Troubleshooting Guide: Phishing Report shows a Hollow “Assumed Opened” icon

In a phishing campaign report, you may see that a learner clicked the phishing link, but there’s no solid “opened” icon. Instead, you see a hollow “assumed opened” icon.

Why this happens

Our system records an open when the tracking image in the email loads. If a learner’s email client blocks images, or they view the message in a preview pane that doesn’t load images, we can’t log it as an official open.

If the learner clicks a link in the simulated phishing email, the system assumes they must have opened the email and marks it with the hollow "assumed opened" icon to avoid undercounting engagement.

How to Fix it ( Enable Automatic Image Downloading)

To get the most accurate reporting, allow images to load automatically in phishing emails.

1. Option 1 - Add the Goldphish to your Safe Senders list:

• Add app@goldphish.com to your Safe Senders list. This tells your email client to always trust messages from us and show images.

2. Option 2 - For Outlook users (Organisation-wide -wide via Group Policy)

• If you manage email settings for your organisation, configure Outlook to trust specific senders or domains using Group Policy.