General troubleshooting
A message looks opened when the person says it was not
Elite support2 min readThe quick answer
An image request can come from privacy infrastructure or scanning before the person reads anything. Inspect the classification; even likely-human evidence remains a probabilistic signal rather than proof of reading.
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See it in action
Read the video transcript
In Latest activity, search for Atlas. Open Maya's message to inspect the individual report.
Check the recipient and timeline: one likely-human open, no clicks. You can download a certificate for this message.
Now open Elena's privacy-protected event. The privacy fetch stays separate from likely-human engagement.
Open Email tracking and change the report period to seven days. The report updates to the selected window.
Read open activity correctly
Find the tracked message
Open Email tracking and search by subject or recipient. Choose a date range that includes the send.
Inspect the event classification
Likely-human evidence is separate from privacy-protected image fetches, security scans, sender/self activity, and unknown requests.
Check delivery scope
A normal email with multiple recipients shares a tracker. Use individualized campaign deliveries when you need recipient-level attribution.
Use other evidence
A likely-human click may imply access when images are blocked. Replies come from a connected mailbox and are separate evidence.
IN YOUR WORKSPACE
What it looks like
The product report separates engagement and signal quality, using fictional example data.
- Report filters
Choose the period that includes the message you sent.
- Signal mix
Keep likely-human activity separate from privacy and automated signals.
- Tracked messages
Open a message row to inspect its individual event timeline.
