Frequently asked questions and support

Can I track plain-text email?

No. A plain-text MIME body cannot contain the remote HTML image or rewritten HTML links required for open/link tracking. Use rich-text/HTML compose.

Does “likely opened” mean the person read it?

No. It means the observed evidence is consistent with a human open. It does not prove comprehension, identity, or legal receipt.

Can I see exactly who opened a group email?

Not from one normal message containing one shared pixel. Use individualized campaign deliveries for recipient-scoped tracking.

Why does Gmail/Apple hide location or device?

Their privacy/image infrastructure can fetch content on the recipient's behalf. Elite separates these signals and does not claim the proxy's location is the reader's.

Does link tracking count security scanners?

Raw scanner requests can be retained as evidence, but known automated activity is classified separately and excluded from likely-human click KPIs.

What happens when someone forwards a tracked email or link?

The forwarded copy can load the same tracker or share URL, so activity may remain associated with the original delivery unless the workflow requires recipient authentication. Do not over-attribute forwarded activity.

Is Yahoo supported?

Yahoo Mail web is supported through the browser extension. There is no direct Yahoo inbox connection like Google/Microsoft, so provider-synced analytics and campaign sending have different availability.

Are native mobile apps supported?

Native mobile parity is not currently a finished production promise. Use the responsive dashboard and documented add-on surfaces where available; see the mobile support guide.

Does uninstalling cancel billing or delete data?

No. Cancel through Billing and use Privacy/account controls for export or deletion. Revoke devices and disconnect providers separately.

Is an electronic signature legally binding?

It can support a binding agreement, but enforceability depends on law, intent, consent, identity, authentication, and the transaction. Use legal advice and stronger identity controls for high-risk documents.

How do I get help?

Open Launch readiness & support from the dashboard. Choose Setup, Billing, Deliverability, Tracking, Integrations, Security, or Other; select Normal, High, or Urgent; and describe expected result, actual result, and steps to reproduce.

Include browser/version, provider, extension version, approximate time and time zone, affected feature, and non-sensitive IDs/screenshots. Do not include passwords, session cookies, OAuth tokens, MCP confirmation tokens, full card data, or confidential email/document content unless support explicitly provides a secure approved channel.