Is there a way to stop seeing the "Tracking data is not available" error?

SOLVE
katriel
Participant

I find that tracking emails is invasive and I prefer not to do it to my partners and contacts. I therefore disable tracking for all emails. As a result, all emails I send show up in my activity logs with a repetitive error: "Tracking data is not available for this email. Katriel chose to log this email but not track it."

 

Is it possible to remove this error altogether? If not, would you please consider this a user suggestion? 

1 Accepted solution

Accepted Solutions
jennysowyrda
Solution
Community Manager

Hi @katriel,

 

The message you are seeing cannot be modified. Have you disabled the tracking from within the extension? You can choose not to track the emails either by disabling tracking, changing the setting within the extension, or ensuring each email isn't tracked. 

 

Thank you,
Jenny

View solution in original post

26 Replies 26
gelflex-cc
Recognized Expert

@katriel I do not understand? One point of using a CRM is to track email and document opens so one can reach out at the right time. 

 

Where did you go to stop tracking? 

 

What browser and plugins are you using? Who is your email client?

0 Upvotes
katriel
Participant

I recognize that secret tracking pixels are a reason one might use a CRM. It's just not my reason for using a CRM. My reason for using a CRM is that so my team can keep track of our relationships with external stakeholders over the long term, especially when there are different people in each relevant stakeholder organization we might be talking to at once. I like to log but not track emails.

 

I'm using Gmail through an organizational G Suite account. I have the Hubspot Chrome extension. To disable tracking, I click on the HubSpot button in Gmail and the "Log and track settings" link: https://pasteboard.co/IJyOj8P.png

 

 

gelflex-cc
Recognized Expert

@katriel The extension may be your culprit as it is for logging and tracking.

 

 

https://knowledge.hubspot.com/email-tracking/get-started-with-the-hubspot-sales-chrome-extension

0 Upvotes
katriel
Participant

@gelflex-cc , thanks, that seems possible. I scanned through the guide on Troubleshooting the Extension https://knowledge.hubspot.com/email-tracking/troubleshooting-the-hubspot-sales-chrome-extension. Didn't see anything relevant to stopping these error messages showing up.

 

Is there a different place I should post with a complaint about the extension?

gelflex-cc
Recognized Expert

@katriel It is the design of the extension. You could probably uninstall it and be fine. 

 

 

@jennysowyrda anything I missed?

0 Upvotes
katriel
Participant

@gelflex-cc Wouldn't uninstalling the extension stop logging the emails? Ideally I would log every incoming and outgoing email but not track them. I.e., I want HubSpot to record when emails are sent (and what they say) but not when they're opened. 

 

I'm not expecting it to be currently possible to get what I want, but I would like it to be noted as user feecback. 

gelflex-cc
Recognized Expert

@katriel you might have to test it. Log out of the extension or turn it off temporarily and send a test email.

If the HubSpot Bcc shows up at the bottom of your email, no big deal. 

0 Upvotes
jennysowyrda
Solution
Community Manager

Hi @katriel,

 

The message you are seeing cannot be modified. Have you disabled the tracking from within the extension? You can choose not to track the emails either by disabling tracking, changing the setting within the extension, or ensuring each email isn't tracked. 

 

Thank you,
Jenny

View solution in original post

gelflex-cc
Recognized Expert

@jennysowyrda Thank you Jenny 🙂

0 Upvotes
benlucier
Participant

This is a surprise to me too.

 

I've seen somebody else mention it, but I'll say it again: *using the single-pixel tracking is viewed by some as unethical and invasive*. For anybody who doesn't feel this way, read this and tell me you still feel the same way about tracking pixels: https://hey.com/spy-trackers/

 

Although I'm not using the spy pixel, of course, I still want to log emails to my customers. I've disabled tacking within HubSpot for ALL users, and so it feels weird (dumb, actually), that every email says "TRACKING DATA NOT AVAILABLE" when of course it isn't -- I've disabled it. 🙂 

 

The gmail extension offers two features:

1. logging the email to hubpot AND

2. adding the tracking pixel

 

I don't why there are recommendations here to remove the gmail integration. Removing the extension will remove the logging capability-- which is important!

 

What people are asking for here, myself included: is that if pixel tracking is disabled for all my users in the system, then why show that message at all? 

 

This message is annoying enough for me and my staff and from our perspective it makes an otherwise clean interface look very cluttered. 🤷🏻‍

 

Anyhoo... I already know the answer why spy pixels will never be disabled and it will probably take strict government legislation that outlaws. So keep the feature... but for those of us who don't believe in spy pixels-- all we're asking for is a clutter-free interface by removing the MASSIVE alert at the top of EVERY. SINGLE. EMAIL. 🤔

FE
Participant

That message is super annoying. Where's the remove and don't ask me again button? It really degrades the Hubspot UX. 

MelH_82
Participant

I agree. We also don't want to use tracking and find the 'Tracking data is not available for this email' error message on every logged email to be very distracting. The error message is larger and more prominent than the email details. A 'remove and don't see again' option would be great.

RichardG
Contributor

I know that other people have commented ojn this but this feature is really annoying. We, like others, do not want to track emails sent out to our clients for a multitude of reason.

 

We are aware of this as a conscious decision and do NOT need to be reminded of it on EVERY email. The message is so big that it overtakes the email itself on the initial view. Clearly this is intentional to promote Hubspot's tracking capabilities but surely there is an easy way to remove this in settings? Users are aware of the capability now after seeing it incessantly for 6 months, surely this can be turned off now?

 

This would be a much appreciated development if not already in the pipeline

 

As an aside, I'm not sure why this has been marked as an accepted solution as the solution given does not address the core issue

Pathfinder
Participant

I'm also finding this repetitive message extremely annoying.  It's obscuring my view of each email.  Please give us the ability to acknowledge it ONCE and then REMOVE it from future email.  Thanks.

osilver
Participant

As a long time HS user, I've always disabled tracking. There are several reasons not to track opens/clicks:

1. It's distracting and impossible to ignore the little extension icon - oh, who opened my email just now. 

2. It can affect email deliverablilty, Gmail and Outlook becoming more restrictive to active email accounts over time.

3. As someone said, we respect our clients and don't need or want to track our clients like that.

4. It's super annoying and at least there should be a "don't show me this bs again" button

 

Flora
HubSpot Product Team

Hello all, 

My name is Flora Wang and I'm the Product Manager of the Chrome Extension. Thanks for flagging this - we hear you and we are looking into the banner to make sure this works better for customers who do not want email tracking. I'd love to hear any and all feedback and feel free to reach out to me at flora@hubspot.com. 

 

Best,
Flora

benlucier
Participant

Hi @Flora, happy new year!

 

In August you committed to the community that you and the team were actively loking into the banner to make sure it works better for those of us that have chosen not to spy on customers using pixel-tracking. 

 

It's now a new year and several months have passed; I see that Pippa (@ZCC) was looking for an update back in October, but their query was left unanswered.

 

Is this still a priority for the product team? Any updates you can share?

 

Thank you,

-Ben

KevinGrondin
HubSpot Product Team

Hi @benlucier! Happy new year to you as well.

 

My team is currently working on a redesign of the activity timeline that is going to include much less intrusive warning banners as a starting point.

 

Happy to include you and anyone else on this thread in the Beta for the new, slimmer banners when we get ready to release later in Q1!

RichardG
Contributor

Kevin

 

Many thanks for the update on this. I am not sure I understand what is going on at Hubspot though. 

 

There are clearly a large number of users who find this warning banner both intrusive and degrading to the UX (this is one of many threads on the topic). If email tracking is turned off why is the warning there is the first place? The removal of this should not require a redesign of the activity timeline, just a simple flag to turn them off in the admin UI - this should take an experienced developer about 10 minutes to achieve (and a tester 5 days to report on!!!!).

 

This has been going on for over a year now and is remarkably annoying. Hubspot should do better.

benlucier
Participant

Yeah, at this point I have to agree with you, although it's probably more effort than you've described Richard. 

 

@KevinGrondin: appreciate you giving us something. Here's what I heard you communicate:

 

  • a timeline redesign is in the works
  • the redesign will include "less intrusive" and "slimmer" warning banners as a "starting point"
  • Hubspot will release by end of Q1 with a beta test happening before then

As a fan and a customer of Hubspot for years, I have a few thoughts:

 

  • Back in August, after a conversion with Dharmesh over twitter, and he left me with the feeling I'd been heard and understood and that work was going to be done. https://twitter.com/benlucier/status/1297900001717374976?s=20
  • I try not to assume that my issues are everybody's. Us hubspot customers who choose not to spy on their customers and prospects are probably <5% of your base, but I think Hubspot has misjudged the degree to which this banner is a problem for us.
  • My own team is so frustrated that I'm having a hard time getting them to use/rely on Hubspot for customer communications. These banners are literally everywhere. It's not about 'pretty'-- it's literally getting in the way of our workflow and adoption within our company.

I try not to make assumptions, but you can probably appreciate how Hubspot's latest update looks based on the level detail, the lengthy rollout: It's like the conversation with your team just happened yesterday and went something along the lines of "guys, what can we do about this banner warning to get this small, but vocal group of users off my back?"

 

I'd be fine waiting until end of Q1, but I don't care to see a slimmed down version of an alert for a feature that has been disabled. What's the product angle here-- to serve as a reminder to every user that the feature exists? I can't understand it for the life of me.  I'll be really clear here: I need that banner gone.

 

...and finally-- you already know this: many email clients (Superhuman, Hey, etc) are outright blocking you. In the future, spy pixels will either be blocked by every decent email client, or there will be privacy laws introduce that prohibit it. 

 

As I mentioned, I'm a fan and that's why I even care enough to ask for change and share my feelings constructively with the team.  If I weren't a fan, I wouldn't bother trying so hard to change you!

 

-b

KevinGrondin
HubSpot Product Team

@benlucier @RichardG thank you both for sharing your perspectives on this as well as additional context about the impact it is having on your teams. These conversations are important to help ensure we are building products that align with your needs.

CRossi
Participant

Hi Kevin, ideally there would be no banners for this 'feature' since we do not want to use tracking and don't want to be reminded every time (no matter how slim the banner) that we are not using tracking. I'm not sure why Hubspot is being so intractrable on this issue, it is a major reason why we are holding on to upgrade as an organisation. many thanks

 

CRossi
Participant

Hi Flora, another +1 to remove the banner from every single email. Please. thanks! 

Nate_NY
Member

Hi Flora, 

New to this fray. Any update on removing this? Appreciate the challenge and time.  Thanks,

ZCC
Participant

Hi Flora - any update on this issue?


Thanks

Pippa

Anonymous
Not applicable

Hi guys,

Any update ??

 

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