---
title: "My open and click rates have been at 0 since the CNIL pixel update. What’s happening?"
description: "To comply with the law, you must now obtain your contacts’ consent before measuring their opens and clicks. Here’s what has changed and how to reactivate tracking."
url: https://help.sarbacane.com/en/articles/409-my-open-and-click-rates-have-been-at-0-since-the-cnil-pixel-update-what-s-happening
collection: "Pixel de tracking"
updated: 2026-11-12
language: en
alternates: [fr, es]
---

# My open and click rates have been at 0 since the CNIL pixel update. What’s happening?

To comply with the law, you must now obtain your contacts’ consent before measuring their opens and clicks. Here’s what has changed and how to reactivate tracking.

Your campaigns are sent and received by all your contacts. Only their opens and clicks are no longer reported in your statistics: the law now requires you to obtain a contact's consent before tracking their behavior in your emails. Until this consent is recorded in Sarbacane, their opens and clicks are not counted.

## What happened

Two tools are used to measure your recipients' activity: the tracking pixel, which counts email opens, and tracked links, which count clicks on your links. This is called behavioral tracking.

The CNIL now requires the recipient's consent for this tracking. This rule applies to all email senders, and Sarbacane complies with it just like everyone else.

Sarbacane does not know which contacts have given their consent. **All your existing contacts have therefore been set to “Inactive”**: their opens and clicks are not tracked. Your links still work normally for them; only their clicks are not recorded. This is a precaution, not an error.

## Restore open and click tracking

Update your contacts' behavioral tracking consent in **Sarbacane Contacts**:

### Method 1: Edit contacts individually in Sarbacane Contacts

1.  In Sarbacane Contacts, open your contact list.
    
2.  Select the contact you want to edit.
    
3.  Click Edit.
    
4.  Set the “Email behavioral tracking consent” field to **Active**.
    
5.  Save your changes.
    

This option is suitable if you have only a few contacts to update, or if you prefer to check each case individually.

### Method 2: Reimport your contact list

1.  Prepare your contact file (CSV with semicolon delimiter) by adding a consent column named **suivi**. If you are updating an exported list, rename the exported “Email behavioral tracking consent” column to “suivi”.
    
2.  Enter one of the permitted values in your file:
    
    -   **For an Active status (consent granted)**: Oui, True, Vrai or 1.
        
    -   **For an Inactive status (consent denied)**: Non, False, Faux or 0.
        
3.  Import the file into Sarbacane Contacts.
    
4.  During the column mapping step, map the **suivi** column to the system field “Email behavioral tracking consent”.
    

> **Important:** name your column “suivi”. A column header containing the word “email” is not picked up during import, and your file must contain only one “email” column and only one “phone” column.
> 
> → [See the detailed procedure](https://help.sarbacane.com/en/articles/404.md)

### Method 3: Create a campaign to collect consent

1.  Create a campaign.
    
2.  Add a title or question, for example: “Do you agree to let us measure email opens and clicks on our links?”
    
3.  Add a button and link it to the tracking preferences management page.
    
4.  Send the campaign.
    

When a contact answers “yes” or “no”, their status automatically changes to “Active” or “Inactive”.

**Important: only enable tracking for contacts whose consent you can prove.** Enabling tracking without valid proof puts you at risk of non-compliance.

## Still at 0% after updating your contacts?

This is normal for campaigns already sent: **updating consent is not retroactive**. As long as a contact is “Inactive”, their opens and clicks are not tracked in the emails they receive. Campaigns sent before their consent was activated therefore cannot show their opens or clicks, even after you edit or reimport your contacts.

Opens and clicks are measured again on campaigns sent **after** your contacts have been set to “Active”.

If a new campaign still shows 0%, check:

-   that the “Email behavioral tracking consent” field is set to Active on your contact records;
    
-   if you imported, that the suivi column was mapped to this field during the column mapping step;
    
-   that the campaign was sent after your contacts were updated.
    

> **Also check:** your open- or click-based settings (follow-ups to non-openers or non-clickers, A/B test winner, scenarios triggered by an open or a click) only take “Active” contacts into account.

## Related articles

→ [How to import tracking pixel consent in Sarbacane?](https://help.sarbacane.com/en/articles/404.md)  
→ [Why are your open and click rates decreasing in Sarbacane?](https://help.sarbacane.com/en/articles/407.md)  
→ [Enable / disable behavioral tracking for your Sarbacane campaigns](https://help.sarbacane.com/en/articles/31.md)