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Understand HoneyBook email status tracking and common issues

Learn how HoneyBook email tracking works, why statuses may be inaccurate, and how to fix emails showing the wrong client name

Updated today

When you send an email through HoneyBook, a small tracking pixel is included:

  • When the recipient opens the email and loads images, the pixel activates

  • The email status in the project’s activity feed updates to “Opened”

  • If the pixel doesn’t activate, the status remains “Sent”

📣 Note

Email statuses appear only for messages sent through HoneyBook. Replies sent outside of HoneyBook can’t be tracked.

Email status troubleshooting table

Issue

Likely causes and fixes

Email shows as unopened even if client read it

  • Email tracking blocked by provider or app → Ask client to whitelist your email and allow tracking

  • Images disabled by default → Ask client to enable image loading for your messages

Email shows as opened even if client didn’t read it

  • You or a team member viewed the message in the Sent folder, which can trigger the tracking pixel → Hover over the main email status in the project feed to see a detailed list of recipients and their individual statuses. If only the sender is marked as opened, you can safely ignore it.

  • Provider marked it as spam or quarantined → Ask client to check their spam or quarantine folder and mark as “Not spam”

All emails show as unopened

  • Tracking pixel blocked across all messages → Test with another recipient. Ask client to whitelist and enable images.

  • Domain authentication misconfigured → Verify SPF, DKIM, and DMARC are set up correctly

Emails show wrong client name

Apple Mail app saved [email protected] as a contact → Delete [email protected] from the incorrect contact in the iOS Contacts app

Best practices for reliable email tracking

While email tracking is helpful, it isn’t 100% accurate because of provider limitations. To improve reliability:

  • Ask clients to add you to their contacts → Messages from saved senders are less likely to block tracking pixels

  • Encourage clients to load images → Some email apps disable images by default, which prevents the tracking pixel from firing

  • Have clients whitelist your email address → This reduces the chance of messages being sent to spam or quarantine

  • Keep subject lines clear → Avoid spammy words or excess punctuation that might trigger filters

  • Check deliverability settings → Ensure your SPF, DKIM, and DMARC records are defined if you use a custom domain

Still have questions? Feel free to send us a message by clicking the Question Mark icon on any HoneyBook page. Our team is always happy to help!

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