Tracking data is not available for this email with Outlook for Mac

[SHo6]

Hi there,

I'm a new user of Hubspot. I'm running Mac OS 13.0.1 using Outlook for Mac.

I've installed Hubspot Sales Add-on in M365, and HubSpot Sales is pinned. Both Tack email opens and clicks are turned on. 

As far as I can see, the logging emails function is working. However, the tracking is not working, and I can work out why it's not 😞

Any help would be much appreciated. 

[WVanBalen]

Hi,

any update on this?

Using Outlook for Mac version 16.72 here and I have the same issue.

When I use the old look of outlook v16.72, tracking works... using the new look of outlook v16.72, tracking doesn't work.

But I prefer the new look, because that version also has additional functionalities.

Wim

[kvlschaefer]

Hi @WVanBalen,

Thanks for reaching out!

I would recommend going through the troubleshooting steps and reviewing the help article @Syeda_Fatima suggested.

If your emails meet the tracking requirements, I would encourage you to connect with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.

Best,

Kristen

[Syeda_Fatima]

Hi @SHo6, First, make sure that you are connected to HubSpot Sales Add-on in your Outlook for Mac.

To do is to make sure that tracking is enabled in your HubSpot Sales settings. To do this, go to the Sales Add-on settings in your Outlook account.

From there, make sure that "Track email opens and clicks" is enabled. If tracking is enabled and you are still not seeing tracking data, there may be a few different causes.

First, make sure that the emails you are sending are sent from your HubSpot Sales email address. If they are not, HubSpot will not be able to track them.

In addition, make sure that the emails you are sending are not marked as "Spam" or "Junk" by the recipient. If an email is marked as such, it will not be tracked.

Finally, if you are still having trouble, it may be worth reaching out to the HubSpot Support team or refer the attached guidance: https://knowledge.hubspot.com/email-tracking/track-and-log-emails-with-the-hubspot-sales-office-365-...

This can provide help you troubleshoot the issue.

[SHo6]

Hi Syeda,

Thanks for your reply and I have checked the following:

1. Tracking is enabled in the Hubspot Sales setting. Also it is enabled with in the New Message window.

2. My email address is the same as my Hubspot Sales email.

3. I've read the support article but haven't found it too useful.

I'll try reaching out the support on this.

Thank you so much.

[Syeda_Fatima]

Hey @SHo6, Try once after redoing all the steps. It might facing some cache/cookies issues.

- Do disable log and track email, and flush the cache. then retry by enabling the same log and track email.

- Same as do disable your email address and try once after reconnecting your sales email with HubSpot.

After doing all this, if you persist with the same issue, then the HubSpot backend team will only be the last option to resolve this issue.