I’m new to Hubspot and need some help. I’m using the free version and I’ve tried to get the email tracking set up but I’m having a problem. My system:
-- MacOS 13.6.7
-- Chrome Version 131.0.6778.265 (Official Build) (arm64)
-- Hubspot Sales extenstion Version 3.0.0.27497
I’ve installed the Chrome sales extention and have been testing it. In my test emails, it won’t track when an email is opened. It only tracks it when the email is replied to. For example, I sent an email to myself at another email address at 4:21PM and open it at 4:10PM. I didn’t get a notification that the email was opened. I replied to that email at 4:30PM and only then did I get a notification that the email was opened. When I click the detail it gives the correct sent time but it give both the reply AND open time as 4:30PM, not 4:10 for open and 4:30 for reply. What am I doing wrong? See below:
Opened and Replied time stamp should be different
Hi @KTurley3,
Sales email tracking is based in a small pixel, see here: Understand HubSpot Sales email open and click tracking | Knowledge Base
Can you confirm that your privacy settings are not potentially blocking this pixel from loading, and that you don’t gave any privacy extensions installed and active in your browser? Both could interfere with correct tracking.
As a test, try opening the test email in a freshly installed or ‘vanilla’ browser.
Best regards
I think that this might be an Apple Mail issue. I sent an email to the same address but bypassed Apple Mail and opened the email in the web interface for my email provider. when I did that I got the “open” notification. Do you know if Apple Mail is a known problem?
Thanks very much for the reply. My default browser is Firefox but I switched to Chrome for Hubspot so that I could install the Chrome Hubspot Sales extention. Since I don’t use Chrome it’s pretty clean; Hubspot Sales is the only extension installed. I checked my base security settings and turned everything off…not something that I would normally do but I’ll try it for this. I restarted Chrome and did the test again and got the same results; no “opened” notification until I actually reply to the email at which point I get both and “opened” notification AND a “replied” notification both with the same timestamp.
@KTurley3 if you’re opening the email in the same browser that has the extension installed, then this is expected behaviour: Block self-open email notifications with the HubSpot Sales Outlook desktop add-in or Chrome extension
Open the email anywhere else and you should see open tracking working.
