To enable us to analyze the behavior of a message relayed through our gateways, please provide the following information:
Essential information to provide if the message does not appear in the tracking logs:
Please specify:
The exact date and time the message was sent (timestamp).
The sender’s email address.
The recipient’s email address.
If the message appears in the tracking logs:
You can send us the direct search link you used in your browser:
Simply copy the full address (URL) of the search from your browser’s address bar.
Paste this link into your ticket reply.
This will allow us to access the search directly and identify the relevant message.
For any other case (unreadable attachment, encoding issue, suspicious content, etc.):
Please send us the concerned message directly by following the procedure described here:
How to attach an email for analysis ?
These elements will allow us to reproduce the search and perform a complete analysis of the message on our gateways.
Thank you for your cooperation.
Kind regards,