Open rate = 0

  • Resolved throughthelineltd

    (@throughthelineltd)


    1 year, 1 month ago

    Hi, we used to see the “open rate” of our “New post Published” emails, but now they are always zero – yet we know people are opening, clicking and commenting ?

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)
  • Anupam Khatua

    (@anupamkhatua)

    1 year, 1 month ago

    Hi @throughthelineltd,

    Thank you for reaching out to us!

    it seems that the emails are being sent but not tracked. This issue is related to open tracking and may occur if open tracking is not enabled in the campaign.

    Could you please check on your end and confirm whether open tracking is enabled in the campaign? If tracking is disabled, please enable open tracking when sending a new campaign and see if it works.

    1) Main tracking: Navigate to Express > Settings > General > Track opens. Is it enabled?

    2) Check within the campaign: Go to Campaign > Edit > Scroll down. Was the tracking option enabled?

    Here is the screenshot for your reference.

    image.png

    Note: The above solution applies only to new campaigns. For already sent campaigns, it is not possible to track opens.

    Could you also let us know which version of the plugin you are currently using?

    Waiting for your input!

    Thread Starter throughthelineltd

    (@throughthelineltd)

    1 year, 1 month ago

    Thank you. Version 5.7.59 and tracking is on.

    It worked on a mail sent Feb 2023, then when the next one was sent in August 2024, it didn’t and hasn’t since.

    Note we use the same “campaign” to announce a new blog post – is that the issue ?

    I’ve just noticed that when running the campaign there is an option in there to Track opens, which seems to default to “no” – and maybe we’ve been missing that ?

    Anupam Khatua

    (@anupamkhatua)

    1 year, 1 month ago

    Hi @throughthelineltd,

    Thank you for your response!

    The issue is that if you do not enable open tracking in the campaign, the open tracking will show as zero. Could you please let us know if open tracking is working in the next campaign?

    I look forward to your feedback!

    Anupam Khatua

    (@anupamkhatua)

    1 year, 1 month ago

    Hi @throughthelineltd,

    Since we haven’t received a response in a while, I’m closing this thread for now. Please feel free to reopen it if you still have any issues or questions related to the plugin.

    Also if you have any other queries, you can open a new thread from here. We will be happy to assist you further.

    Thank you!

Viewing 4 replies - 1 through 4 (of 4 total)

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