Tracking not working or results look wrong

The message was not tracked

Confirm the extension was authorized, the compose controls were visible, tracking was on before Send, and the message used HTML/rich text. Plain-text mail cannot embed the image. If the provider UI changed or the extension was installed after the compose window opened, refresh webmail and create a new compose.

Check Connected devices for the installation and Latest activity for message registration. A Yahoo message requires the extension; a Yahoo mailbox cannot be made trackable by adding a Gmail/Outlook connection.

Sent but no open

No open can mean the person did not open it, remote images were blocked, a cache suppressed another request, the tracking element was stripped, or the event has not yet processed. It is not proof of non-delivery. A click or reply may still arrive.

Ask the recipient to load images only in a controlled test account—do not pressure real recipients to weaken privacy settings.

Delayed or changing counts

Classification/enrichment can complete after fast event ingestion, and provider sync can lag. A request initially shown as uncertain can later receive stronger classification. Caches also make repeat-open timing uneven.

Unexpected city, device, or client

Open the event reason. Gmail/Apple proxies, corporate gateways, VPNs, scanners, and browser privacy can replace the recipient's network/client details. The displayed location belongs to the observed request and should be unavailable or qualified when the evidence is proxy-derived.

A group email does not name the opener

That is expected for one ordinary multi-recipient message. One shared tracker cannot identify which person fetched it. Use a campaign/individual sends when recipient-level attribution is required.

Too many opens

Review Signal quality rather than Total signals. Privacy preloads, scanners, self previews, forwarded messages, and repeated client requests can create raw activity. Likely-open KPIs exclude known non-human classes.