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 DNS pointing at the SuperSend tracking edge (A or CNAME). Often preferred for branding and consistency with your sending domain.

Align with your sending domain — Use a tracking subdomain on the same root domain you send from. If you send from name@company.com, prefer track.company.com over links.otherbrand.com or the default SuperSend domain. Misaligned tracking domains are more likely to trigger browser security warnings and hurt recipient trust.

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 one of the following (Campaign Settings shows the exact values for your account):
4. • Option A — A record: point your tracking subdomain to the SuperSend tracking edge IP (shown in Campaign Settings).
   • Option B — CNAME record: point your tracking subdomain to the SuperSend tracking edge hostname (shown in Campaign Settings when configured).
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 DNS. Common mistakes:

• Wrong A record IP or CNAME target (use values from Campaign Settings)
• Typo in subdomain or target
• Wrong subdomain (e.g., full domain instead of subdomain like track.example.com)

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.

Domain alignment warning

If your tracking domain root does not match your campaign sender domain root, SuperSend shows a warning in Campaign Settings → Custom Tracking Domain. Example: sending from @pipeline.example.com but tracking on links.example.com may work, but track.example.com is safer for recipient trust.

This is a recommendation only — you can still save and use a misaligned domain.

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 A or CNAME record.
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 the A or CNAME matches Campaign Settings (no trailing dot, correct spelling).
• Use a DNS lookup tool to verify the record resolves.
• Try Re-check DNS again after propagation.

Recipient sees a browser security warning

If Gmail, Chrome, or another browser shows "This link looks dangerous" or "This site may be harmful" when a recipient clicks a tracked link:

1. Check domain alignment — Tracking domain should be a subdomain of the same root domain you send from (e.g. track.yourcompany.com when sending from @mail.yourcompany.com).
2. Avoid default domains for production — ss.supersend.us and trail.supersend.xyz work but a branded custom domain on your root builds more trust.
3. Use HTML with descriptive link text — Plain-text emails expose the full tracking URL. HTML lets recipients see friendly link text while the href still tracks the click.
4. New domains need time — Recently created tracking subdomains may have low reputation until they accumulate legitimate click traffic.
5. Contact support — If the warning persists after alignment and DNS are correct, we can help investigate Safe Browsing status and false-positive appeals.

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: 20/10/2026