'Tracking options are not allowed for trial accounts. Please upgrade your account to enable this feature'

Question and Answers
1

I have a small internal app where we use Nylas for 3-4 mailboxes. Admittedly, we have been on a Free/Trial account for the last 1.5 years without any issues. That was until yesterday, when every nylas send email request started returning a 500 error with this message:
Tracking options are not allowed for trial accounts. Please upgrade your account to enable this feature

As Nylas does provide a lot of value, we immediately signed up for a paid plan. However, the error persisted whenever the tracking_options object was provided to the send email endpoint. I was only able to get the in-app email functionality working again after omitting tracking_options from the payload of every send email request.

  1. Why did this start happening with no notice?
  2. Why does the error persist even though we upgraded our plan?
1 Like
2

Can you provide me with your application-id ? I can check why error is persisting even after you upgraded to paid account.

4

I’m having the same problem since a few days. I been using the sandbox plan and it stopped working out of nowhere. I asked a friend who has signed up yesterday and he getting the same message.

Here is my response from nylas api
NylasApiError: Tracking options are not allowed for trial accounts. Please upgrade your account to enable this feature

5

This issue occurred to me as well. We already had subscriptions for production and staging environments. However, when attempting to perform the same action on the development environment, I encountered the same error message.

”Tracking options are not allowed for trial accounts. Please upgrade your account to enable this feature.”

1 Like
6

I’m happy to shed some light on what has happened.

Recently, we discovered that a number of malicious attackers were using our service for their phishing attacks. They would sign up for a free trial account and use a Nylas sandbox application to create click tracking links in order to obfuscate or disguise their phishing domain URLs. They would then use those URLs in their attacks.

Attempts to block them were difficult because they would just sign up a new trial under a different email address. In order to protect our tracking domain spam reputation and prevent emails sent through Nylas from getting incorrectly marked as phishing attacks, we made the decision to remove tracking support from all Sandbox apps. I will have our engineers look into alternatives to block these attackers to minimize disruption to paid customers.

For now, if you are testing email tracking features for sending, please create a Nylas Development application on the dashboard and test there. If you are using tracking options for email campaigns, please create a Nylas Production application on the dashboard and use that app for all business use.

Please respond with your Nylas app ID if you are seeing this error from a Production or Development app and we will investigate it promptly.