Understanding Copytrack Emails: What Councils Need to Know
Updated Guidance
Over recent months, many councils have reported receiving copyright-infringement emails from a company called Copytrack. These messages claim that an image on the council’s website has been used without the correct licence, often followed by a request for payment or proof.
These emails can look worrying, but in many cases the claims are based on incorrect or incomplete information, and councils should not feel pressured into responding urgently or providing information they do not hold.
This updated guidance explains what’s happening, why these claims can be misleading, and the simple steps councils can take to respond confidently and appropriately.
Why these emails can be misleading
Copytrack uses automated systems to match images on websites with images in photo libraries. These systems are not always accurate. We have seen cases where:
- The image Copytrack identifies is not the same image used on the council’s website
- The council is asked for proof even though they are not the licence holder
- Automated reminders are sent even when the claim has no valid basis
In other words, the presence of a letter does not mean that a copyright infringement has occurred.
What councils should do when receiving a Copytrack email
Here is the recommended approach for handling these emails:
Step 1: Check whether the referenced image is actually on your website
If the image shown in Copytrack’s email is not the one on your website, the claim is invalid.
Step 2: Ask Copytrack to prove their authority before you proceed
Councils are under no obligation to provide licence information unless the claimant can first demonstrate that they represent the rights holder of the image in question.
A clear and simple response is:
“Please provide proof within three (3) business days that you represent the exclusive copyright holder of the image you are referring to.”
This is a factual, reasonable request — and it places the burden back where it belongs.
Step 3: Do not send licence records you do not have
In most cases, councils are not the licence holders and therefore cannot provide:
- purchase receipts
- download history
- stock-library account screenshots
It is perfectly reasonable to make clear that you cannot supply information you do not possess.
Step 4: Only continue the conversation if Copytrack can prove their authority
If they cannot demonstrate rights ownership, you are not obliged to respond further.
Step 5: Do not feel pressured by automated deadlines or reminders
These are generated by their system and do not impose any legal obligation.
When the image originates from a reputable stock provider
Many council websites use imagery sourced from established stock providers.
Where the image has been correctly sourced and licensed:
- The use is lawful
- No infringement exists
- No payment is required
Councils should not feel pressured into making payments without clear evidence of wrongdoing.
Why this approach protects councils
By asking Copytrack to prove their authority first, councils ensure that:
- They only engage with legitimate claims
- They avoid sharing unnecessary information
- They prevent being drawn into lengthy or confusing exchanges
- They safeguard themselves from incorrect or speculative demands
This simple, consistent response gives councils a clear, confident way to handle these notices.
Final reassurance
Copytrack emails can appear formal and urgent, but many are triggered by incorrect automated matching or address the wrong party entirely.
A single, factual response asking the claimant to prove they represent the exclusive rights holder is usually all that is required. Councils are not expected to provide information they do not have, and they should not feel pressured by automated deadlines.
If a claim is accurate and properly evidenced, councils can then review it appropriately — but for the majority of cases, this first step resolves the issue quickly.
