❓FAQ

Frequently asked questions

Should I use Chrome Extension or Google Workspace add-on?

If you plan to use Mail Track for Gmail on your desktop, use the Chrome extension: the integration with Gmail provide a seamless user experience.

If you want to send tracked emails from your mobile, use the Google Workspace add-on (directly from the Gmail IOS or Android App).

In the end, these tools are connected, so you can use the two of them!

If any doubt start with the Chrome Extension

The add-on installation seems to be successful but I can't find the shortcut in my Gmail inbox?

This issue is affecting all Google Add-ons, it occurs when you have multiple accounts signed in under the same Google Chrome Profile.

An easy workaround is to open a private window, sign in to the Google account you want, and then proceed to the installation.

More details here

How to delete a tracker?

You can delete individual trackers directly from the Mail Track Chrome Extension.

To learn how, visit the full guide.

Can Mail Track exclude my own reads from tracking?

Mail Track reports an email as opened even if the sender opens it from their sent folder. We understand this can lead to confusion and inaccurate tracking results, and we are currently working on addressing this behavior to provide more precise data.

Does Mail Track show recipient location and device details?

Mail Track provides basic open tracking. It does not currently display recipient location or device type due to privacy and platform limitations.

How can I get an invoice or receipt for my subscription?

To view invoices directly from your Mail Track account, follow these steps.

I’m using a new email—how do I update my details?

You may send us an email at [email protected] with the following information:

• Current registered email address

• New email address

Can I request a refund?

Refund requests are applicable for transactions made within 30 days of the payment date. You may send your requests via email at [email protected].

How to upgrade/downgrade my premium subscription?

To update your subscription, follow these steps:

1. Visit the plan options page.

2. Choose your preferred billing cycle: Yearly, Quarterly, Monthly, or Lifetime.

3. Click Switch plan on the Premium plan.

4. Provide the necessary information to process payment.

5. Click Update subscription to submit.

If you go from a high-tier plan to a lower-tier plan (e.g. Yearly to Monthly), you will be credited the difference with your new subscription on your Mail Track account. This credit will be automatically used on your future invoices.

If you go from a low-tier plan to a higher-tier plan (e.g. Monthly to Quarterly), you will be charged the difference immediately.

Can I track individual recipients in group emails?

At the moment, Mail Track does not support individual recipient tracking in group emails. It tracks the first open, but cannot distinguish between recipients. Mail Track inserts a single tracking pixel per email. This means it can confirm that someone opened the message, but not who specifically did so in a group thread.

How to install the Mail Track browser extension?

You may download it here.

How to add the Invisible Tracker?

Via the Google Workspace Add-On:

1. Click the three-dot icon on your email composition window.

2. Select Insert tracking pixel.

1. Select Invisible tracker.

Via the browser extension:

1. Click the gear icon to go to Settings.

1. Toggle the Invisible tracker to enable it.

1. A pop-up notification will appear when you start composing your email via Gmail.

How do I update my credit card information on my account?

To update your payment method on file, follow these steps:

1. Navigate to your Mail Track Subscription page.

2. Scroll down to the Payment methods section.

3. Click the + Add payment method button and provide the necessary card information.

Once you have added the new payment method, you will be able to set it as your default for future payments.

How to change the timezone on my Mail Track account?

Via your Mail Track dashboard:

1. Go to your Settings page.

1. Select your preferred timezone from the dropdown menu under Timezone.

Via the Google Workspace Add-On:

1. Open the Mail Track Google Workspace Add-On from the sidebar panel.

1. Click the three-dot icon on the top right corner and select Settings.

1. Select your preferred timezone from the dropdown menu under Timezone.

Via the browser extension:

1. Click the gear icon to go to Settings.

1. Select your preferred timezone from the dropdown menu under Timezone.

How to check the status of my tracked emails?

To check the status of your sent emails, you can refer to this guide for detailed instructions: Get your email tracking report | Mail Track For Gmail Support.

Additionally, you may view them via your Feed page, Google Workspace-Add-On or browser extension.

I just sent my email, and the status says it has been read already. Why?

Here are some possible reasons why you might see an open count recorded in a short period:

• Email Provider Security Scans: Some email providers pre-load email content as part of their security measures to check for spam or phishing. This process can sometimes trigger our tracker, leading to an open being recorded. Unfortunately, this behavior is beyond our control.

• Sender Self-Opens: Mail Track reports an email as opened even if the sender opens it from their sent folder. We understand this can cause confusion and inaccurate tracking results, and we are actively working on addressing this to provide more precise data.

Immediate Recipient Receipt: In most cases, the email has been immediately received by the recipient.

How to uninstall Mail Track?

To remove Mail Track from your Google account, please follow these simple steps:

1. Navigate to your Google account permissions page.

2. In the Third-party apps with account access section, find Mail Track and click Remove Access.

Don't you find the response to your question? contact us