To diagnose email shipments, we require clear and concise information to identify the exact email that has caused the problem and thus locate the reason.
Problems Sending Your Emails
Sent emails may fail at various points, starting with your email manager, passing through any of the intermediate servers, up to the final server of the recipient where the email must be stored.
To review these cases, we need, at a minimum, to know the sender's address, the recipient's address, the date and time (approximate) the shipment was made, and any error that may have returned the shipment attempt.
Problems Receiving Your Emails
As in the previous case, we need the same data to locate these shipments, with the added difficulty that perhaps the sender cannot provide us with the date and time or error of shipment. Without this information, we cannot guarantee the location of the problem, and therefore we ask that you try to obtain this information to maximize the chances of identifying and solving the problem.
Problems Receiving Too Much Email (SPAM)
Identifying the origin and delivery method of these emails is essential to offer a solution to this problem. Basically, we need to see what you are receiving.
To do this, you have 2 alternatives, depending on your configuration and personal preferences:
If the affected accounts are configured by IMAP on your devices, the received emails will be retained on the server until you delete them. If you identify these shipments and give us permission to access this medium, we can see these emails in the mailbox.
If, on the other hand, you prefer that we do not access your webmail, or you have your mailbox configured by POP3 on your devices, you must provide us with a complete copy of these shipments in your ticket. It is essential that this copy includes the headers as they will give us clues to the origin and delivery method.
If you use Outlook, you can follow this documentation to extract a complete copy of the email: