Recently, encountered an issue where Dynamics 365 generated duplicate tracking tokens in outbound emails, leading to challenges with email tracking and conversation history. If your organization relies heavily on automated email processing, this could become a significant issue.
The Cause of Duplicate Tracking Tokens
The root cause of this issue lies in the “Number of digits for incremental message counter” setting. Find these settings in the Power Platform admin center under Environments > [select an environment] > Settings > Email > Email Tracking. See documentation, Manage email tracking settings.
- This setting was set to 3 digits, causing the counter to run from 000 to 999 before looping back to 000.
- When the system sends a high volume of emails from the same user account (e.g., a service principal or service user), it repeats the tracking token sequence, creating duplicate values.
- As a result, email tracking can fail, linking replies to the wrong email threads or even losing them in the system.
The Solution
To prevent this issue, we increased the incremental message counter to 9 digits.
- With 9 digits, the counter can handle up to 999,999,999 emails before looping.
- This change eliminates the risk of duplicate tracking tokens for the foreseeable future.
Recommendation
If you or your customers experience issues with duplicate tracking tokens in Dynamics 365, follow these when troubleshooting:
✅ Check the “Number of digits for incremental message counter” setting – If set to 3, consider increasing it to 9 to prevent token reuse.
✅ Check the sending account – Sending emails from a service principal or a high-volume automated account (e.g., customer service or marketing automation) increases the risk of duplicate tracking tokens.
By making this simple configuration change, you can ensure more reliable email tracking and avoid issues with duplicate tracking tokens in Dynamics 365.
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