Hubspot no longer tracks email openings

[MarineG]

Hello,
For several days now, email opening tracking has stopped working. I'm using the Outlook app with the Hubspot extension. I've logged out, then logged back in; I've uninstalled and then reinstalled the extension. I've checked the settings on the Hubspot website, and everything is correct. I even checked the Legal Basis for Data Processing (Hubspot Support suggested this), but nothing works. Can you help me?

[CarolinaDeMares · Accepted solution]

Hi @MarineG !  Could you please confirm whether you’re using your extension in the desktop app or the web version of Outlook? 

When you say that tracking has stopped, do you mean both tracking and email logging, or just tracking? I know you didn’t mention logging specifically, but I just wanted to double-check.

Also, please review your extension’s configuration here:
Settings → Activities → Email log & track

Make sure the tracking options are enabled.

If you need further assistance we offer free consultations 

[trevordjones · Accepted solution]

Hi @MarineG and thanks for the tag @BérangèreL 

Apple devices with Mail Privacy Protection enabled can block the loading of (invisible) tracked images that are embeeded in emails to track opens.  If you are testing on your Mac, I would recommend disabling Mail Privacy, or testing on another device.

More on how email tracking and logging work here.

[danmoyle · Accepted solution]

Welcome to the Community @MarineG. Lots of insight here from my friends @trevordjones & @CarolinaDeMares. I did a little digging, and it seems you're not alone. I found a couple other Community posts that HubSpot email opening tracking has recently stopped working for many users on Outlook, especially for Mac users with newer versions of Outlook and Microsoft 365 subscriptions. So it seems to be somewhat of a known issue affecting HubSpot integration with the latest Outlook builds, including Outlook 16.102 for Mac. It appears that HubSpot can't reliably insert or register its tracking pixel, preventing open tracking from working even though the log function remains operational. 

I did find a few steps to try and help. I can't guarantee this will fix it, as other users have asked for a more permanent solution. But maybe something here will help (this is a list from Perplexity's AI research, FYI). 

• Reverting to "Legacy Outlook for Mac" has been cited as a temporary workaround, but it is not ideal for users who depend on the new interface and features.​
• Ensure emails are sent in HTML format and not plain text.​
• Temporarily disable any other Outlook add-ins and security software to check for conflicts.​
• Confirm that the "Track Email" option is checked when composing your email.​
• For Mac users, the tracking function may remain blocked due to the new Outlook architecture, and currently there is no permanent fix available unless Microsoft or HubSpot updates compatibility.

Hopefully that helps a bit in addition to what everyone else has offered. 

[danmoyle · Accepted solution]

Welcome to the Community @MarineG. Lots of insight here from my friends @trevordjones & @CarolinaDeMares. I did a little digging, and it seems you're not alone. I found a couple other Community posts that HubSpot email opening tracking has recently stopped working for many users on Outlook, especially for Mac users with newer versions of Outlook and Microsoft 365 subscriptions. So it seems to be somewhat of a known issue affecting HubSpot integration with the latest Outlook builds, including Outlook 16.102 for Mac. It appears that HubSpot can't reliably insert or register its tracking pixel, preventing open tracking from working even though the log function remains operational. 

I did find a few steps to try and help. I can't guarantee this will fix it, as other users have asked for a more permanent solution. But maybe something here will help (this is a list from Perplexity's AI research, FYI). 

• Reverting to "Legacy Outlook for Mac" has been cited as a temporary workaround, but it is not ideal for users who depend on the new interface and features.​
• Ensure emails are sent in HTML format and not plain text.​
• Temporarily disable any other Outlook add-ins and security software to check for conflicts.​
• Confirm that the "Track Email" option is checked when composing your email.​
• For Mac users, the tracking function may remain blocked due to the new Outlook architecture, and currently there is no permanent fix available unless Microsoft or HubSpot updates compatibility.

Hopefully that helps a bit in addition to what everyone else has offered. 

[MarineG · Accepted solution]

Hello and thank you very much for your feedback.
I didn't do anything special, but email open tracking has been working again for the past three days.
Best regards,
Marine

[marco910]

Hello @MarineG 

Unfourtunately, I'm experiencing the same issue since a few weeks when using the new Outlook Mac app. In the Outlook Web it works fine.

Which version of outlook on Mac are you using, where the tracking is working fine again?

[BérangèreL]

Hi @MarineG,

Glad to hear email open tracking is working for you again.

If you notice any further issues or have questions, feel free to update this post.

Thanks for keeping the community informed!

Have a lovely weekend! 🧡
Bérangère

[danmoyle]

@MarineG sometimes the best strategy is wait and see 😂 

Glad it's fixed for now! 

[CarolinaDeMares · Accepted solution]

Hi @MarineG !  Could you please confirm whether you’re using your extension in the desktop app or the web version of Outlook? 

When you say that tracking has stopped, do you mean both tracking and email logging, or just tracking? I know you didn’t mention logging specifically, but I just wanted to double-check.

Also, please review your extension’s configuration here:
Settings → Activities → Email log & track

Make sure the tracking options are enabled.

If you need further assistance we offer free consultations 

[MarineG]

Hello @CarolinaDeMares,
I'm using the extension in the desktop app, but I also tested it on the web version of Outlook and it doesn't work.
There's no problem with logging, just tracking for all emails regardless of the recipient.
And I've double-checked that tracking options are enabled.
Thanks for your reply.
Marine

[BérangèreL]

Hi @MarineG and welcome, it's a pleasure to have you here!

Thanks for reaching out to the HubSpot Community!

- Can you share if email tracking is failing for all recipients or just some?
- Are you seeing any error messages?
- Which version of Outlook and operating system are you using?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I can see on this article "Troubleshoot the HubSpot Sales Outlook desktop add-in" that  while the HubSpot Sales Outlook desktop add-in is still available in the old Outlook for Windows and will continue to be supported, it's highly recommended that you activate the HubSpot Sales web add-in instead.

Can you confirm that this is the one you are currently using?

I've found similar threads that might help you:

- The solution from @Shubham_Sharma on this post "Email tracking not working"
- The solution from @CarolinaDeMares on this post "Email Tracking - Not Working"

Also, I'd love to put you in touch with our Top Experts: Hi @trevordjones, @CarolinaDeMares and @karstenkoehler do you have other suggestions to help @MarineG, please?

Have a fantastic day and thanks so much!
Bérangère

[MarineG]

Hello @BérangèreL, and thank you for your feedback.
I'm on a Mac, using Outlook version 16.102 (25101223) (Microsoft 365 subscription).
I don't get any error messages about this; I just no longer have tracking when I go to "Activity Stream." If I log the email in addition to tracking, I can see it appear as sent. If I go to the contact, this message appears (see attached photo).

Each time, I make sure to be logged into the HubSpot extension on the Outlook application and that the "Tracking" box is checked, but nothing works.

[trevordjones · Accepted solution]

Hi @MarineG and thanks for the tag @BérangèreL 

Apple devices with Mail Privacy Protection enabled can block the loading of (invisible) tracked images that are embeeded in emails to track opens.  If you are testing on your Mac, I would recommend disabling Mail Privacy, or testing on another device.

More on how email tracking and logging work here.

[MarineG]

Hello @trevordjones,
I tried disabling Mail Privacy Protection, but when I go to Settings, I only see one checkbox: "Enable optional connected experiences" (whether on my Mac or on the web).
Thank you for your feedback.
Marine

[BérangèreL]

Hi @MarineG and thanks for getting back to us!

When you mention: "I just no longer have tracking when I go to "Activity Stream."", it seems to me that you may be referring to the activity feed.

Could you please share a screenshot (without confidential data) to better understand where the tracking data is missing?

I can see on this article "View sales notifications in the activity feed" that "users without an assigned seat and accounts with free tools can receive up to 200 sales activity notifications per month. If the monthly limit is reached, you can send tracked emails and receive real-time notifications, but your activity feed will not show notifications (they'll be blurred) until the count resets on the first calendar day of the next month.".

Also, please review on this article "Track and log emails with the HubSpot Sales Office 365 add-in" the requirements, limitations and considerations.

I'd recommend as well, reading thoroughly through the article that @trevordjones shared: "Understand HubSpot email tracking and logging" it might help.

Let's consult with our Top Experts: Hi @karstenkoehler, @danmoyle and @trevordjones do you have additional suggestions to help @MarineG, please?

Have a great day and thanks so much!
Bérangère

[MarineG]

Hello and thank you very much for your feedback.
Yes I was referring to the activity feed.
I didn't do anything special, but email open tracking has been working again for the past three days.
Best regards, Marine