Prerequisites
- Email Analytics and Sender Reputation — The screen these problems occur on
Email Analytics Problems
Symptoms on the Analytics & Reputation screen, and what each one means.
Analytics are read live from your brand's sending infrastructure every time the page loads, so most problems fall into three groups: sending is not set up, there is genuinely nothing in the period you chose, or two figures are being compared that measure different things.
Known Issues
"Email analytics aren't available yet"
The brand has no verified sending domain, so there is no sending history to report.
Select Set up email sending on that card, or go to Communication > Email > Senders, and complete the sending domain setup. Analytics start the moment the brand sends its first message.
Check you are in the right brand too. Mail delivery is configured per brand, so a brand you have not set up will show this card even when another brand is sending happily.
"No email activity for this period"
Nothing was sent in the selected date range or on the selected stream.
Widen Period — try All time — and set Stream to All streams. A stream filter is the common cause: a brand sending only broadcasts shows nothing while the transactional stream is selected.
The opt-out list stays visible in this state, because who is suppressed does not depend on the date range.
"Couldn't reach the email analytics service"
A temporary connection problem between Zyntro and your sending infrastructure.
Reload the page. Because nothing is cached, a brief outage shows as an error rather than stale figures.
If it persists, confirm on the Senders screen that the brand's DNS records are still accepted for sending — a sending setup that has been broken or changed can surface here first.
The Opt-outs card and Inactive recipients disagree
They are different measurements, and both are correct.
Opt-outs / Suppressed counts addresses on the suppression list, once each, for the selected stream and filters.
Inactive recipients (all time) in At a glance counts everything your sending infrastructure will not attempt, across the whole server, for all time, ignoring both filters. It is labelled "all time" for exactly this reason, and it will usually be the larger number.
The reputation banner says there is not enough data
No messages were sent in the selected period.
Reputation is computed from the bounce and spam rates of mail sent in the period, so with nothing sent there is nothing to judge. The banner is neutral rather than green on purpose — it is an absence of information, not a clean bill of health.
Widen the period to see your standing over a longer window.
Open rate looks far too low
Opens are undercounted by design, and measured against everything sent.
An open is recorded only when the recipient's email client loads a tracking pixel, and many block it by default. The rate is also calculated against all messages sent, not just those where tracking was possible — the Sent card shows the tracked number beneath the total.
Use clicks, replies and click-to-open as your engagement signals. A low open rate alongside healthy clicks is normal.
Bounce rate jumped after one send
Usually a batch of addresses that do not exist — an import or an old list.
Open the Bounce breakdown chart and look at hard bounces specifically. A cluster of them points at list quality rather than a delivery problem.
Leave the resulting suppressions in place, and check Sender Reputation Thresholds for whether the rate has moved you out of the healthy band.
A Reactivate button is missing and the row says Locked
The suppression is a spam complaint.
Spam complaints cannot be removed, by you or by Zyntro. The recipient has to opt back in themselves. Every other reason — hard bounce and manual — can be reactivated with consent.
Contacts were marked as opted out and you did not do it
The CRM sync that runs when the analytics page loads.
Any contact whose address is on the suppression list is marked as opted out of email so future sends skip them, and the page reports how many it changed. This only ever adds an opt-out — it never clears one.
If a contact should be receiving email, the fix is to reactivate the address rather than to clear the flag on the contact, because the suppression itself would otherwise still block delivery.
Frequently Asked Questions
Live. Every load reads from your sending infrastructure directly, so there is no reporting delay to allow for. The trade-off is that a connection problem shows as an error rather than older figures.
Because a suppression is not an event in a date range — it is a current block on an address that lasts until something removes it. Filtering it by date would hide addresses that still cannot receive your email.
It is a rolling 365 days ending today, not twelve calendar months from the first of a month.
No. The screen reports on the brand you are working in, because each brand has its own sending setup and its own reputation. Switch brand to see another.
Need More Help?
If analytics stay unavailable while your sending domain is verified and accepted, contact Zyntro support with the brand name and the time you saw the error. Support is also the route for adding a manual suppression back after an accidental reactivation.
Contact Support