Identifying visitors to website based on email click? Not working

Your software
My Mautic version is: 4.1.2
My PHP version is: 7.4
My Database type and version is: mysqlnd 7.4.27

Your problem
My problem is:


  • Lots of contacts imported to Mautic DB via CSV
  • Email sent to contacts (email done via builder, link tracking on & changing URL as expected)
  • Email recipient clicks on link & visits website.

PROBLEM: The user isn’t recognised by Mautic? I’d have hoped that based on the fact they click a link from an email (sent via Mautic with link tracking on), that they’d be identified. They’re not (checking cookie for Mautic ID, it appears that they are assigned a new ID as a new user… So Dynamic content doesn’t work).

These errors are showing in the log:

None, just the visitor has the wrong Mautic ID. My hope was that as they’d clicked a link that’s tracked, and sent to a contact in the Mautic contacts database, then Mautic would recognise the user when they visit the website.

Steps I have tried to fix the problem:

Note: Yes, I tried different browsers, yes link tracing and URL tracking is on, and ys, I’m using the default Mautic builder and checking received emails the URL is updated ot redirect via the Mautic subdomain.

Before we take a deep dive into troubleshooting:
Are you using the same domain for Mautic and your Website?