Email Notifications

How are the locations of email opens determined in HubSpot Sales?

Last updated: December 15, 2017

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Marketing: N/A
Sales: Free, Starter, Professional

We determine open locations based on the IP address associated with the open. The location given for a particular open can vary greatly, based on the nature of internet service providers (ISP) and IP addresses.

Network and security software

Each ISP can result in varying levels of IP location accuracy, whether on your

  • Company network
  • Home network 
  • VPN
  • Mobile network

The recipient's email security software can also have an impact on open locations. When an email is scanned for malicious material, the message content is loaded by a server which may be located in various cities around the world. 

Please note: if HubSpot detects multiple IP address locations for one email tracker event (this can happen since HubSpot gets these events from a couple different sources) and they all don't match, HubSpot opts to show no location in your activity feed for an "email open" event instead of an erroneous one.

Why does the open location seem inaccurate?

The location your email was opened in that's displayed in your activity feed is based on the IP address of the person opening it. There are a number of reasons that the location might seem strange, primarily related to the nature of IP addresses.

For example, if you send an email to someone in New York and it's listed as opened in California, it might be that:
  • The person is temporarily in California.
  • The person has forwarded the email to someone in California.
  • The person is using technology that changes their IP address to a different location (e.g., VPN, dial up internet, internet proxy).
  • Their internet provider makes the request look like it's from California even though it's from New York.
The information we use to show the location might be incorrect (IP addresses and the geographic information associated with them are constantly changing). We're constantly updating our database to make sure that we're using the most up-to-date information.

 

Why are there multiple open locations?

When an email contains multiple open locations as seen in the screenshot below, this can indicate one of a few things:

  1. The email has been forwarded, and someone in another location is viewing the email.
  2. The recipient has changed locations.

 

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