# Hubspot not tracking email opens **URL:** \ **Category:** Outlook Sales Extension\ **Tags:** free\ **Created:** [April 6, 2021, 3:32am UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986 "2021-04-06T03:32:59Z")\ **Posts on this page:** 10\ **Page:** 1
**Author:** ![BAdams5](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/badams5/32/29572_2.png) [@BAdams5](https://community.hubspot.com/u/BAdams5)\ **Post date:** [April 6, 2021, 3:32am UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986/1 "2021-04-06T03:32:59Z")
Hi, when i send emails from outlook hubspot is logging the email but does not track email opens. i am using the free version of hubspot. the tracking email options have all been chosen and set up correctly as i have previously engaded with Hubspot chat help already. do i just need to delete hubspot extension and then reinstall?? any help would be appreciated ![40443i55A435681E64E9BE.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/f/c/fcf1437d49889ec46037e20c7b3f271957fc09e0.png) ![40442i8CD2DB61758F4F72.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/5/1/513cd4da39c65c47bb4a66d4487b82a64d3c5a53.png) ![40441iE5143D99A8CB4ED4.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/e/d/eda5c13a6be6a179231055b2d21a27913021c68e.png) ---
**Author:** ![system](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/system/32/124_2.png) [@system](https://community.hubspot.com/u/system)\ **Post date:** [April 6, 2021, 11:15am UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986/2 "2021-04-06T11:15:40Z")
Hi @BAdams5 , While sending the email, I hope you have Selected the **Track Email** checkbox in the Message ribbon. Sharing few articles here : [Track and log emails with the HubSpot Sales Outlook desktop add-in](https://knowledge.hubspot.com/email-tracking/track-and-log-emails-with-the-hubspot-sales-outlook-desktop-add-in) [Troubleshoot the HubSpot Sales Outlook desktop add-in](https://knowledge.hubspot.com/email-tracking/troubleshoot-the-hubspot-sales-outlook-desktop-add-in#tracking-notifications) Hope this solves the issue. If we were able to answer your query, kindly help the community by marking it as a solution. Thanks and Regards. ---
**Author:** ![BAdams5](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/badams5/32/29572_2.png) [@BAdams5](https://community.hubspot.com/u/BAdams5)\ **Post date:** [April 6, 2021, 11:41pm UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986/3 "2021-04-06T23:41:03Z")
![40505iEB796C2C20C326C2.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/6/8/685f1be09b544bb4e0f9c867f793c92f72914d84.png) Yes every time i send an email the track email box is selected - still doens’t track emails in Hubspot? ---
**Author:** ![system](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/system/32/124_2.png) [@system](https://community.hubspot.com/u/system)\ **Post date:** [April 7, 2021, 4:36am UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986/4 "2021-04-07T04:36:52Z")
@BAdams5 , Ok. Then send a test mail to _[hello@getsidekick.com](mailto:hello@getsidekick.com) and follow these steps [https://knowledge.hubspot.com/email.](https://knowledge.hubspot.com/email) Hope it resolves the issue._ ---
**Author:** ![BAdams5](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/badams5/32/29572_2.png) [@BAdams5](https://community.hubspot.com/u/BAdams5)\ **Post date:** [April 7, 2021, 4:47am UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986/5 "2021-04-07T04:47:59Z")
Hello, i just emailed [hello@getsidekick.com](mailto:hello@getsidekick.com)and the enmail was undeliverable. Also went to the URL above and the below is all i get - no steps to follow?? ![40508iF212B1A01D6996D9.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/d/f/df9c67a52667a5c0134ae0ebdce6348a7b2baeb2.png) ---
**Author:** ![system](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/system/32/124_2.png) [@system](https://community.hubspot.com/u/system)\ **Post date:** [April 7, 2021, 11:46am UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986/6 "2021-04-07T11:46:59Z")
Put the query with the HubSpot support directly then @BAdams5 . In your account, click the help button in blue color on the bottam at left side, the click contact support. Support may be able to resolve the issue ---
**Author:** ![BAdams5](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/badams5/32/29572_2.png) [@BAdams5](https://community.hubspot.com/u/BAdams5)\ **Post date:** [April 8, 2021, 12:04am UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986/7 "2021-04-08T00:04:19Z")
Hi All, I was thankfully given a 7 day pass to access online telephone support from Boris Copic at Hubspot. Spoke to Dan Downey from their tech support team who helped me figure out the issue. There was an error from the Outlook side of things on the laptop I was using. It’s all sorted now and Hubspot is tracking my emails sent from Outlook. Cheers ---
**Author:** ![system](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/system/32/124_2.png) [@system](https://community.hubspot.com/u/system)\ **Post date:** [April 8, 2021, 11:35am UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986/8 "2021-04-08T11:35:43Z")
Glad your issue is resolved. 😀 ---
**Author:** ![MSanders2](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/msanders2/32/32521_2.png) [@MSanders2](https://community.hubspot.com/u/MSanders2)\ **Post date:** [September 28, 2021, 4:53pm UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986/9 "2021-09-28T16:53:36Z")
Hello- I’m having the same issue. Do you know what support fixed in Outlook? ---
**Author:** ![mnechrebecki](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/mnechrebecki/32/101739_2.png) [@mnechrebecki](https://community.hubspot.com/u/mnechrebecki)\ **Post date:** [December 1, 2022, 6:40pm UTC](https://community.hubspot.com/t/hubspot-not-tracking-email-opens/34986/10 "2022-12-01T18:40:24Z")
Our team is also having this issue where it isn’t tracking opens and they are just emailing back and forth 24 hours later with info that isn’t even relevant. i.e. their resources are outdated and things don’t even look the same. That was nice they got on the phone with you. That’s what we need!