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Troubleshooting Link Tracking

Resolve common issues such as links not being counted, a domain not verifying, or missing UTM tags.

Symptom​

One or more of the following after you send a Broadcast:

  • Clicks show as zero (or far lower than expected) even though subscribers reached the content.
  • A custom tracking domain stays in a pending or "not verified" state.
  • UTM parameters (utm_source, utm_medium, utm_campaign) are missing from the destination URL, so your web analytics can't attribute the visit.

Likely causes​

  • Tracking was disabled for the Edition or for a specific link, so clicks aren't rewritten to trackable URLs.
  • Hard-coded or pre-shortened links (or mailto:, tel:, and anchor # links) that the platform doesn't rewrite.
  • DNS records for the tracking domain are missing, incomplete, or not yet propagated, so verification can't complete.
  • UTM tags weren't added to the link, or were stripped/overwritten by a redirect on your own web server.
  • Deduplicated or filtered opens/clicks — repeat clicks by the same subscriber, and internal/seed or bot traffic, may be counted differently than raw hits.

Fixes​

  1. Confirm click tracking is enabled for the Edition and for the individual link, then resend a test to yourself and click through. (confirm the exact steps in your account)
  2. Rebuild any hard-coded or pre-shortened links as normal links so the platform can wrap them; avoid nesting a third-party shortener inside a tracked link.
  3. For domain verification, publish every DNS record shown in the setup panel exactly as given, then allow time for propagation before re-running verification. (confirm the exact steps in your account)
  4. Add UTM parameters to each link (or apply them at the Edition level), and verify your web server's redirects preserve query strings.
  5. Allow time for reporting to settle, and remember that unique vs. total clicks and filtered internal/bot traffic can explain gaps versus your web analytics.

Still stuck?​

Capture the affected Edition, the specific link, and a screenshot of your DNS or reporting view, then contact your account administrator or support so they can trace the click event end to end.

Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.