If open tracking isn't working or open rates aren't showing in your campaign analytics, follow this step-by-step troubleshooting guide.
Step 1: Check Open Tracking Is Enabled
Open tracking setting in the campaign
Open your target campaign
Go to the Settings -> Advanced settings -> Basic deliverability
Enable 'Open tracking'
Delivery Optimization setting in the campaign
Delivery Optimization disables open tracking to improve deliverability.
Go to the campaign's Settings -> Advanced settings -> Basic Deliverability -> Delivery Optimization
Send emails as text-only(no HTML): Disable it to track opens for all steps. When enabled, this sends all emails as plain text, and opens won't be tracked for all steps in the campaign
Send first email as text-only: Disable it to track opens for Step 1. When enabled, this sends the first email as plain text, and opens won't be tracked for Step 1
Advanced Deliverability settings in the workspace
Global settings override campaign's open tracking setting:
Go to Advanced Deliverability settings
Always send first email as text-only
Removes HTML and tracking pixels from Step 1 emails across all campaigns
Ensure it's disabled to track opens for Step 1
Disable Open Tracking
Global setting that turns off open tracking across all campaigns
Ensure it's disabled to track opens
Step 2: Check Time Range
Analytics may appear empty or incomplete because you're viewing a narrow time range that doesn't include open activity.
Look at the Date filter in the Analytics section
Note what time range is currently selected
Select a longer period: Last 3/6/12 months
Example:
Campaign launched February 1st
Viewing analytics for "Last 7 days" on March 10th
February data won't show - extend range to "Last 3 months"
Step 3: Verify Leads Have Actually Opened
It's possible that none of the leads have opened your emails yet.
Campaign just launched: Emails were just sent. Wait 24–48 hours for opens to register.
Emails landing in spam: Opens won't register if in spam folder. Learn how to improve deliverability ->
Low engagement: The subject line isn't compelling, or you're targeting the wrong audience
Check if leads opened your email:
Go to the Campaign - Leads tab
Click the 'Filter' button
Select 'Email opened, No reply' status
View results
If no results appear, no leads have opened yet
If results appear:
Leads have opened emails
Opens should show in analytics
Step 4: Enable Custom Tracking Domain
A custom tracking domain is not required for open tracking. However, we strongly recommend enabling custom tracking domain to improve deliverability, protect your sender reputation, and ensure more reliable open and click tracking.
