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Why is my email not being tracked?

The most common reasons are that your company has not switched tracking on (only its owner or an administrator can, after accepting the Message Tracking Terms) or that the recipient has no recorded consent for your company: without one, HawkOpen sends an ordinary email. The email may also not have gone through HawkOpen, for example with the extension off or with several recipients. On the Free plan links stop being tracked after 10 emails a month, but opens are still tracked.

Checked:

HawkOpen can only track an email to which it added its own tracking image and links before sending. That happens when you send from Gmail, Outlook on the web or Yahoo Mail with the extension switched on and signed in, from the HawkOpen dashboard, or in a campaign. An email written in another app, for example the mail app on your phone, has no tracking elements, so HawkOpen never sees it.

Tracking is off for every company until its owner or an administrator switches it on, either for every message or only for the messages and campaigns where the sender switches it on. Even then HawkOpen tracks a recipient only when a consent of that person for your company is recorded, separately for opens and for links; without it, the copy has no tracking image and no tracked links.

Then check: the extension is installed and connected; you have accepted the current contract documents (the data processing agreement and the Message Tracking Terms); the tracking switch was on for that email; the email had one recipient (for several people, send from the dashboard or a campaign so each person gets a separate email); tracking was not switched off for that message or campaign; the recipient is not excluded by your own rules and has not refused tracking.

An open is recorded only when the recipient’s mail app loads images. Some mail services load images through their own proxy; HawkOpen records those too, with a label that says so, rather than as human activity.

Related questions

More in this topic

  • How do I install the HawkOpen extension in Chrome?

    Add the HawkOpen extension to Chrome, pin it to the toolbar and sign in to your HawkOpen account in it. Then open Gmail, Outlook on the web or Yahoo Mail and write a new email: the extension adds a tracking switch to it.

  • Is there a HawkOpen extension for Firefox, and which version do I need?

    Yes. HawkOpen has a separate Firefox version that needs Firefox 109 or later. Once added and signed in, it works like the Chrome version in Gmail, Outlook on the web and Yahoo Mail.

  • Is the HawkOpen extension in the Chrome Web Store or Firefox Add-ons?

    Not yet. HawkOpen is in a controlled launch, and its site does not link to a store page for Chrome or Firefox. Until it does, you can send tracked emails from the HawkOpen dashboard through your connected mailbox, without the extension.

  • Does the HawkOpen extension work in Edge, Brave and Opera?

    The Chrome version of the extension is meant for them too, because Edge, Brave and Opera accept Chrome extensions. HawkOpen does not publish separate test results for each of these browsers.

  • Is there a HawkOpen extension for Safari?

    No. HawkOpen has extensions only for Chrome (also meant for Edge, Brave and Opera) and for Firefox. On a Mac you can use one of those browsers, or send tracked emails from the HawkOpen dashboard, which opens in Safari too.

  • How do I send a tracked email with the extension, and what about CC and BCC?

    Write the email in Gmail, Outlook on the web or Yahoo Mail to one recipient, leave the tracking switch on and send. With the extension a tracked email can have only one recipient, so CC and BCC are not tracked: for several people, send from the HawkOpen dashboard, where each address gets its own email.

  • Can I send tracked emails from the HawkOpen dashboard?

    Yes. Write the email in the dashboard, pick the connected mailbox it should go out from and add the recipients; each recipient gets a separate email, sent through your own mailbox; a recipient with a recorded consent for your company gets their own tracker, the others an ordinary email. This works with any connected mailbox, including one you otherwise use only in a desktop mail program.

  • Can I send a test email to myself to see how tracking works?

    Yes, if tracking is switched on for your company and a consent is recorded for the test address, for example through a consent form link you create for it and confirm yourself. Send it to a second address of yours at another provider, not to the same mailbox. Wait a few minutes, then open it with images shown and click a link: you will see each event with its category, and early opens by your provider’s proxy or scanner labelled as such.

  • Does tracking change how my email looks to the recipient?

    Only a little, and only in the copy of a recipient whose consent for your company is recorded. The tracking image is a 1×1 pixel nobody sees, and links still show the same text but lead through a HawkOpen address first. What the recipient does see is a short notice at the end, “This message contains HawkOpen tracking elements.”, with the link “Do not track my activity”; on the Free plan there is also a short HawkOpen line in the footer.

  • The HawkOpen extension does not show in Gmail. What should I check?

    Check that you use Chrome or Firefox 109 or later (or Edge, Brave or Opera), that the extension is switched on and signed in to your HawkOpen account, and reload the Gmail tab. The tracking switch appears when you start a new email, not in the inbox list.

  • Can I switch tracking off for a single email, or have it off by default?

    Yes. In the extension each new email has its own tracking switch, and in the extension options you choose whether new emails start with tracking on or off. In the HawkOpen dashboard each message and each campaign has its own switches for opens and for links. For the whole company tracking is off by default: only its owner or an administrator switches it on, for every message or only for those where the sender switches it on.

  • Can I track plain-text emails, or do they have to be HTML?

    Tracking needs an HTML email. The open signal is a tiny image, and a plain-text email cannot carry an image; links are tracked only when they are real links in HTML. In a plain-text email neither works, but a reply is still a reply.

  • Is there a HawkOpen status page or uptime guarantee?

    No. HawkOpen is in a controlled launch and has not published a status page or a service level (uptime) guarantee. Its terms say that service levels still have to be set before production sales.

  • How can I contact HawkOpen, and how fast is support?

    The operator of HawkOpen, TriStiX S.L., and its contact details are listed on the Terms / Imprint page linked at the bottom of the site. HawkOpen has not published support hours or a promised response time.

  • Is HawkOpen available in my country?

    HawkOpen has not published a list of countries. The site is in seven languages, prices are shown in euros and US dollars, and the operator is TriStiX S.L. in Spain. HawkOpen is in a controlled launch, so not every provider or feature is offered in production yet.

  • Is HawkOpen publicly launched, or still in a controlled launch?

    It is still in a controlled launch. Some steps remain before a full public launch, among them the file-scanning service that PDF, video and signature uploads need, and an independent security assessment. HawkOpen has not published a roadmap with dates.

  • Which languages does HawkOpen support?

    The website is in seven languages: English, Polish, German, Spanish, French, Portuguese and Italian. The app itself is in five of them: English, Polish, German, Spanish and French. The tracking notice in your emails and the pages for recipients are in all seven.

  • Is HawkOpen open source, or can I host it myself?

    No to both. HawkOpen’s code is not published as open source, and HawkOpen is offered only as a hosted service with the Free, Pro and Business plans; there is no version to install on your own server.

  • Is the HawkOpen website and dashboard accessible?

    HawkOpen has not published an accessibility statement or an audit against WCAG, so it makes no conformance claim. The public pages have basics such as a link that skips straight to the main content and a language set for each page.

  • Does tracking slow down sending my emails?

    Only by a moment. Before an email leaves, the extension asks HawkOpen to prepare it for that one recipient (with a tiny image and tracked links when that recipient is to be tracked), which usually takes a short moment. HawkOpen has not published speed measurements.

  • How is the HawkOpen extension updated?

    Extensions installed from the Chrome Web Store or Firefox Add-ons are updated by the browser automatically. HawkOpen is not listed in those stores yet, and it has not published an update schedule.

  • Can I track emails with large attachments, and are there size limits?

    HawkOpen tracks the email, not the attachment. With the extension you attach files in Gmail, Outlook or Yahoo as usual, and your provider’s size limits apply. Emails sent from the HawkOpen dashboard or in a campaign cannot carry file attachments at all; share a link instead.

  • Why do opens and clicks show up late?

    An open is recorded only when the recipient’s mail app loads the image, which can be long after the email arrived. Some providers load images through their own proxy at their own moment, and Apple Mail may load them in advance, so timing is not always the reading time. HawkOpen has not published a processing time.

  • Does the HawkOpen extension conflict with other Gmail extensions?

    It can happen. HawkOpen has not published a list of conflicting extensions, but other extensions that change Gmail’s writing window can hide or move the tracking switch. Switch them off one by one and reload Gmail to find the cause.

  • Can I track emails I sent before I installed HawkOpen?

    No. Tracking is added to an email when it is sent: a tiny image and tracked links made for that recipient. An email that already left without them cannot be tracked afterwards, by HawkOpen or by any other tool.

  • Can I use HawkOpen on a different computer?

    Yes. Your tracked emails and settings live in your HawkOpen account, not on the computer. On the other computer, add the extension to Chrome or Firefox and sign in, or simply open the HawkOpen dashboard in a browser.

  • Does tracking work if Conversation View is turned off in Gmail?

    The tracking itself does not depend on it: it is added to each email when you send it, and the results are in your HawkOpen history however Gmail groups your messages. HawkOpen has not published tests of how its marks in the Gmail message list look with Conversation View off.

  • Can I add the HawkOpen dashboard to my phone’s home screen?

    Yes, as a shortcut. HawkOpen has no phone app, but its dashboard is a website: open it in your phone’s browser and use the browser’s menu to add it to the home screen. Sending tracked emails from your phone’s own mail app is not possible.

  • Can I schedule tracked emails to send later?

    Yes, on the Pro and Business plans. Write the email in the HawkOpen dashboard, choose the date and time, and HawkOpen sends it then through your connected mailbox, with tracking for the recipients whose consent for your company is recorded, if your company has switched tracking on. The browser extension sends immediately and does not schedule.

  • Can I cancel or edit a scheduled email before it is sent?

    Not for a single scheduled email: HawkOpen has no button to cancel or edit one once it is scheduled. Campaigns are different and can be paused, resumed or cancelled while they run.

  • Can I schedule the same email to repeat every day or week?

    No. HawkOpen sends a scheduled email once, at the time you chose, and a campaign is a one-time batch. There is no repeating schedule; for a regular email, schedule each one separately.

  • Why does my delayed or scheduled email stay in the Outbox?

    In the Outlook desktop app, “Delay delivery” keeps the email in your Outbox and sends it only if Outlook is open and online at that time. A scheduled email in HawkOpen does not depend on your computer: it is sent from HawkOpen’s servers through your connected mailbox.

  • How many email templates can I save, and can I share them or use variables?

    The Free plan saves up to 3 templates; Pro and Business have no limit. A template holds a name, a subject and the email text. Templates are personal, so teammates do not see yours. In emails sent from the HawkOpen dashboard and in campaigns, HawkOpen fills in the recipient’s name and company and your sender name; it does not fill in other variables.

  • Is there a free email signature generator, and how do I add the signature to Gmail or Outlook?

    Yes. HawkOpen’s site has a free signature generator, with no sign-up: you fill in your details, see a live preview and copy the result into the signature settings of Gmail, Outlook or another mail program. It runs in your browser and does not send what you type to HawkOpen.

  • Does tracking work in Gmail confidential mode?

    HawkOpen has not tested Gmail confidential mode and does not promise that tracking works there. In that mode Gmail controls how the message is shown, and recipients outside Gmail open it through a Google link, so send a normal email if tracking matters.

  • Can HawkOpen translate my email drafts?

    Only in a limited way. HawkOpen’s inbox has a function that translates a draft, but it works only where a translation service has been set up, and it is not part of the plan descriptions, so it may not be available in your account.

  • What happens to tracking if I use Undo Send in Gmail?

    If you undo the send in time, the email never leaves, so there is nothing to open and no events are recorded. HawkOpen may still list it as prepared, because it prepared the tracking before Gmail held the email back; prepared does not mean sent.

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