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Why email click events are not tracked

Updated

This article outlines the most common reasons why an Email Clicked campaign event may be missing and explains how to verify each scenario.

How Bloomreach tracks email clicks

Bloomreach logs a campaign event with status clicked when:

  • The link in the email first redirects via the Bloomreach CDN/tracking domain, and only then to your website.

  • Or, for some implementations (for example, universal links), your website/app is opened with required Bloomreach URL parameters (such as parameters prefixed with xnpe_) still present in the final URL.

Reference docs

If either the redirect or the required parameters are missing, the clicked event can't be tracked.

Links bypass the Bloomreach tracking domain

Symptom

  • The customer clicks a link, but no clicked campaign event is created for that email.

Typical causes

  • Links in the sent email don't point to your Bloomreach CDN/tracking domain and also don't contain Bloomreach tracking parameters (for example, xnpe_*).

  • It often happens when:

    • The custom tracking domain (CDN) isn't properly configured or isn't used by the project.

How to check

  1. Open the email in your inbox and copy the link address.

  2. Verify one of the following is true:

    • It starts with your Bloomreach tracking/CDN domain (for example, https://cdn.yourbrand.com/...).
    • Or it leads directly to your site with Bloomreach parameters like xnpe_* appended.

  3. If neither is true, update the template so that links are generated by Bloomreach (for example, use standard buttons/links in the email editor, or ensure the editor processes HTML blocks).

Reference docs

Redirects or website remove Bloomreach URL parameters

Symptom

  • The email link looks correct and includes Bloomreach parameters in the inbox, but:

    • No clicked event is recorded, or
    • Only a session_start (web visit) appears for the customer.

Root cause

  • During redirects (CDN → website, or internal redirects on your side), the landing page URL loses parameters such as:

    • xnpe_* (prefixed parameters)
    • utm_*, gclid, campaign_id, and more.

If these parameters are stripped before the SDK loads, Bloomreach can't attribute the visit to the email, so a clicked event isn't created.

How to check

  1. Click the email link and watch the browser URL:

    • Compare the URL in the email vs the final URL after all redirects.

    • Confirm whether parameters like xnpe_*, utm_campaign, utm_source, and more are still present.

  2. If parameters disappear:

    • Ask your web/DevOps team to review CDN rules, redirect rules, and URL normalization logic to ensure these parameters are preserved end‑to‑end.

Reference docs

Tracking consent configuration blocks click tracking

Symptom

  • Emails are sent and delivered, but no open/click status is tracked for some customers or campaigns, even though the links appear correct.

Root cause

  • Tracking consent feature is enabled at the project level, and:

    • The email node is configured with a specific tracking consent category, and

    • The customer hasn't granted this consent category.

  • In that case, the opened and clicked statuses will not be tracked for those campaigns.

How to check

  1. Go to Settings → Project settings → Privacy management → Consents and confirm:

    • Whether tracking consent is enabled and which categories are used.

  2. Open the email/scenario node and check the Tracking consent field.

  3. Inspect the customer profile to see their consent_category_tracking attributes.

Reference docs

Clicks exist but are missing from the Email Click Map

Sometimes clicks are correctly tracked (you can see clicked events on the customer), but don't appear in the Email Click Map. In this case, tracking works; the issue is only with how the Click Map visualizes data.

Typical causes

  1. Incorrect or invalid HTML structure

    • Click map relies on XPath to locate clicked elements in the HTML.

    • Invalid markup (for example, <td> elements not wrapped in a <tr> in a table) can prevent Click Map from matching clicks to the correct element, so that they won’t appear in the overlay.

  2. Personalization that changes the layout per customer

    • If personalization changes the HTML tree (for example, adding extra <p> wrappers for some users), the link's XPath differs by customer, and some clicks may not appear depending on which customer you preview in the Click Map.

  3. Event Jinja depending on trigger events

    • Content that only renders based on trigger-event Jinja conditions isn't fully supported by Click Map (can't access dynamic trigger-event data in Evaluate mode), so clicks on those elements may not appear even though they’re tracked in the profile.

Reference doc

Conclusion 

By systematically reviewing the following areas:

  • Link rewriting and tracking domain configuration

  • URL parameters across redirects

  • Tracking consent configuration

  • Reporting filters (including Reliable Email Clicks and Click Map limitations)

You can usually figure out why an expected Email Clicked event is missing and then identify the appropriate team to address the issue.

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