Emails can sometimes be sent without tracking even if Mailsuite is configured and enabled in your email account. This is usually caused by :
- the tracking being disabled for that particular email (or the email being sent in plain text mode).
- the email was sent before installing Mailsuite
- the email was sent from your mobile device without the add-on being installed. Installing the add-on will allow sending tracked mails from your mobile
- the email was sent from a device or browser where Mailsuite isn’t installed or enabled. Mailsuite relies on the browser extension (or mobile app) to add tracking to your emails, so any device or browser without it enabled will send emails without tracking. If you send emails from more than one computer, make sure Mailsuite is installed and enabled in every Chrome browser you use. If you send emails from multiple mobile devices, make sure the Mailsuite mobile app is installed on each one.
If the email doesn't meet the aforementioned criteria, then there are a few ways you can troubleshoot to get things working again:
Refresh Gmail
Simply refreshing Gmail can solve issues with the check marks a lot of the time. If you’re viewing your inbox in a browser, simply refresh the page. If you’re viewing your inbox in the Gmail app, close the app completely and reopen it.
Delete the cookies for Mailsuite (Mailtrack)
Another possible issue causing Mailsuite’s check marks to not appear may be due to the cookies stored on your device. Here’s how to delete the cookies stored by Mailsuite:
1) In a new tab in Chrome, copy/paste chrome://settings/content/all, then press enter.
2) Search for mailsuite.com using the search option provided (as shown in the image below), then click on the trash can to delete the cookies for Mailsuite.
3) Once the cookies have successfully been deleted, open Gmail in a new tab, then send an email to test whether the tracking works again.
If you continue to experience issues, please feel free to contact the Mailsuite support team. You can find the correct contact information in the Help & Contact section of your Mailsuite dashboard.