Troubleshooting: Email Delivery or Email Viewed Tracking Not Working

Email delivery and view tracking can sometimes look inaccurate. These issues come down to how mail servers handle incoming messages and how email clients load content, which affects both email delivered and emailed viewed reporting metrics.  It’s common to see situations where the email shows as successfully delivered even though it never reached the inbox, or where a user claims to have opened an email but no view event appears in the platform. The sections below explain why these tracking indicators aren’t always precise and what metrics are reliable vs indicative.

Why isn't email delivery tracking always accurate?

The "Email Delivered" status indicates whether the email was successfully sent from our servers or through your chosen sending method. It confirms that the message was dispatched, but not necessarily that it landed in the recipient’s inbox.

If allow listing is not correctly configured, especially in environments with strict filtering or quarantine policies, emails may be blocked or silently dropped after being sent. This means a campaign email can show as “delivered” even though it never reached the user’s mailbox. Because of this, the delivery status should be treated as a confirmation of sending, not of inbox placement.

Why isn't email view tracking accurate?

Email view tracking is performed through use of tracking pixels (images) that are embedded into each simulated phishing email. When a user views an email and downloads/views the images within it, our servers are contacted and notify us of the view event. The issue is that some email clients (e.g. Outlook) don't download images by default for external senders. Because of this, if a user views an email but doesn't download/view the images within it, we won't be notified of the view event. Because of this, the email view statistic isn't 100% accurate, and should only ever be treated as informational in nature.