Email tracking not working for outlook Add-in

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Occasional Contributor

Hi

 

I have two email account added to my Hubspot account one on G-Suite and the other is Office 365.    G-Suites extenstion track emails smoothly with no issues but i found that outlook add-in is not tracking email even though the check boxes are selected in outlook any suggestion what is the problem

 

Also there is another problem with notification for email opening on mobile app, i keep receiving reptitive notifications for emails that were already opened previously by my contact list. Is that normal?

 

P.S this is happeneing on different PCs and i have tried to un-installa the add in and reinstall it again 

 

Thanks 

1 Accepted solution

Accepted Solutions
Community Manager

Hey @hammad88, thanks for clarifying. The HubSpot Sales platform is intended to track sales emails with customers and leads. To prevent tracking of internal emails between you and your colleagues, the CRM will not log emails sent between you and other contacts that match your email domain.

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Community Manager

Hi @hammad88

Are you using the same email address for your two email clients, or two different email addresses for the Gsuite and 365 accounts? 

The first thing I would recommend is to make sure both accounts are connected to your inbox

Then, could you send a test email to hello@getsidekick.com? This will automatically open your email and send you a push notification. If it's not working, you will receive an email to confirm. 

If that's still not helping, could you let me know which email address you're using with 365? 

 

Lastly, I would recommend checking out this post regarding your question about mobile notificaitons: https://community.hubspot.com/t5/Sales-Product-Support/How-to-avoid-false-positives-in-email-opens-t...

 

Nicole

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Occasional Contributor

Hi @nicolebrenner

 

Thanks for the solution about the mobile notification

 

I am using two different email addresses. Both accounts are successfully connected.

 

tracking and loggin with hello@getsidekick.com  

 

after further troubleshooting i would like to rephrase the first question 

 

Now when i send to my contacts who share the same domain name of my user account these emails are not logged in CRM they are tracked i can receive notifications for open but not logged in!

 

 

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Community Manager

Hey @hammad88, thanks for clarifying. The HubSpot Sales platform is intended to track sales emails with customers and leads. To prevent tracking of internal emails between you and your colleagues, the CRM will not log emails sent between you and other contacts that match your email domain.

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Top Contributor

Hi @nicolebrenner, I have a similar problem. Tested it with the test email and nothing happened. My emails are logged but not tracked and my inbox is connected. What can I do? (Outlook on Windows 10). Thanks

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