Can't track emails in HS database

[O-Rouge]

I have been struggling with this issues for over a week. We have been setting up email tracking for different email accounts. There is a single one that isn't working. 

The only difference I can think of is that this person who uses this mailbox is using another device: an Apple desktop. I don't know if setting up the add-in is different on these devices, but it won't work whatever I do.

Some help would be greatly appreciated. If there's any more information I need to give, please let me know. I wasn't sure what details to provide.

[TiphaineCuisset]

Hi @O-Rouge 

Thank you for reaching out!

If you have a free acount, you can only track opens and not clicks. 

Regarding the opens, there are multiple reasons why this can be happening:

When you send a tracked email, HubSpot embeds an invisible one-pixel image into the email message once it is sent. When your recipient views the email and the images load, you will receive a notification that the email has been opened.

If the recipient's email client doesn't allow the track pixel to load, HubSpot will not be able to track the email open. HubSpot tracking can be deactivated in the following situations:

• The recipient formats their email in plain text.
• The recipient's email client doesn't automatically download images.
• The recipient's corporate filter strips away all images for incoming emails.

There are also some spam filters that will block images from loading which would be an explanation too. 

Hope that helps.
Have a lovely day,
Tiphaine.