Email tracker no longer working

Smart CRM & Sales Hub Outlook Sales Extension
1

Hello,

I have had Hubspot installed in my Outlook for a few years. I stopped using it for awhile, and I would like to use it again.

However, now, the tracking email isn’t automatically inserting into the BCC field and I don’t see the tiny tracking pixel in the message body.

Outlook sometimes deactivates Hubspot: I already reactivated it and rebooted Outlook. Still no dice.

Any advice?

Thanks

2

Hi @arielnp ,

Let’s quickly walkthrough some steps to get back BCC logging in Outlook.

  • Use the correct add-in: If you’re on the new Outlook for Windows/Mac or Outlook on the web, use the HubSpot Sales Office 365 add-in (not the legacy desktop add-in). Re-enable it from Outlook’s Get Add-ins/Apps menu, then sign in.
  • Connect your inbox: In HubSpot, make sure your personal inbox is connected. In Outlook, open the HubSpot Sales pane to confirm you’re logged in (a connected inbox is required for tracking and logging).
  • Pin the task pane and enable tracking/logging: Open a new email, launch the HubSpot Sales pane, pin it so it stays open, and check Track email opens and Log. Ensure the message format is HTML (plain text emails can’t be tracked).
  • Send a test: With the pane open, send to a colleague. The HubSpot BCC should auto-fill, and the email should appear as Sent in your HubSpot activity feed and then as Open after it’s viewed.
  • If still not working: Temporarily disable other Outlook add-ins and any security software to rule out conflicts, then retry. (Outlook add-in conflicts can stop tracking.)

Ref: Troubleshoot the HubSpot Sales Office 365 add-in

If this helps, feel free to mark it as the solution :check_mark: and give it an upvote :+1: !

Part of this reply was generated by AI (HubSpot and KBs).