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 Tracking Is Enabled
Go to your campaign's Options section
Scroll to tracking settings
Ensure "Open tracking" is enabled.
When your open rate exceeds 100%, Instantly displays a dash ("-") instead of showing the inflated percentage.
Step 2: Check Delivery Optimization Setting
Delivery Optimization disables open tracking to improve deliverability.
Go to campaign's Options section
Look for "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
Step 3: Check Advanced Deliverability Settings
Global settings override campaign tracking settings:
Always send first email as text-only
Removes HTML and tracking pixels from Step 1 emails across all campaigns
Disable it to track opens for Step 1
Disable Open Tracking
Global setting that turns off open tracking across all campaigns
Disable it to track opens
Step 4: 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 at the top of Analytics
Note what time range is currently selected
Click the Date filter dropdown
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 5: Open Rate Over 100%
When your open rate exceeds 100%, Instantly displays a dash ("-") instead of showing the inflated percentage.
Open rate calculation:
Open Rate = (Number of opens) ÷ (Number of "Sequences started")
Only Step 1 emails count as "Sequences started"
But opens from all steps count toward total opens
Leads who open multiple follow-up emails push rate above 100%
Step 6: Verify Leads Have Actually Opened
It's possible that none of the leads have opened your emails yet.
Campaign just launched:
Emails recently sent
Not enough time for opens yet
Wait 24-48 hours
Emails landing in spam:
Low deliverability
Insufficient warmup period
Opens won't register if in spam folder
Check inbox placement
Low engagement:
Subject line not compelling
Wrong target 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
Custom Tracking Domain
A custom tracking domain is not required for open tracking. However, we strongly recommend using one to improve deliverability, protect your sender reputation, and ensure more reliable open and click tracking. For setup instructions, please see here.
