Emails not tracking

Smart CRM & Sales Hub Outlook Sales Extension
1

Hello, my emails are not tracking despite being logged in, personal inbox connected and having ‘track emails’ ticked.

When i send an email, the BCC email shows.

Can someone please advise?

2

Hi @NSanter,

How exactly are you sending the emails (from HubSpot, with an email client), do you have a sales extension installed or do you just use the BCC address? Could you share a bit more context overall?

Best regards

3

Hi @NSanter

If your emails are not tracking even though:

  • your personal inbox is connected, and
  • the “Track emails” box is ticked, and
  • the HubSpot BCC address appears —

then here are a few things you can check to troubleshoot:

  1. Confirm you’re using the HubSpot Sales extension or add-in
    • If you’re sending emails from Gmail or Outlook, make sure the HubSpot Sales Chrome extension (for Gmail) or Outlook add-in is installed and active.
    • Email tracking only works when the extension is properly connected — the BCC address alone just logs the email, it doesn’t track opens or clicks.
  2. Check that the tracking pixel is being added
    • Tracking works via a small pixel added to your outgoing email.
    • If your email signature or antivirus tool removes that pixel, HubSpot won’t be able to register opens.
  3. Confirm tracking is turned on at send time
    • When composing your email in Gmail or Outlook, look for the HubSpot icon (orange sprocket) — make sure “Track” is checked before sending.
  4. Verify that your inbox connection is still active
    • Go to Settings → General → Email → Connected inboxes and ensure your inbox shows as Connected.
    • If not, reconnect your inbox and try sending a test email to yourself.
  5. Test with a different recipient or device
    • Sometimes corporate firewalls block tracking pixels. Try sending to a personal email (like Gmail) and check if opens track there.

If you’ve confirmed all of the above and it’s still not tracking, try reinstalling the HubSpot Sales extension/add-in — this fixes most tracking issues.