Troubleshooting email reply tracking

Overview

Email reply tracking enables users to measure how often customers respond to their email campaigns. Below is a list of common issues with email reply tracking and their solutions. If you don’t see your issue listed or need further assistance, please reach out to support.

The Google Workspace confirmation email is not coming through to Ortto

If the confirmation email isn’t coming through, try the following steps:

• Double-check that the email tracking address is entered correctly in Gmail, ensuring there are no missing or extra characters.
• If the address is correct, remove all forwarding settings in both Gmail and Ortto, then set them up again.
• If the issue persists, reach out to your Gmail administrator to check for any company restrictions on forwarding or other potential reasons preventing the confirmation email from being sent.

The test email sent during email setup is not arriving through to Ortto

If your test email isn’t coming through, try these steps:

• Double-check that the email tracking address is entered correctly in your email client, ensuring there are no missing or extra characters.
• If the address is correct, remove all forwarding settings from both your email client and Ortto, then set them up again.
• If your email client is managed by your workplace, contact your administrator to check for any restrictions, such as firewalls or blocks, that may prevent email forwarding or communication with external domains like the tracking address.
• For Google Workspace users, ensure the confirmation process is completed before sending a test email.

I received an email reply to a campaign, but Ortto did not record the reply

If you received a reply to a campaign but it wasn’t tracked in Ortto, here are a few possible reasons:

• Reply tracking wasn’t enabled for this email campaign.
• Reply tracking wasn’t configured or was turned off for the email address that received the reply. Be sure to check any forwarding rules applied to this email, including both the forwarder and recipient.
• The original email’s content was removed or significantly altered, making it difficult to detect the campaign details needed to track the reply.