Troubleshooting Email Statistics

Not seeing email statistics in Enrollio? This guide will help you diagnose and fix the most common issues with email tracking and reporting.

Why Email Statistics Aren't Showing

1. Check How You're Sending Emails

Different sending methods have different places where statistics appear. Email stats are displayed based on where you sent the email from:

  • Email Builder bulk action — Stats appear in the Email Builder section
  • Smart List — Stats appear in the Smart List reports
  • Automation — Stats appear in the automation analytics
  • Campaigns — Stats appear in the Campaign dashboard

[SCREENSHOT: Show the Email Builder with statistics displayed after sending a bulk email]

Pro Tip: If you're clicking on an email template and seeing no stats, check whether you actually sent emails through the Email Builder. Stats only appear when emails are sent from that specific location.

2. SMTP Providers Have Limited Tracking

If you're using a custom SMTP provider, your tracking capabilities are limited. SMTP integrations only show:

  • ✅ Opens
  • ✅ Clicks
  • ❌ Deliveries (not tracked)
  • ❌ Bounces (not tracked)

Only Mailgun provides full email statistics including delivery and bounce tracking.

[SCREENSHOT: Comparison showing SMTP limited stats vs. Mailgun full stats dashboard]

We strongly recommend using Mailgun for accurate email statistics. Complete delivery tracking helps you maintain good sender reputation and troubleshoot parent communication issues.

Important: If you previously used SMTP and switched to Mailgun, automations that contain old SMTP statistics may not display properly. Duplicate the automation and start sending from the new version to see statistics correctly.

Fixing Mailgun Statistics Issues

Reset Your Mailgun API Key

Sometimes reconnecting Mailgun resolves tracking issues. Here's how:

  1. Go to Enrollio Dashboard → Settings → Email Services
  2. Find your Mailgun API integration
  3. Click Edit on the integration
  4. Type Delete to remove the connection
  5. Re-integrate Mailgun with your API key

[SCREENSHOT: Email Services page showing how to edit and delete Mailgun integration]

Need help finding your Mailgun API key? Check out our guide: Mailgun API Key - Where to Find in Mailgun & Add to Enrollio

Verify Your CNAME Record

Your CNAME record is essential for Mailgun to track opens, clicks, and unsubscribes. If this isn't configured correctly, your statistics won't work.

If your email links aren't tracking properly, follow the same troubleshooting steps in our article: How to Fix Links in Emails That Don't Open

[SCREENSHOT: DNS settings showing properly configured CNAME record for Mailgun tracking]

Check Mailgun Webhooks

Webhooks tell Mailgun to send statistics back to Enrollio. If they're not configured, your stats won't appear.

  1. Log into your Mailgun account
  2. Click Sending in the sidebar
  3. Click Webhooks
  4. Verify the correct domain is selected (match this to your Enrollio email domain)
  5. Confirm all webhook event types are configured

[SCREENSHOT: Mailgun webhooks page showing all required webhooks properly configured]

If any webhooks are missing, click Add Webhook and configure each required event type.

Quick Checklist

Before reaching out for support, verify:

  • ✅ You're looking for stats in the right place based on how you sent the email
  • ✅ You're using Mailgun (not SMTP) for full statistics
  • ✅ Your CNAME records are properly configured
  • ✅ All Mailgun webhooks are set up correctly
  • ✅ You've tried resetting your Mailgun API connection

Still having issues? Check your Mailgun logs to see if emails are actually being sent. See our guide: How to Check Logs for a Specific Email in Mailgun