62 ARTICLES · Frequently asked questions
Frequently asked questions
Step-by-step guides and clear answers for the details that matter.
- Exclude a recipient from tracking
Turn tracking off before a one-off send and use the recipient permission register for an ongoing preference. Strict consent mode prevents new trackers when any recipient lacks active permission; contact suppression also affects outreach eligibility.
2 min read - Can upgrading reveal older tracking activity?
An upgrade can expose retained detail where the data exists and entitlement permits it. It cannot recover deleted/expired records, identify an anonymous group event, or create events from emails that never contained tracking.
2 min read - Resubscribe after a subscription expires
Use current Pricing or the account's available billing route to restore a plan. Sign in with the intended account and confirm the resulting status; past retained data still follows the retention policy.
2 min read - Does reconnecting Gmail erase my tracking history?
Reauthorizing the same verified Elite account does not by itself delete retained tracking records. Reconnection changes future provider access; a different account, deletion, or retention expiry can change what history you see.
2 min read - Why a PDF viewer appears anonymous
A generic or forwarded share link does not reliably prove a viewer's identity. Treat unknown identity as unknown and use recipient-specific or stronger authenticated access where the workflow and risk require it.
2 min read - Why renewal asks for updated payment information
The payment provider may need a current card or authentication before renewal succeeds. Review the authenticated billing portal and subscription status; never submit payment information through an unexpected support message.
2 min read - Does a branded domain cover opens and PDF links?
A verified domain applies only to the routes the current product supports for that domain. Check the actual issued link and tracking settings; a branded link domain does not automatically move every image or document route to that hostname.
2 min read - Change unsubscribed to subscribed
Record valid new permission before restoring eligibility. Review the original withdrawal, permission evidence, contact suppression, and queued campaigns; do not re-subscribe merely to bypass a blocked send.
2 min read - Tracking messages sent to a Google Group
A group address may redistribute or modify the message, and one shared tracker cannot identify individual group members. Use eligible direct recipients with separate deliveries when named attribution is required.
2 min read - Campaign messages appear in Trash
Inspect the exact mailbox, message, labels/rules, and connected automation. Do not assume moving sent mail to Trash is normal Elite behavior; share a reproducible example with support without resending the campaign.
2 min read - What is a soft bounce?
A soft bounce is a temporary delivery failure such as a provider limit or temporary destination problem. Read the provider result and recovery condition; it differs from a permanent address rejection or an unsubscribe.
2 min read - Email someone who opted out of tracking
Respect the tracking preference and turn measurement off through the applicable permission/message controls. Separately confirm that the person is eligible for the type of email; disabling tracking does not undo a commercial unsubscribe.
2 min read - Move a subscription to another account
A sender alias or provider connection is not a billing-owner transfer. Contact support with the current and intended verified account identities and request an account/entitlement review instead of assuming automatic transfer.
2 min read - Does resubscribing restore old detailed history?
Only data that still exists within retention and is visible to the entitled account can be shown again. Resubscribing cannot reconstruct deleted events, expired network details, or previously unobserved opens.
2 min read - Manually mark a contact as unsubscribed
Use the contact's suppression/unsubscribe controls and record any withdrawn tracking permission as appropriate. Check pending outreach so the updated preference is respected across future work.
2 min read - Change the language of notifications
Set the supported account language and let the active installation sync. Notification language follows the current supported template/account behavior; previously generated emails will keep their original text.
2 min read - Find the tracking record for an older email
Search Email tracking by subject or recipient and choose a date range that includes the send. Confirm the account/team scope and retention; an email sent without a tracker has no historical open record to retrieve.
2 min read - A campaign is blocked after too many bounces
Stop sending and review the provider/account error, audience source, invalid addresses, authentication, and unwanted-mail risk. Clean the eligible list and request review if the block remains; do not bypass it with duplicate campaigns.
2 min read - Clicks appear automatically just after sending
Security gateways may visit every link immediately. Inspect the click classification; known scanner traffic should remain separate from likely-human clicks and should not drive a personal follow-up by itself.
2 min read - Gmail reaches its sending limit during a campaign
Review which recipients completed and which are blocked or pending. Wait for the provider to permit sending again and use the supported retry/resume path rather than recreating all deliveries.
2 min read - My own reply preview appears as an open
Sender detection is a classification based on available evidence, and a forwarded or cached message can be ambiguous. Inspect the label/reason and test from a separate mailbox before interpreting the event as recipient activity.
2 min read - Branded email signatures and unsubscribe links
A visual signature is separate from campaign compliance. Edit your signature in Email signatures, and preserve the required opt-out, sender identity, and postal-address context for commercial outreach.
2 min read - Does tracking work with Gmail confidential mode?
Confidential or encrypted delivery can change the content and strip external images or links. Do not assume ordinary pixel tracking works; use the provider's actual supported flow and independent acknowledgment where needed.
2 min read - Use Elite with delegated Gmail accounts
Gmail delegation does not automatically authorize Elite to read or send as the delegated identity. Verify administrator policy, the exact connected provider account, and sender authorization before using provider-backed work.
2 min read - Extension, Gmail add-on, and Outlook add-in: the differences
The browser extension adds controls to supported web inboxes. A Gmail add-on and an Outlook add-in are separate provider surfaces with their own installation, permissions, release availability, and supported actions.
2 min read - Track document views rather than attachment downloads
Share a controlled document link to measure supported viewer activity. A normal file attachment opened locally does not contact the Elite viewer and cannot provide the same page-level evidence.
2 min read - Track an email sent to several people
A normal group send shares a tracking body and has group attribution. To know which eligible recipient's token generated an event, use separate individualized campaign deliveries.
2 min read - Remove or edit a branded email signature
Review Email signatures, the message's inserted footer, and your plan's available controls. Visual branding is separate from tracking and commercial unsubscribe requirements; do not remove compliance information just to make the footer shorter.
2 min read - Uninstall Elite from Chrome
Use Chrome's extension manager to remove the installation in the correct profile. Review account access, previously issued links, billing, and data separately if you also want those to change.
2 min read - Turn off email tracking by default
Use the account/team Disabled compliance mode to block new trackers, or the per-message compose controls for individual sends. Do not assume that hiding indicators is the same as disabling collection.
2 min read - Can I track a plain-text email?
A plain-text message cannot contain the remote HTML image used for open tracking or the same rewritten HTML-link behavior. Use rich text for those features, or keep the message plain text with tracking disabled.
2 min read - Campaign sending limits and restrictions
Elite sending is subject to your current plan, provider connection, Gmail/Microsoft quotas, recipient eligibility, and policy checks. A paid plan does not remove provider limits or suppression.
2 min read - How accurate is email tracking?
Tracking observes network evidence and classifies it; it does not establish reading. Image blocking can hide human opens, while privacy systems and scanners create automated requests. Interpret the event label and confidence, not just a count.
2 min read - Disable Elite for one email account
Review that account's authorized installation, provider connection, and tracking controls. Disconnecting one mailbox stops its future provider-backed work but does not delete retained history or change every installation automatically.
2 min read - Can I track emails sent before installation?
No tracker can retroactively insert a pixel into a message that was already sent. You can inspect older records only when they were tracked at send time and remain available to your account.
2 min read - Elite appears more than once in Google connections
Separate clients or integration surfaces can produce separate grants. Review each application's identity and scope, then remove the unused grant through the provider's normal controls instead of guessing that every duplicate is harmful.
2 min read - Move notification emails into Gmail's Primary tab
Use Gmail's own category/filter controls for notification messages. Elite's alert rule controls whether an email is generated; Gmail controls the folder/category where it appears.
2 min read - Tracking emails sent later
Set tracking in the supported compose/scheduling flow before the message is queued, then verify the actual registered send. Provider-native schedules created outside that flow are not automatically guaranteed to be tracked.
2 min read - Use Elite on another computer
Install the official extension in the new computer's browser and authorize the same Elite account. Each installation is a separate device; revoke old devices that you no longer use.
2 min read - Can a forwarded email create tracking activity?
A forwarded copy can preserve a tracker or tracked link, so a request may come from someone other than the original recipient. Treat the event's identity and group context carefully; forwarding is not authenticated recipient proof.
2 min read - Is Safari supported?
The documented desktop extension routes are Chrome, Edge, and Firefox. Safari can use supported web dashboard tasks, but do not assume it has the same installed extension or inbox-injection experience.
2 min read - Track email sent from an alias
Verify that the provider permits the From address and complete Elite's sender-alias verification for provider-backed work. The active account and connected mailbox remain distinct from the alias shown to a recipient.
2 min read - Change your reporting time zone
Set the account's time zone in Account settings and review reports and pending scheduled items afterward. Changing the display zone does not change historical event instants.
2 min read - Report an unwanted tracked email
Use your mail client's report/block tools and the published Elite privacy/support route. Identify the sender/message and requested outcome without forwarding unrelated private mail or credentials.
2 min read - Can Elite tell whether an email went to spam?
Open tracking does not reveal a recipient's mailbox folder. Deliverability preflight surfaces configuration/content risks, but it cannot guarantee placement or infer Spam from a missing open.
2 min read - Update the extension
Use the official marketplace or approved deployment/update path for your browser and current installation. Reload the inbox after updating and check that the extension remains connected.
2 min read - One subscription and multiple email addresses
Subscription identity, connected mailboxes, sender aliases, and team seats are distinct. Check your live plan and supported mailbox/account scope before assuming one purchase covers several independent Elite logins.
2 min read - Is there a limit to tracked sends?
Consult current Pricing and your mail provider's quota/policy. Tracking entitlement and provider send acceptance are separate; neither implies unlimited sending through a connected mailbox.
2 min read - Google Advanced Protection and Elite
Advanced Protection and organization policy can restrict third-party access. Review the authorization result and the integration's required scopes; do not weaken account protections to force an unsupported connection.
2 min read - Make an alias the main subscription address
Verifying a sender alias does not change the account or billing owner. Ask support for a verified account-identity review if your login/subscription identity needs to move.
2 min read - Tracking with Gmail Conversation View off
Conversation View changes message presentation, not whether an existing tracker can receive a request. Verify compose insertion and indicators in that layout; use the dashboard evidence if a provider layout is not supported.
2 min read - Tracking with Gmail's reading pane
A reading pane changes the visible thread and may load remote content. Inspect event classifications and test the actual layout for indicator placement rather than treating every preview as a new human open.
2 min read - Use Elite alongside Ghostery
Privacy extensions can block trackers, service requests, or injected controls. Test the exact browser/provider combination and keep the privacy policy you want; no blanket compatibility claim applies to every Ghostery configuration.
2 min read - Use Elite alongside Privacy Badger
Privacy Badger may block requests that tracking depends on. Review the affected action and exact site rule, use a controlled test, and report the combination without assuming a universal compatibility setting.
2 min read - The difference between an open and a click
An open signal begins with a tracking-image request; a click signal begins with a tracked-link request. Both need classification. A likely-human click can imply message access even when there was no direct human pixel fetch.
2 min read - Encrypted email and Virtru compatibility
Encryption can transform content or keep images/redirects outside the supported tracking flow. Preserve your security requirements and verify the actual output; ordinary extension injection is not a guarantee of Virtru compatibility.
2 min read - Turn tracking off for one email
Disable the message's tracking controls before sending. For an already registered message, use Stop tracking in Workflows to block future collection; existing history needs a separate data action.
2 min read - Delete tracking data for selected messages
Use only the deletion/privacy actions available for your role and scope, or request support review for a precise deletion need. Stop tracking blocks future events and is not the same as erasing previously collected data.
2 min read - Reinstall the desktop extension
Install through the official browser route, authorize the intended Elite account, and reload the web inbox. Reinstallation does not reconstruct untracked messages or bypass retention on old records.
2 min read - Use Elite in an incognito or private window
Browser extensions are often disabled in private windows unless you explicitly allow them. Check your browser's normal permission controls and test the integration; private-mode storage/permission limits can prevent the usual flow.
2 min read - Use Elite with an ad blocker
An ad blocker's filter rules can affect service requests, tracking images, or inbox overlays. Test the exact configuration and preserve the protection you need; a recipient's blocker can legitimately prevent an observable open.
2 min read - Can I install Elite in Opera?
Opera is not one of Elite's documented extension support routes. A Chromium compatibility path is not a guarantee; use Chrome, Edge, or Firefox for the supported desktop experience.
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