It says opened, but they say they didn't.
Usually a machine we can identify — check the timeline first, then send us the case.
Open the email's detail page and look at the timeline — it shows every pixel load with its classification and reason. Most 'they say they didn't open it' cases turn out to be one of:
- A scanner we already labeled — look for 'filtered (bots/scanners)' rows; those were never counted.
- Someone else with access — an assistant, a shared inbox, a forwarded copy.
- A brand-new scanner we haven't fingerprinted yet — rare, and exactly the case we want to hear about.
Forward the subject + timestamp to [email protected] and we'll trace the exact load. When a new scanner is confirmed we add it to the filter, which improves accuracy for everyone.
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Did this answer it? If not, email support — a human replies, usually within a day.