# Emails not tracking

**URL:** <https://community.hubspot.com/t/emails-not-tracking/141683>\
**Category:** Outlook Sales Extension\
**Tags:** free\
**Created:** [October 28, 2025, 9:52am UTC](https://community.hubspot.com/t/emails-not-tracking/141683 "2025-10-28T09:52:53Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![NSanter](https://avatars.discourse-cdn.com/v4/letter/n/ba9def/32.png) [@NSanter](https://community.hubspot.com/u/NSanter)\
**Post date:** [October 28, 2025, 9:52am UTC](https://community.hubspot.com/t/emails-not-tracking/141683/1 "2025-10-28T09:52:53Z")

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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?

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**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\
**Post date:** [October 28, 2025, 9:54am UTC](https://community.hubspot.com/t/emails-not-tracking/141683/2 "2025-10-28T09:54:55Z")

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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

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<div class="post-metadata">

**Author:** ![WebGuruz\_Tech](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/webguruz_tech/32/35272_2.png) [@WebGuruz\_Tech](https://community.hubspot.com/u/WebGuruz_Tech)\
**Post date:** [November 7, 2025, 6:54am UTC](https://community.hubspot.com/t/emails-not-tracking/141683/3 "2025-11-07T06:54:17Z")

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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.