> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting email metrics

> Diagnose and resolve issues with email open rates, click tracking, bounce rates, and other email metrics in the HoopAI platform.

Accurate email metrics are essential for measuring campaign performance and optimizing your outreach. If your email metrics in the HoopAI platform seem inaccurate, missing, or unexpected, this guide walks you through the most common causes and how to fix them.

***

## Common email metric issues

### Open rates appear inflated or inaccurate

Email open tracking relies on a tiny invisible pixel loaded when the recipient opens the email. Several factors can cause inaccurate open rates:

* **Email security scanners** — Corporate email systems and security tools (such as Microsoft Defender or Barracuda) may pre-fetch email content, triggering the tracking pixel before the recipient actually opens the email.
* **Apple Mail Privacy Protection** — Apple Mail can pre-load tracking pixels for all emails, causing open rates to appear artificially high for Apple Mail users.
* **Image blocking** — If a recipient's email client blocks images by default, the tracking pixel never loads, and the open is not recorded.

<Info>
  Open rates should be treated as a directional metric rather than an exact count. Use them alongside click rates and reply rates for a more complete picture of engagement.
</Info>

### Click rates not registering

Click tracking works by routing links through a tracking URL before redirecting to the destination. If clicks are not being recorded:

<Steps>
  <Step title="Verify link tracking is enabled">
    Open your email template or campaign settings and confirm that **link tracking** is turned on. Some templates may have tracking disabled by default.
  </Step>

  <Step title="Check for plain-text links">
    Links pasted as plain text (rather than hyperlinked text) may not be wrapped with tracking URLs. Always use the link insertion tool in the email editor.
  </Step>

  <Step title="Inspect the link URL">
    Preview your email and hover over the links. Tracked links should route through a tracking domain rather than going directly to the destination URL.
  </Step>

  <Step title="Test with a real send">
    Send a test email to yourself and click the links. Check whether the clicks appear in the email metrics within a few minutes.
  </Step>
</Steps>

### Bounce rates are high

High bounce rates damage your sender reputation and reduce deliverability. Common causes include:

* **Invalid email addresses** — Contacts with typos or outdated email addresses will hard bounce.
* **Full mailboxes** — Soft bounces occur when a recipient's mailbox is full.
* **Domain issues** — Sending to domains that no longer exist causes hard bounces.
* **Blocked by recipient server** — Some mail servers block emails from unrecognized senders.

<Warning>
  If your bounce rate exceeds 5%, stop sending and clean your contact list before continuing. High bounce rates can get your sending domain blacklisted.
</Warning>

### Unsubscribe rates not appearing

If unsubscribe actions are not being tracked:

* Confirm that your emails include a working **unsubscribe link**
* Check that the unsubscribe link points to the HoopAI platform's built-in unsubscribe handler, not a custom page that bypasses tracking
* Verify that your email footer includes the required `{{unsubscribe_link}}` merge tag

***

## Diagnosing metric discrepancies

### Compare metrics across sources

If your email metrics in the HoopAI platform differ from what you see in your email provider or third-party analytics:

| Metric source                         | What it measures                                                                     |
| ------------------------------------- | ------------------------------------------------------------------------------------ |
| HoopAI platform                       | Opens, clicks, bounces, and unsubscribes based on tracking pixels and link redirects |
| Email provider (e.g., Gmail, Outlook) | Delivery confirmation only — does not report opens or clicks back to you             |
| Google Analytics                      | Website visits from email links (requires UTM parameters)                            |

<Tip>
  Add UTM parameters to your email links to cross-reference email click data with Google Analytics website traffic data.
</Tip>

### Check email sending logs

<Steps>
  <Step title="Navigate to email logs">
    Go to **Marketing > Emails** and select the campaign or email you want to investigate. Open the **Statistics** or **Activity** tab.
  </Step>

  <Step title="Filter by status">
    Filter the log by status (delivered, opened, clicked, bounced, failed) to isolate the specific issue.
  </Step>

  <Step title="Review individual contact activity">
    Click on a specific contact to see the detailed timeline of their email interactions, including exact timestamps for opens and clicks.
  </Step>
</Steps>

***

## Improving email deliverability

Poor deliverability directly impacts your metrics. To improve deliverability:

* **Authenticate your domain** — Set up SPF, DKIM, and DMARC records for your sending domain. See [Dedicated email sending domains](/troubleshooting/dedicated-email-domains) for setup instructions.
* **Warm up new domains** — Gradually increase your sending volume over 2 to 4 weeks when using a new domain.
* **Clean your list regularly** — Remove contacts who have not engaged in 90 days or more.
* **Avoid spam trigger words** — Words like "free," "urgent," or "act now" in subject lines can trigger spam filters.
* **Monitor your sender reputation** — Use tools like Google Postmaster Tools to track your domain's reputation.

***

## FAQs

<AccordionGroup>
  <Accordion title="Why do my open rates drop suddenly?">
    Sudden drops in open rates can indicate a deliverability issue. Check whether your emails are landing in spam folders by sending test emails to accounts on different providers (Gmail, Outlook, Yahoo). Also verify that your domain authentication records (SPF, DKIM, DMARC) are still valid.
  </Accordion>

  <Accordion title="Can I track email forwards?">
    Email forwards are not reliably trackable. When a recipient forwards your email, the tracking pixel may or may not load for the new reader, depending on their email client.
  </Accordion>

  <Accordion title="Why are my click counts higher than my open counts?">
    This usually happens when security scanners click links in emails without loading images (which track opens). It can also occur when image loading is blocked but the recipient still clicks a link manually.
  </Accordion>

  <Accordion title="How long does it take for metrics to update?">
    Email metrics in the HoopAI platform typically update within a few minutes of the event occurring. If metrics have not updated after 30 minutes, try refreshing the page or checking the email logs directly.
  </Accordion>
</AccordionGroup>