Troubleshooting Email Tracking

If emails aren't appearing in Bullhorn, work through these steps to identify the issue. Email tracking captures copies of your emails passively, so most problems stem from misconfigured user settings, duplicate records, or setup issues.

What to Know First

Before troubleshooting, understand how email tracking works:

  • Copies, not originals: Bullhorn receives a copy of each email from your email provider—it doesn't intercept the original.

  • Real-time processing: If your email provider stops sending copies, emails won't appear in Bullhorn.

  • One email per record: Each record must have a unique email address. If multiple records share the same email, emails track to the record with the oldest (lowest) record ID, even if that record is archived.

Test Your Email Integration

Start by verifying your integration is working with an external test account.

Don't test by exchanging emails with coworkers on your shared domain—the domain is everything after the @ symbol, and testing within the same domain can cause issues.

  1. Create a new record with a unique external email address (for example, a Gmail account).

    • Ensure only one record has this email address.

  2. Exchange emails between your Bullhorn account and the test email address.

  3. Wait 10 minutes.

  4. On the test record, go to Activity > Email and check if the emails appear.

If the test emails appear, your integration works. If not, move to the next section.

Common Issues

Multiple Records With the Same Email Address

Each email address must be used by only one record.

  1. Go to Find and search for the email address in question.

  2. Check the results:

    • No results: The email may be on an archived record. See Changing the Status of a Record for how to search archived records.

    • Multiple results: Edit the records so only the one that should receive tracking is assigned this email address.

    • One result: If one record exists but emails still aren't tracking, continue to the next section.

Incorrect User Email Settings

Your user account settings control whether email tracking is enabled. If you're not an admin, ask your Bullhorn admin to verify these settings.

To check email settings:

  1. Go to Menu > Admin > Users.

  2. Find the user and select the pencil icon to open their record.

  3. Expand Email Settings.

  4. Verify these settings:

    • Primary Email / Reply to: Must match the user's actual email address.

    • Inbound Email: Must be toggled On.

  5. If you made changes, save and retest your email integration.

If settings are correct, contact Bullhorn Support and provide details about your test.

Disable Email Tracking for a User

To stop tracking emails for a specific user, disable their inbound email setting.

  1. Go to Menu > Admin > Users.

  2. Find the user and select the pencil icon.

  3. Expand Email Settings.

  4. Toggle Inbound Email to Off.

  5. Click Save.

Email tracking for this user is now disabled.