Support

Frequently asked questions

Tracking

Why is one of my emails marked “Not yet opened” when I know the recipient read it?
Several mail clients block external images by default — Outlook, Apple Mail with “Mail Privacy Protection” turned on, and most corporate Gmail accounts with image-loading disabled. The tracking pixel only fires when the recipient's mail client loads images, so if they have images off, no open is recorded. This is a fundamental limitation of pixel-based tracking, not a bug.

I see multiple opens within seconds — is the recipient really reading it that fast?
Probably not. Some mail clients pre-fetch images via a proxy server (Gmail, Yahoo, Apple Mail Privacy Protection) the moment the email arrives, then load them again when the recipient actually views the message. Our bot detection filters most of these, but you may still see one or two false positives. We always show the recipient's IP address and User-Agent on the email-detail page so you can spot proxy traffic.

Why doesn't link tracking work in some emails?
Link tracking only activates when the “Links” toggle is on in the compose window before you click Send. If the toggle was off, links go through unchanged. Also, recipients using strict privacy filters (corporate firewalls, image-blocked mail clients) may bypass the redirect and click through directly to the destination.

Can I track an email I already sent?
No. Tracking requires the pixel + link-rewrite to be embedded at send time. Once the email is in the recipient's inbox there's no way to add tracking retroactively. Re-send a follow-up with tracking on if you need data on a thread.

Account & billing

How do I cancel my subscription?
Sign in at app.mailtracker.thestuhub.com → Settings → Billing → Manage subscription. You'll be taken to the Stripe customer portal where you can cancel any time. Access continues until the end of your current paid period.

How do I get a refund?
First-time paid subscriptions are refundable in full within 14 days of the initial payment. Email hello@thestuhub.com with your account email and we'll process it. After 14 days or for renewal periods, partial refunds aren't available — see the Terms of Service for details.

Can I change my plan mid-cycle?
Yes. Upgrades take effect immediately and are pro-rated. Downgrades take effect at the next renewal so you keep what you're already paid for.

How do I delete my account?
Email hello@thestuhub.com from your registered address. We'll delete your account and all associated tracking data within 30 days, with a 7-day reversible window in case you change your mind. Billing records are retained for tax compliance as described in the Privacy Policy.

Extension & Gmail

Why don't the Track / Links toggles appear in Gmail compose?
Try these in order:

• Reload the Gmail tab (the extension injects on page load).
• Open chrome://extensions/ and confirm TheStuHub Mail Tracker is enabled (toggle on).
• Sign in to the extension popup if you haven't — toggles only inject for signed-in users.
• Make sure you're on mail.google.com; the extension doesn't inject on Outlook, Yahoo, or other webmail.
• If the extension is showing the toggles twice, reload the compose window — Gmail occasionally double-renders the dialog.

Does it work with multiple Gmail accounts?
Yes. Track / Links toggles appear in any Gmail account's compose window once you're signed in to TheStuHub Mail Tracker. Tracking events for all accounts roll up into the same dashboard.

Does it work with Google Workspace?
Yes — the extension reads the Gmail compose UI the same way for both consumer Gmail and Workspace inboxes. If your Workspace admin blocks Chrome extensions globally, you'll need to ask them to whitelist the listing.

Privacy & security

Do you read my emails?
No. The extension reads the compose UI to know who you're sending to and what the subject is, then injects a tracking pixel and rewrites links if you toggle them on. The body of the email goes from Gmail directly to the recipient — it never passes through our servers, and we have no way to read it. See the Privacy Policy for full detail on what we collect.

Where is my data stored?
On servers in the US and EU operated by Oracle Cloud, Stripe (billing only), and SendGrid (transactional emails). All in transit is TLS; passwords are bcrypt-hashed; tokens rotate every 30 minutes.

How do I export or delete my data?
Email hello@thestuhub.com from your registered address. We'll send a JSON export of all your tracked-email metadata within 30 days, or permanently delete it, depending on what you ask for.

Service status

We don't currently maintain a public status page (we're small enough that a dedicated status page would be more noise than signal). If you suspect an outage, email hello@thestuhub.com with your account email and the error you're seeing — we'll respond within an hour during business hours, faster for paying customers.

Common signals that something's broken on our end vs. yours:

• Dashboard loads but stats don't update — usually a transient WebSocket disconnect. Refresh the page.
• Track / Links toggles disappeared — check the extension is enabled and you're signed in (most common cause is a re-login after a backend restart).
• Notifications stopped arriving — your browser may have revoked notification permission. Check the lock icon next to app.mailtracker.thestuhub.com in the URL bar.
• Sign-in fails repeatedly — Possible password issue. Reset via the dashboard, or email us if reset emails don't arrive.

Quick links

• Dashboard — app.mailtracker.thestuhub.com
• Privacy Policy — /privacy
• Terms of Service — /terms
• Parent brand — thestuhub.com

Still stuck?

Email hello@thestuhub.com with:

• Your account email
• A short description of what you were trying to do
• What happened instead
• A screenshot if there's a visual bug
• Browser + OS (e.g., “Chrome 147 on macOS”)

We read every message. A real person — not a chatbot — will reply, usually within a business day.