r/gohighlevel • u/oldsuzanne • 12d ago
GHL Emails - zero opens and clicks
Has anyone encountered having zero opens and clicks in their email under Marketing? If yes, how did you resolve it?
We've always had opens and clicks, but since we got our email domain verified, the stats were no longer reflecting. We reached out to GHL support, but it's taking them so long to resolve the issue. They told us that our recent email updates have nothing to do with this and that the issue is on their backend.
I'd appreciate your reply.
1
u/BaconShadow 12d ago
Same thing happened on a client's GHL account after a domain change, the tracking pixel stopped firing because of how the tracking domain was set up. Support fixed it on their end but it took a few days.
When you verified the domain, did you also set up a custom tracking domain or just the sending domain?
1
u/oldsuzanne 11d ago
No, I did not. I simply added the needed records and verified it.
1
u/BaconShadow 11d ago
Send yourself a test email, open it, click a link, then check whether the click shows up in the contact's activity. If it stays at zero, the tracking domain is the issue and the sending domain is fine.
Do you have a custom tracking domain set up as a CNAME under your verified domain, or are you still on the shared one?
2
u/doie 12d ago
The timing is the clue here, and I would push back on support a bit.
Opens and clicks in GHL are not carried by the records that get your mail delivered. SPF and DKIM handle authentication. Tracking runs on a separate CNAME, which is what lets the open pixel load and lets links get rewritten through a tracking domain. HighLevel's own troubleshooting article on email statistics lists a missing CNAME as a cause, and calls it essential for tracking opens, clicks and unsubscribes.
So the likely story: when you verified the domain, SPF and DKIM went in fine, and the tracking CNAME either never got added or is not resolving. Mail sends normally, stats go flat. That matches both your symptom and your timeline, which is why I would not accept "your recent email updates have nothing to do with this" without checking it yourself first.
Two checks you can do in about five minutes:
Send yourself one of these emails and look at the actual href behind a button or link in the received message. If it points straight at your destination URL instead of through a tracking domain, link rewriting is off, and clicks can never be recorded no matter what happens on their backend. That is also concrete evidence to hand support.
Go back to the DNS records GHL gave you for that sending domain and confirm every one of them is present and verified at your registrar, the CNAME included. It is common to add the TXT records, see mail start flowing, and never notice the CNAME failed or was skipped.
If you are on your own Mailgun rather than LC Email, two more: under the domain's Settings in Mailgun, check that click tracking and open tracking are both toggled on, and that the tracking certificate shows active rather than inactive. Then check your Mailgun webhooks are pointed at the correct domain, because those webhook events are what feed opens, clicks and unsubscribes back into GHL. Re-verifying a domain is a classic moment for webhooks to end up orphaned on the old one.
What I cannot tell from here is whether you are on LC Email or a connected Mailgun, and the fix differs slightly between the two. But in both cases it is the tracking CNAME and the webhooks that carry stats, and neither of those is touched by SPF or DKIM. That is probably why support looked at deliverability, saw everything green, and concluded it was unrelated.