My message has a 0% open rate. Why is that?

There are a number of reasons why a message might be showing a 0% open rate. Check the steps below to see why this might have happened.

Was your message sent out?

It’s a good idea to double-check if your message actually went out. To do that, go to Reports and select your message. Then, take a look at the Total section.

If you see a number of contacts there, that means your message was sent out. In this case you can go on to the next step.
If you see 0 next to Total, your message didn’t go out. Try sending it again, or contact our Customer Success Team to check why this happened.

Legacy editor

Is the message HTML, or plain text?

If your message is a plain text message, then we can’t track the open rate for it. Learn more about how we track open rates.

If you created your message in HTML (using either the Drag and Drop editor or plain HTML code), you can move to the next step.

Did your contacts open the message?

You can check if anyone opened your message on the Search contacts page.

Go to: Contacts > Search and click Advanced Search.
Click Add condition.
From the Contact Actions menu, select Message opened.
Choose the message type and name.
Click Apply.

If the search result shows 0 contacts, it means that your contacts haven’t yet opened the message.

Are the images in your message downloaded?

We track the open rate by a tracking pixel attached to HTML messages. For it to work, the inbox must download images in messages. If the images are locked, we can’t track the open rate.

Test the message by sending it to yourself to see if your inbox downloads images correctly. Keep in mind that your contacts can have different inbox settings, and if they don’t download your images, their activity won’t count to your open rate.