By Alpit Patel and the aibrevo team · October 21, 2026 · 12 min read
Why Are My monday CRM Emails and Activities Not Tracking?
Quick answer
monday CRM email and activities stop logging for a short list of documented reasons: mail sent outside the composer shows 'Email could not be tracked', the address is missing from the Email column, the inbox is on the Never log list, or privacy hides the thread. This page maps each symptom to its fix, with plan limits for templates, sequences and bulk email.
Part of the guide: monday CRM guide
Key takeaways
- The message 'Email could not be tracked' is not a fault. monday.com's help center says it means the email was sent from Gmail or Outlook directly, so open tracking never applied. Send from the Emails & Activities composer with the Email Tracking box ticked.
- Logging needs both your connected address and an address from the item's Email column in the thread, as sender, recipient, CC or BCC. Anything sent before you connected is never logged, and an address used in more than 250 Email columns is skipped.
- Open tracking needs the Pro or Ultimate plan, and so do mass email, Sequences and Read and write sharing. Emails & Activities itself starts on Standard (monday.com support, checked October 21, 2026).
- Mass email is capped at 500 emails at a time and 2,000 a day, and Gmail or Outlook can throttle you sooner. Sequences do not support templates or HTML.
- Four settings can hide email that is actually connected: the Never log list, the BCC-only logging option, share options set to Cannot view, and a deleted connection.
monday CRM email and activities fail to track for a short list of reasons that monday.com documents: the mail was sent outside the composer, the contact’s address is not in the item’s Email column, a setting hides the thread, or the plan does not include the feature. Most of the time nothing is broken. The feature logs by a fixed rule, and mail that falls outside the rule goes unlogged without a warning.
This page covers the symptoms in the order people hit them, then what Emails & Activities does, then the template, sequence and bulk limits by plan. Everything below comes from monday.com’s help center, read on October 21, 2026. If monday.com itself is acting up, check whether monday.com is down before changing settings.
Why is my monday CRM email not tracking? Symptom, cause and fix
| What you see | Cause | Fix |
|---|---|---|
| “Email could not be tracked” on a sent email | The email was sent from Gmail or Outlook, not from the Emails & Activities composer | Send from the item’s composer with Email Tracking ticked |
| “Tracking data isn’t available” | It was sent from the composer, but Email Tracking was unticked | Tick the box before sending next time |
| “Not opened yet” long after the recipient read it | The tracking pixel never loaded, often because the recipient’s client blocks remote images | Treat it as unknown, not as unread |
| Email sent from Gmail never reaches the item | The contact’s address is not in an Email column on the item, or it is in more than 250 Email columns across the account | Put the exact address in an Email column; give generic inboxes like info@ their own handling |
| Only some of your sent mail appears | The connection logs only outgoing mail that has your Emails & Activities address in BCC | Untick the BCC-only option in settings, or BCC the address each time |
| An address never logs for anyone | It is on the Never log list (admin setting) | An admin removes it from Never log |
| “Private email between” an address “and others” | The inbox owner’s share options hide the thread from you | Owner or admin changes Share options |
| Old conversations missing | Emails sent or received before setup are not referenced in the app | Expected; add a note summarising live deals |
| Red error while connecting | The address is already connected to another monday.com account or user profile | Remove monday’s third-party access in the Google or Microsoft account, then reconnect |
| “The connection to your Gmail account has been deactivated” | The Gmail connection was disabled | Autopilot hub > Connections > Gmail > three dots > Reconnect > Use another account |
Source: monday.com Support, “Emails & Activities: how it works”, “Emails & Activities: settings”, “Emails & Activities: sharing and privacy”, “Emails & Activities” and “Gmail integration troubleshooting”, checked October 21, 2026.
The first row is the one most people search for. “Email could not be tracked” appears in the email’s analytics, and monday.com’s own article says it indicates the email was sent from Gmail or Outlook and that monday.com will not track it. A monday community thread shows a user reading that label on a reply and assuming a sync fault; we could not load that thread to confirm its outcome, so we rely on the help-center definition.
How do I fix email not logging to a monday CRM item?
Work through these in order, because each step rules out the next most common cause.
- Open the item and click the cog icon in Emails & Activities. Under your connection, confirm the address shows as connected. If it is missing, click + Add account and reconnect.
- Open the item’s Email column and compare the address with the one in the thread. Logging matches the exact address. The board needs an Email column, not a Text column holding an address.
- Check how the thread was started. Mail sent from the item’s composer always logs. Mail sent from Gmail or Outlook logs only when your connected address and the Email column address are both in the thread.
- In the same settings, open the three-dot menu on your connection and check the option that logs only outgoing emails with your address in BCC. Untick it if you want all outgoing mail.
- Ask an admin to check the Never log list. Only admins can see or change it.
- Check Email account setup and privacy > three-dot menu > Share options. If your own access shows Cannot view, the thread is hidden from you.
- Search for the same address in more than 250 Email columns, for example a shared inbox pasted into every account record. monday.com does not log those.
To confirm the fix, send one email to a colleague whose address is in the Email column, then check the item’s timeline and your email’s Sent folder. If a connected teammate’s address is in the Email column, the thread will not log against it, because monday.com skips any address that is itself an active connection.
If the connection itself keeps dropping, the how to connect Gmail to monday.com page covers the Gmail errors in more detail, and how to connect Outlook to monday.com covers Microsoft.
What does monday CRM Emails & Activities actually do?
Emails & Activities is the email and activity timeline on each monday CRM Contacts, Leads, Accounts and Deals item. It sends and receives email through your connected Gmail or Outlook account, logs meetings, calls and notes on the same timeline, and uses a composer with dynamic column fields, AI drafting and attachments up to 15 MB. It is available on the Standard, Pro and Ultimate plans, and the mobile app needs the inbox connected on a computer first.
Connection uses OAuth, which gives monday.com permission to read and write email for you. All emails are sent from your email provider’s server, so they appear in your Sent folder. By default the logged communication is visible to any full member of the account, and guests and viewers cannot open the app.
For the full feature split between monday CRM and monday work management, see monday CRM vs monday work management. If you are weighing whether this feels like a real CRM inbox, is monday a real CRM goes through it.
When does monday CRM skip an email?
monday CRM logs an email on an item in four cases: it was sent from that item’s composer, it includes both your connected address and an Email column address on the item, it includes your address and an Email column address on a connected item, or it belongs to a thread that is already logged. Everything else is skipped.
Cases that go untracked, with what the documentation says about each:
- BCC address. A logged thread can have the contact in CC or BCC. Separately, you can set the connection to log only outgoing mail that has your Emails & Activities address in BCC, so mail sent without it is skipped.
- Shared mailbox. Mass email can use a shared email, and the privacy rules apply. In Sequences you can pick only inboxes you own or inboxes shared with everyone on the account.
- Aliases. We found no help-center page that describes alias behavior, so we make no claim about it. Test one before rollout.
- Connected teammates. An address that is an active connection in Emails & Activities is not logged as a contact.
- Deleted connections. Deleting a connection hides its history from everyone until the account is reconnected. Removing it only stops new logging.
- Replies after a removal. Once you remove a connection, replies to ongoing threads stop logging as well.
The same contact on several items gets the thread on all of them, and the Item related activities filter does not remove those copies. Clean duplicates before you connect a team; how to import a CSV into monday.com shows how to skip duplicates on import.
Does Outlook sync differently from Gmail in monday CRM?
Logging works the same for both, and the differences are in setup. Outlook needs the connecting person to hold a Microsoft 365 license, and if monday.com does not appear in the Microsoft Entra admin center, you start the connection from inside monday.com first. An “Approval required” screen means a Microsoft tenant admin must approve the connection.
Gmail has its own rules. A Gmail address can sit on only one monday.com account with one user profile, and the red connection error usually means it is connected somewhere else; the fix is to remove monday’s access under Google Account Security Checkup > Third-party access. For both providers, monday.com says sending limits come from Gmail or Outlook and cannot be raised from monday.com’s side.
How do email templates work in monday CRM?
You make a template by typing the body in the composer, then choosing Templates > Save as new template and naming it. Dynamic fields from the {} Columns button pull values such as the contact’s name from the item. You can rename, update or delete a template from the same Templates menu.
Sharing a template with the team is available to monday CRM subscribers on all plans, with a choice of Only me or Everyone, and CRM admins can edit anything shared. Two limits matter. HTML is not supported in Emails & Activities templates, and templates in Emails & Activities are not available in mass email, and the reverse. One monday plan-types page mentions Pro for team templates while the templates article lists no plan limit for creating them, so confirm in your own account.
What are the limits for monday CRM email sequences?
Sequences run multi-step outreach and need the Pro plan or higher. A sequence can hold automatic emails, manual emails, general tasks, call tasks and wait times set in days. Enrollment is manual, through a sidekick request, or through an automation, and monday.com says a newly enrolled contact can take up to 15 minutes to start.
Documented limits and behavior:
- Email templates and HTML are not supported in Sequences.
- Attachments on automatic emails are capped at 15 MB in total and need Sequences V2.
- Automatic emails send inside the time zone and send window you set, and you can skip weekends.
- You can remove a contact on reply, on bounce, or on unsubscribe, and the Global unsubscribe list can be applied.
- Gmail and Outlook rate limits apply to sequences as they do to any mailbox activity.
monday.com’s own sequences text names the plan as “Pro plan and Enterprise plan” while other pages say Ultimate. We read both as the top tier. For how sequences and other actions use your automation allowance, see monday CRM automation recipes.
How many bulk emails can monday CRM send?
Mass emailing sends up to 500 emails at a time and 2,000 a day, and your Gmail or Outlook account may allow fewer. Select contacts with the left checkbox on any board that has an Email column, choose Mass email, check the From address, compose or pick a template, and send. Each recipient gets a separate thread.
| Item | What monday.com documents |
|---|---|
| Plan | Pro and Ultimate |
| Per send | 500 emails |
| Per day | 2,000 emails |
| Email column used | The first Email column only |
| Gmail trial account | 500 a day, per monday.com’s troubleshooting page |
| “Sending” status | Can last up to 24 hours before it signals a problem |
| Tracking dashboard | Mass email tracking, no data export |
| Larger campaigns | monday campaigns, which sends through a dedicated service |
Source: monday.com Support, “Mass emailing” and “Mass email tracking”, checked October 21, 2026. Gmail’s own limits can change; the Gmail figure is monday.com’s wording.
If the Mass email button does not show, the addresses are probably in a Text column, since only Email columns work. If a batch sits In queue or shows Failed, you have probably reached a daily limit, and the card view for that mailing shows the reason under Failed to send.
How does monday CRM email tracking work, and what are its limits?
Open tracking inserts a one-pixel image that loads from a unique URL, so a view is recorded when the recipient’s email client fetches it. Clicks on links are tracked as well. Tracking needs the Pro or Ultimate plan, you must tick the Email Tracking box before sending, and only the user who owns the sending account can see the details.
Accuracy is limited in both directions. Some clients block the pixel, so a read email shows as unopened. Some security software loads it before delivery, so an unread email shows as seen. monday.com states that tracking is not perfect. Treat opens as a signal and a reply as the real event.
Can I send email into a monday.com item without connecting an inbox?
Yes. Email to board gives each item an address under Write updates via email, and mail sent there appears as an update on that item. A board has its own address under Board settings > Create items via email, which turns each email into a new item. This is separate from Emails & Activities and carries no open tracking.
Account members must send from the address they joined with. The addresses contain your API key, so share them only with people you trust. The update field holds 46,000 characters, and the rest of a longer email is cut. When you email a customer and the item together, BCC the item address.
When should you get help with monday CRM email?
Bring someone in when more than a handful of reps connect inboxes, because privacy, the Never log list, duplicate contacts and the go-live date all need decisions at once. A single rep connecting one inbox needs nothing beyond the steps above. Our monday.com implementation service covers CRM email rollouts, and the monday CRM expert page describes how we scope that work. If you are still choosing a tool, the monday.com vs HubSpot comparison sets out how the email features compare, and monday CRM pricing explained covers the cost side. You can contact us with a description of what is not logging.
For the limits that gate these features by plan, see monday CRM plan limits 2026, and for connecting Slack, Gmail and Zoom together see monday CRM Slack, Gmail and Zoom integrations. The full topic map sits in the monday CRM guide.
Founder’s note, Alpit Patel. Most of the tracking tickets I see come down to one setting, not a fault. I’d check the logging setting and the sharing options before anyone reconnects the mailbox. I founded aibrevo in San Francisco in 2021, and through autoesta I have overseen 320+ GoHighLevel implementation projects across med spas, real estate, healthcare, dental, home services, SaaS and professional-services clients in the US, UK and UAE. About Alpit
Sources
- monday.com Support, Emails & Activities: how it works, checked October 21, 2026.
- monday.com Support, Emails & Activities, checked October 21, 2026.
- monday.com Support, Emails & Activities: settings and sharing and privacy, checked October 21, 2026.
- monday.com Support, Mass emailing and Sequences, checked October 21, 2026.
- monday.com Support, Email to board, checked October 21, 2026.