Last updated: 11/12/2026
Summary
As of October 28, 2026, Keap turned off open and click tracking for contacts whose email addresses end in .fr, .it, .re, .gp and .mq. Your emails to these contacts are still sent, and the contacts are not unsubscribed.
What you need to do:
- Review where you use Keap. Keap may be used only with recipients in supported countries per our Terms and Conditions, and France and Italy are not supported.
- Review any automations or reports that depend on opens or clicks. They will not work for contacts whose tracking is turned off.
What changed
- Open and click tracking is off for these email addresses. Keap turned off open and click tracking for addresses ending in .fr, .it, .re, .gp and .mq. Opens are recorded through tracking pixels. Click tracking, which relies on unique links, was turned off as a precaution. Keap may change or reverse this measure at any time.
- Recipients can control tracking from the unsubscribe link. The unsubscribe link in all emails sent through Keap now includes an Email tracking tab, where a recipient can allow or stop tracking without unsubscribing. This also works from emails you already sent.
What did not change: your emails are still sent normally, and contacts who stop tracking stay subscribed. Only the recording of opens and clicks is affected.
What recipients see
When a recipient clicks the unsubscribe link, the page has an Email tracking tab. The recipient reads a short explanation, chooses to allow or not allow tracking, and saves the preference. The page tells them that declining does not unsubscribe them and that they can change their choice at any time. A choice of "Not yet chosen" is the UNKNOWN status in Keap.
This tab is a preference tool. It is not a consent-management solution, and using it does not by itself satisfy any legal consent requirement.
Limits of this change
- It is based on the end of the email address only. A contact in France or Italy with a .com or other address is not covered and is tracked as usual.
- It is a platform measure. It is not a compliance solution, and it is not a determination about which laws apply to you or your recipients.
Background: regulator guidance
Privacy regulators in France and Italy have published guidance on tracking pixels in email. A tracking pixel is a tiny, invisible image that loads when an email is opened, which is how an "open" is recorded. Both regulators generally require the recipient's consent when pixels are used to measure an individual recipient's behavior, subject to limited exceptions, such as aggregate statistics, security, and certain service communications. They differ in some details:
- France (CNIL): The CNIL's recommendation was adopted on March 12, 2026 and published on April 14, 2026. It treats tracking pixels like website cookies and generally requires prior consent, which is separate from consent to receive the email itself, unless an exception applies. Sources: Recommendation on tracking pixels in email (French) and English version (PDF).
- Italy (Garante): The Garante's guidelines are dated April 17, 2026 and were published on April 29, 2026. They are based on Article 122 of the Italian Privacy Code and the GDPR. They require senders to inform recipients in advance and generally require prior consent unless an exception applies. For promotional emails, the Garante says consent to pixels can in principle be included in the general consent to receive promotional emails, if the request is clear and neutral. Recipients must be able to withdraw consent easily, including by choosing to keep receiving emails without tracking. Sources: Tracking pixels in email (Italian), including the official guidelines.
These are short summaries, not a complete or authoritative statement of the guidance, and they are not legal advice. The guidance addresses tracking pixels, which record opens. Details, dates and exceptions are in the sources themselves, which you should refer to directly. Requirements vary by country and change over time, and this page does not address other countries.
Automations and reporting
Automations that start or move forward when a contact opens an email or clicks a link will not run for contacts whose tracking is off. Keap cannot adjust your automations for you, so please review any that rely on opens or clicks.
Consider relying less on opens. They were already unreliable because of privacy features such as Apple Mail Privacy Protection. Replies, bookings, purchases and form submissions are stronger signals.
Frequently asked questions
Will contacts be unsubscribed?
No. They keep receiving your email. Only open and click tracking is affected.
Will this affect whether my emails are delivered?
Emails are sent normally. The change affects only whether opens and clicks are recorded.
Can I turn tracking back on for these contacts?
Not at this time.
Can I turn off tracking for all of my contacts?
You can contact Keap Support to ask about options. Availability is not guaranteed, and any change to your account remains your decision and responsibility.
Does this apply to other countries?
This change applies only to the email addresses listed above. It is not a determination about other countries' laws. Requirements vary by jurisdiction, and you remain responsible for complying with the laws that apply to your recipients.
Will this change?
Keap may change or end these measures at any time. We will update this page and its "Last updated" date.
Your responsibilities
As between you and Thryv, you are responsible for compliance with the laws that apply to your recipients, including any notices or consent those laws require and honoring opt-outs. Keap provides tools but does not make these decisions for you, and using them does not by itself make your email practices compliant with any law. This page is informational and is not legal advice. Please consult your own legal counsel.
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