsvetkov,

Can you confirm that you're not using any privacy- or tracking-related browser or app extensions? Or, put differently, can you engage with the email in a fresh browser (no extensions, cache and cookies cleared / private window)?

Best regards

Re: Tracking not working

Angel_Tsvetkov — Mon, 28 Oct 2024 11:29:58 GMT

I opened my gmail in a private window and opened the email / clicked on the link / attachment - the activity feed now shows that I have opened it. However the link / attachment click tracking still doesn't work.

Re: Tracking not working

karstenkoehler — Mon, 28 Oct 2024 11:38:12 GMT

@Angel_Tsvetkov can you confirm that tracking is not disabled? https://knowledge.hubspot.com/connected-email/turn-off-one-to-one-email-tracking-or-attachment-logging

Re: Tracking not working

Angel_Tsvetkov — Mon, 28 Oct 2024 11:45:44 GMT

It's not disabled - I am still using a free plan. Could this be the reason I cannot access data related to link / attachment tracking? Also - if my email recipients use any privacy- or tracking-related browser or app extensions, does this mean it's impossible for me to track their interactions with the emails sent?

Re: Tracking not working

karstenkoehler — Mon, 28 Oct 2024 11:49:18 GMT

@Angel_Tsvetkov click tracking is indeed a paid feature, see here: https://knowledge.hubspot.com/connected-email/understand-hubspot-sales-email-open-and-click-tracking#one-to-one-email-clicks-sales-hub-starter-professional-and-enterprise-only

If you're on the free plan, then what you're experiencing is expected behavior.

Hope that helps!

Re: Tracking not working

Angel_Tsvetkov — Mon, 28 Oct 2024 11:51:27 GMT

What about the privacy- or tracking-related browser or app extensions?

Re: Tracking not working

karstenkoehler — Mon, 28 Oct 2024 12:00:22 GMT

@Angel_Tsvetkov if someone has an extension installed which explicitly blocks trackers, then that will block HubSpot from tracking emails: https://knowledge.hubspot.com/connected-email/understand-hubspot-sales-email-open-and-click-tracking

It's not that any privacy-related extension does this, but some interfere with HubSpot tracking.

Re: Tracking not working

Angel_Tsvetkov — Mon, 28 Oct 2024 12:01:47 GMT

I guess nothing can be done about this?

Re: Tracking not working

karstenkoehler — Mon, 28 Oct 2024 12:03:15 GMT

@Angel_Tsvetkov correct