Email tracking URL not working (HubSpot/Wix)

[05315]

We are trying to do an email campaign through HubSpot. The email we wrote contains multiple URL links for which we want to include tracking data. The links work perfectly fine, but when we send a test email the link becomes broken. If we turn off email tracking and resend a test, the links work again as usual. This is strange since in our first email send, the links were converted properly to add the tracking data, but in the second send they were not.  It was noted that if we are linking or redirecting to a non-HubSpot website our web server may not be properly configured to handle these additional tracking parameters, see link (https://knowledge.hubspot.com/marketing-email/links-in-emails-or-ctas-lead-to-an-error-page#:~:text=...). We currently use Wix for our website and are unsure if Wix is able to support this URL tracking. Does anyone know how to resolve this issue for using HubSpot to track emails with links to a Wix-based website? If it is not possible with Wix, could you recommend another website developer with which I can integrate HubSpot tracking?

[Jnix284 · Accepted solution]

Hi @05315 yes, you can use the UTM link builder in HubSpot, or you can create it manually on your own by adding the UTM parameters like this:

www.myURL.com/website-page?utm_source=hubspot&utm_medium=email&utm_campaign=community-outreach  

At the end of your URL, add a ?

then add utm_source=

followed by your source, for example hubspot

then for each utm parameter, combine with a &

before adding the next one utm_medium=, etc.

yes, this is a manual process you have to do for each link, it really depends how much you want to track the link clicks from the email, but you don't have to upgrade your plan to use them.

[05315 · Accepted solution]

For any of those wondering, Hubspot support was able to find a solution.  The key was to connect a subdomain to Hubspot rather than the main domain.  It is possible to setup a subdomain in Wix, link the subdomain to Wix, add the dns requirements of Huspot while referencing the subdomain in Wix.  This allowed us to be able to add the additional tacking tags.  Hope this helps incase anyone has a similar problem.

[Jnix284]

Thank you for sharing the update @05315, I'm sorry for not catching that it could have been related to the email sending domain - without access to your account, it's hard to know what's configured and what isn't, which can make troubleshooting an issue like this a bit difficult. I'm very glad they were able to get this resolved with you!

[Jnix284]

@05315 I'm not sure how the tracking works with Wix specifically, but if you're having trouble with the non-HubSpot links tracking, you can just add UTM parameters to the URL and track via "Other Campaigns" data in analytics.

[05315]

Hello Jennifer, Thanks for the response.  I am trying to track through HubSpot, not Wix.  Wix is just the host of the website for the link.  When I create an email in HubSpot and include a link, the link to the website works just fine.  However when I send a test email with "Track email opens" on, the link no longer works. The new link is something else generated by HubSpot which includes the tracking information, I assume.  This new link is the one thats broken.  Hope this helps to explain the problem.

[Jnix284]

Hi @05315, understood that you're wanting to track the clicks in HubSpot, which is what the UTM parameters would do if you aren't able to add the tracking links, that is what this excerpt from the linked KB is referring to:

[05315]

Is this the place you are referencing to add then? 

If so, thank you for the suggestion, I did not know about this.  It will likely be a solution in the interim.  However, I currently have 2 problems with this, 1) It requires me to manually insert the link every time rather than it being automatic and 2) it requires upgrading my HubSpot account.  It does not seem like a solution I want to use when I would have to pay more to do more work.  I would really like to get the automated version working.  I appreciate the responses and the help very much.

[Jnix284 · Accepted solution]

Hi @05315 yes, you can use the UTM link builder in HubSpot, or you can create it manually on your own by adding the UTM parameters like this:

www.myURL.com/website-page?utm_source=hubspot&utm_medium=email&utm_campaign=community-outreach  

At the end of your URL, add a ?

then add utm_source=

followed by your source, for example hubspot

then for each utm parameter, combine with a &

before adding the next one utm_medium=, etc.

yes, this is a manual process you have to do for each link, it really depends how much you want to track the link clicks from the email, but you don't have to upgrade your plan to use them.