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Salesforce Email Tracking and Bounce Alert fails when 'Data Protection and Privacy' is enabled

Publiceringsdatum: Jun 15, 2026
Beskrivning

Overview

With Data Protection and Privacy enabled in a Salesforce org, email tracking for emails sent from Salesforce requires an Individual record for every recipient, including Contacts, Leads, Person Accounts, and Users.
When this requirement is not met, the HTML Email Status Related List and Bounce Management Alerts may not record sent HTML emails. Additionally, emails sent in Lightning Experience from Contact or Lead records may appear as Not Tracked even when email tracking is enabled.

Root Causes

The following conditions can cause Salesforce Email Tracking and Bounce Alerts to fail:

  • Enforce email privacy settings is enabled, but Data Protection and Privacy is not enabled in the org.
  • A recipient (Contact, Lead, Person Account, or User) is missing an Individual record.
  • The Individual record associated with a recipient has the Don't Track field checked.

Note for Einstein Activity Capture (EAC) and Inbox Users

If your Salesforce org uses paid Einstein Activity Capture (EAC) — available through Inbox or Sales Cloud Einstein Permission Set Licenses — and you are using the legacy Inbox add-in, you must enable the Email Tracking feature separately. To do this, navigate to Setup > Inbox > Setup Assistant > Enable and Configure Inbox Mobile (and Legacy Desktop) Features > Email Tracking in Lightning Experience.

Lösning

Step 1: Verify Data Protection and Privacy Settings

Confirm that Data Protection and Privacy is enabled in your org and that Make data protection details available in records is checked.
In Salesforce Classic: Go to Setup > Administration Setup > Company Profile > Data Protection and Privacy > Make data protection details available in records.
Then go to Setup > search Deliverability > Email Deliverability page > ensure Enforce email privacy settings is checked.
In Lightning Experience: Click the gear icon > Setup > Company Settings > Data Protection and Privacy > Make data protection details available in records.
Click the gear icon > search Deliverability > Email Deliverability page > ensure Enforce email privacy settings is checked.
Note: If neither Enforce email privacy settings nor Data Protection and Privacy is enabled, the root cause is different. Refer to Additional Resources below.

Step 2: Check for Missing Individual Records

Each recipient (Contact, Lead, Person Account, or User) must have an Individual record assigned.

  1. Open any Contact, Lead, Person Account, or User record.
  2. Check the Individual field on the detail page. If the field is not visible, edit the page layout and add the Individual field.
  3. If the Individual field is blank, click the lookup icon and select New.
  4. Enter a First and Last Name and click Save.
  5. Open the newly created Individual record and confirm the Don't Track field is unchecked.
  6. Send a test HTML email.
  7. Check the HTML Email Status Related List and Report to confirm email tracking details are being captured.

Step 3: Check the 'Don't Track' Field on Individual Records

If an Individual record exists but tracking is still not working:

  1. Open the Contact, Lead, Person Account, or User record.
  2. Check the Individual field on the detail page.
  3. Open the Individual record assigned to this recipient.
  4. Check if the Don't Track field is checked.
  5. Edit the Individual record, deselect Don't Track, and click Save.
  6. Return to the related Contact, Lead, Person Account, or User record.
  7. Send a test HTML email.
  8. Check the HTML Email Status Related List and Report. If an email bounces, Bounce Alerts should now be flagged.

Note: If the above settings are not visible in your org, ask your Salesforce administrator to execute these steps.

Knowledge-artikelnummer

000383296

 
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Salesforce Help | Article