Email Tracking - Not Working

Smart CRM & Sales Hub Sales Hub Tools
1

Morning all,

I’m pulling my hair out with this now! So my emails have tracked fine for over a year, in fact my old emails still track fine if I go back and open them but my recent emails (last couple of weeks) will no longer track or at least they sporadically track.

I’m using Outlook (desktop) 365 and have the addin installed. I’ve checked my email account is linked to Hubspot as it always was but I can’t for the life of me get this tracking to work again.

I’m logged into the correct account via the HubSpot Sales Outlook addin, I’m not using the new version Outlook. When I send an email the track email option is ticked. When I view the sent the 90% of the time it says this email isn’t tracked. Tonight I’ve emailed my own personal email 10 times, 1 of these tracked and 9 didn’t???

In my activity feed of course just the one email that is logged, the other 9, all sent the same way, to the same contact didn’t log?

All emails are sent via HTML formatting… I just can’t get this to work all the time.

If I view the source on some emails I see the code hs-sales-engage.com which I assume is the tracking pixel yet in others I don’t?

Any help greatly appreciated.

Thanks,

Graeme

2

Hi @GraemeB
Thank you for reaching out to the Community!
I’d like to invite some community members who are subject matter experts to join this conversation.
@Shubham_Sharma @ArisudanTiwari @Jonno_Price - Would you be able to share any insights on this? Your expertise would be greatly appreciated.
Best,
Victor

3

Hi @GraemeB,

I completely understand your frustration — I ran into the same issue with a client where some emails were tracked and others weren’t, and it was tricky to pinpoint the cause.

Could you please share a screenshot of the compose window when you’re emailing a contact that didn’t log? I’d like to check how the sales extension appears (mainly to confirm that the Log and Track boxes are checked and not greyed out).

If everything looks fine in the extension:

  1. Try uninstalling and reinstalling the extension.
  2. Double-check the Never Log settings in HubSpot to ensure the domains you’re emailing aren’t listed there.

This will help narrow down whether it’s a local extension issue or a HubSpot configuration.