What MailTracking does
How to contact us
Our Terms and Conditions
Subscriptions / Plans and Free Trials
Setting up your account and password
Subscription Plans offered
Changing your credit card / payment details
Alternative payment methods
Adding other addresses to your account (for sending from)
Merging different accounts together
Increasing your sending limits
Cancelling your subscription or free trial
Sending Tracked Emails and Documents
How to send tracked emails
"Invisible" tracking and setting up your sending defaults
Other sending options and features
Compatibility with other programs / email clients etc
Tracking to multiple recipients
Document and PDF tracking
Emails not appearing in your Personal Tracking Page
Reports and ReadNotifications
Interpreting and understanding Your ReadNotifications
Proof of posting and opening certificates
Your 'Personal Tracking Page' and Data Export option
Setting up your reporting options
Delivery Service Notifications (DSN's) and Message Disposition Notifications (MDN's)
Tracking if an email has been deleted
Plugin help for general purpose ActiveTracker
Subscriptions / Plans and Free Trials
Setting up your account and password
Setting up your account / sending defaults: On start up, your account is already configured per our 'Recommended' tracking defaults - and we will automatically send you email ReadNotifications when your tracked emails are opened. You are welcome to change your account settings at any time - you can do all this through your "My Account" page (under Member Utilities) when you log in. To change your sending defaults, please go to: Default Settings (you will be prompted to log in first).
Like a lot of operators with a commitment to customer privacy, MailTracking uses third party secure services in order to collect subscription fees. For security reasons, we do not have access to any credit card or bank details you enter - so any changes you need to make in this regards must be done directly with the service you used. Please refer to the information sent to you by either WorldPay or PayPal (when you first subscribed) for details regarding how to change your payment information. If you did not retain this information, the following will assist you:
Alternatively, you can cancel your existing future pay agreement (Log in --> Member Utilities --> Subscribe --> Cancel Subscription) then, once this cancellation has been confirmed by WorldPay - simply start another agreement from our subscription page using your new credit card details.
To change your credit card or bank details with PayPal, simply log in to your own PayPal account and go to: My Account --> Profile --> then choose the details you wish to change from their list of choices.
If you prefer not to use the secure services offered through our subscription page we can also accept payments via:
You can link as many addresses to your account (for sending from) as you like. Keep in mind that whichever address you list as your 'primary' one is where all your email ReadNotifications and receipts will be sent.
To link other addresses to your account, simply log in with your current registered email address at the MailTracking home page then go to: Member Utilities --> My Account --> Email Address Settings. If the address you wish to add to your account is already registered, please refer to instructions regarding merging accounts.
If you send emails from more than one email address, MailTracking offers you the option of linking these to the same account. If you presently have more than one account with us (whether on a free trial, paid subscription or expired) you can merge them together under the same subscription plan.
All subscription plans offered include limits on how many emails you can send in a year or month. Details regarding this are available on our subscribe page, and will be sent to you with your payment receipt. You can also view your current account status from the top of your Personal Tracking Page (when you log in). Additional email credits may be purchased at any time from the 'limit increase' section on the bottom of our subscription page. Remember that all our plans are on a 'roll-over' basis - so any unused credits from one year / month are still available to you as long as your subscription is current.
Cancelling free trials: Free trials simply expire - you do not need to cancel them. You can still log in to expired accounts, and we shall continue tracking the emails you sent with us during your free trial for as long as they remain listed in your Personal Tracking Page. Note that we do periodically clear out old data from expired dormant free trials.
Note: If you chose to use our ActiveTracker plugin during your trial but do not wish to continue with our service - please remember to uninstall it: Start Menu --> All Programs --> ActiveTracker --> Uninstall.
Cancelling / suspending subscriptions: If you choose to suspend or cancel your subscription, we will keep any email credits that you have accrued in the event you wish to subscribe again in the future. We shall also continue to track any emails listed in your Personal Tracking Page until you delete them, so you'll still be able to log in and view the history of these emails at any time. Note that we may periodically clear out old data from expired dormant accounts.
Yearly Plan (non roll-over) If you are on a yearly plan (either basic or premium) and did not choose the option to have this automatically renew each year, we'll send you a reminder notice when your account is due for renewal. If you decide not to renew - then it just expires
Yearly Plan (automatic roll-over) Please see 'Monthly Plans' below for details on how to cancel these.
Monthly Plans If you signed up for our monthly plan (or automatic renewable yearly plan), you'll need to cancel this agreement through WorldPay or PayPal (whichever one you signed up with):
Log in to the account you wish to cancel, then go to: Member Utilities --> Subscribe --> Cancel Subscription (near end of page). This will send your request to WorldPay, who will send you cancellation confirmation via email.
You'll need to cancel your agreement directly (as you do with all PayPal agreements). When you subscribed, PayPal sent you a receipt which included cancellation instructions. If you are not familiar with this procedure, the following is how they explain it:
"If you would like to cancel this subscription, log in to your PayPal account and go to the History subtab of the My Account tab. Choose Subscriptions from the pull-down Show menu and press the Submit button. Choose this subscription, and click on its Status. You will be taken to a Transaction Details page from which you may cancel your subscription. Cancelling your subscription will immediately stop all future scheduled payments for this subscription."
Sending Tracked Emails
How to send tracked emails
There are two ways you can send tracked emails:
See also: Other sending options and features.
Testing? If you send tracked emails to yourself, your anti-spam filters may block them (people don't usually write to themselves) - so we recommend you test by sending to other people.
Upon start-up, your sending defaults are for the "recommended" set of tracking features. Although recommended tracking is not obvious to your recipients, it is not considered "invisible". If you installed one of our ActiveTracker plugins, you can choose your sending options directly from your ActiveTracker menu.
If you are using our service manually, you can change your sending defaults from: Member Utilities --> My Account --> Default Settings. See also: Other sending options and features regarding this.
MailTracking offers a range of comprehensive tracking options. The majority of these are available on our ActiveTracker plugins - but they can all be accessed manually too. The following is an overview of these features with the manual extensions listed for quick reference. You'll find more detailed information regarding these from: Member Utilities --> My Account --> Manual Tracking Options.
MailTracking works manually with all email programs and operating systems. Our ActiveTracker plugins also work with the majority of programs (on Windows Operating Systems), but there are so many becoming available all the time that we don't test them all. The best thing for you to do is install ActiveTracker and see if it works with your current set up. If you encounter any problems, please uninstall from your program files (Start Menu --> All Programs --> ActiveTracker --> Uninstall) and write to us for assistance. Note: you must write to us from the address / client etc you experienced the problems with and ensure that you tell us exactly what trouble you encountered (ie; include the error messages etc).
If you send your emails using either our Ensured Receipts or Self-Destructing options, you are offered the chance to retract them. You will find this retract option listed in your Personal Tracking Page.
If you have installed one of our plugins, all recipients of a group email will automatically be tracked. If you are sending your tracked emails manually, then remember that you must add the appropriate tracking extension to the end of all your recipients' addresses. If you do not, then any recipients receiving the untracked email may see MailTracking in their headers and could have trouble "replying" to them.
MailTracking offers an easy to use document tracking service for your MS Word / Excel / PowerPoint documents as well as our new PDF attachment tracking
Document tracking: To track MS Word / MS Excel or OLE Documents:
Log in --> Member Utilities --> MS Word/XL Tracker
PDF tracking: PDF tracking is automatic, provided you track the email which contains your attached PDF. You can turn this option on or off from your account options (Log in --> Member Utilities --> My Account --> Default settings).
Click Here for an overview and additional instructions.
All and every email you send with MailTracking will be listed in your Personal Tracking Page - regardless of delivery status. If an email does not appear here, the most common reasons are that it has been delayed (due to your ISP / mailserver) or you did not actually send it with tracking. You may need to either:
For details on what the particular terms mean in your ReadNotifications, please access the tracking record from your Personal Tracking Page (which is displayed when you log in) and hold your mouse over the fields on the left.
Please note that MailTracking has no other information regarding the reading of your tracked emails than already included in your reports - which are as complete and accurate as possible. We are not responsible for, nor have any control over what you or your recipients choose to do with the emails you send. MailTracking staff can not offer opinions regarding your tracking data.
MailTracking offers an email certification feature which will digitally sign your email and insert a timestamp certificate. This certificate irrevocably links the body and headers of an email to the date and time they were despatched - and may be offered as court admissible evidence if required. The option to send Certified emails is available on your ActiveTracker plugin, or by manual extension.
You may also choose to have your ReadNotifications certified - these generate an irrevocable, verifiable record for you to keep and show the initial tracking information from when your email was first opened along with the certified dates and times. This option is available from: Member Utilities --> My Account --> Notifications and Reports.
Your Personal Tracking Page lists every tracked email that you send and may only be accessed when you log in at the MailTracking site with your password. If you send a lot of tracked emails you may decide to delete old records from this list to enable faster load times. You can export your tracking data into a spreadsheet so you have a copy to keep; this option is available from: Member Utilities --> My Account --> Data Export.
MailTracking offers a number of ways to let you know when the emails you send have been opened - these are available to you from: Member Utilities --> My Account --> Notifications and Reports. They include:
Whichever Notifications you've chosen, the status and
history of your tracked emails will always be available to
you in your Personal Tracking Page after log in.
* Note regarding Multiple ReadNotifications: MailTracking offers "smart" receipts. You cannot produce multiple ReadNotifications by simply clicking open / close a number of times at short intervals with the same connection. If we did record this, you could be potentially swamped with extraneous data. Note that anyone opening / closing your emails in this manner would most likely not be reading them.
DSN's: MailTracking not only let's you know when your emails have been opened, but also tracks the delivery
status of the messages you send. This status is
represented by the icons listed in your Personal Tracking
Page (see: Your 'Personal Tracking
Page'). You can elect to receive a copy of these
Delivery Service Notifications from: Member Utilities --> My Account --> Notifications and Reports
Note: DSN's are produced by your recipients ISP /
mailserver in conjunction with delivery confirmation
requests by MailTracking.
MDN's: Message Disposition Notifications work along with your email client "Return Receipts" function. They are available to nearly all email users and your recipient may choose to activate these. MailTracking is able to detect these settings, and sometimes uses them in assisting with
tracking emails. Choosing to accept the MDN settings will
result in more reliable tracking. You will find more
information regarding Message Disposition Notifications and
activation details from: Member Utilities --> My
Account --> Default Settings
It is up to your recipient to let you know if they choose to delete your emails. Sometimes MDN's can record this data, but in most cases deleted emails can not be tracked. Note that MailTracking does not use any kind of spyware or install anything on your recipient's computer in order to track emails.
Although rare, there may be times you notice that an email you have sent incorrectly displays a 'not yet opened' status indefinitely. If your tracking is currently set to "invisible" - either through your ActiveTracker plugin or through your manual defaults, you will find that your tracking is less reliable than our recommended defaults. If you are already using our "recommended" set of defaults but you suspect that an email you've sent is still not reporting an 'opened' status correctly you will need to use our ensured-receipts feature instead. Note that ensured-receipts emails are stored on our servers until your recipient accesses them, so they will be aware you are using our service if you send this way.