Tracking Domains (Setup and Troubleshooting)

Purpose

Open and click tracking uses a tracking domain to redirect links and load pixels. You can use SuperSend's default domain or your own custom domain. This article explains setup and how to fix common tracking issues.

How Tracking Works

When tracking is enabled:

• Opens — A small pixel image is embedded in the email. When the recipient loads images, the request goes through the tracking domain, and SuperSend records an open.
• Clicks — Links are rewritten to go through the tracking domain. When clicked, the request is logged, then the user is redirected to the real URL.

The tracking domain must be reachable. If it's misconfigured, opens and clicks won't be recorded.

Default vs Custom Tracking Domain

Default — SuperSend provides trail.supersend.xyz and ss.supersend.us. No setup. Works immediately.

Custom — Use your own subdomain (e.g., track.yourdomain.com). Requires a CNAME record. Often preferred for branding and consistency with your sending domain.

Setting Up a Custom Tracking Domain

1. Go to Campaign Settings (or the campaign creation wizard) → find Custom Tracking Domain.
2. Enter your subdomain: track.example.com (not https:// or http://).
3. At your DNS provider, add a CNAME record:

• Name/Host: track (or whatever subdomain you chose)
• Points to: trail.supersend.io

4. Save. Wait 24–48 hours for DNS to propagate.
5. In SuperSend, click Re-check DNS.
6. When status shows ✓ Domain is set up, tracking will use your domain.

Status Indicators

If you see the red status, double-check the CNAME. Common mistakes:

• Typo in the target (trail.supersend.io)
• Using A record instead of CNAME
• Wrong subdomain (e.g., full domain instead of subdomain)

Validation Warning

If you enter something that doesn't look like a subdomain (e.g., example.com instead of track.example.com), SuperSend shows:

"This doesn't look right. Should be a subdomain of your primary domain like track.yourdomain.com"

Use a subdomain. Correct: track.example.com. Incorrect: https://track.example.com, example.com.

Applying to Other Campaigns

You can reuse a custom tracking domain across campaigns:

• Apply to Campaign(s) — Select campaigns to use this domain.
• Apply To All Campaigns — Use this domain for every campaign in the team.

Tracking Toggle

Campaign Settings has a Tracking toggle. When off:

• Open and click tracking is disabled.
• You won't see open/click rates.
• Replies and bounces are still tracked.

Turn it off if you don't want tracking (e.g., privacy, or testing).

Troubleshooting

No Opens or Clicks Recorded

1. Tracking on? — Check the Tracking toggle.
2. Custom domain set up? — Verify ✓ status. If not, fix CNAME and Re-check DNS.
3. DNS propagation — Wait 24–48 hours after adding the CNAME.
4. Email client blocking — Some clients (e.g., Apple Mail Privacy Protection) pre-fetch or block pixels. Opens can be inflated or missing. Clicks are usually more reliable.

Inflated Open Counts

Apple Mail and some corporate setups load images in the background. That can count as "opens" even if the recipient didn't read the email. Focus on clicks and replies for engagement.

Custom Domain Won't Verify

• Confirm CNAME points to trail.supersend.io (no trailing dot, correct spelling).
• Use a DNS lookup tool to verify the CNAME resolves.
• Try Re-check DNS again after propagation.

Expected Result

You've set up a custom tracking domain (or confirmed the default), and tracking is working. You know how to diagnose and fix common tracking issues.

Related Articles

• Domain Setup and DNS Checklist
• Open and Click Tracking Issues
• Configure Campaign Schedule and Sending Hours

Updated on: 17/03/2026