How to forward an email to support for analysis
Issues such as delivery status notification failures or message failure notifications are commonly called bounce back messages and may require some interpretation by customer support. We will need to see the entire message with original date, headers etc. so we can find log entries and determine the reason for the notification message.
If customer support requires that you send an email in for analysis, do not simply forward the message, this is because it strips essential header information. The messages that you report must be in RFC822 format as MIME attachments. This preserves the email header information that is required.
Please call customer support and we will provide you with an email address to forward the message(s) to.
The following will outline the steps for attaching a message for analysis - for several popular email clients:
HOW TO SEND A MESSAGE AS AN ATTACHMENT WITH
MICROSOFT OUTLOOK
1. Open the message you need to forward.
2. In the “Home” tab under “Respond”, click on “More” then click on “Forward as Attachment”.
3. Enter the email address you were provided to send the message to, and then click “Send”.
HOW TO SEND A MESSAGE AS AN ATTACHMENT WITH
THUNDERBIRD
1. Select or open the message you need to forward.
2. In the menu bar open the “Message” menu.
3. Go to “Forward As” and select “Attachment”
4. Enter the email address you were provided to send the message to, and then click “Send”.
HOW TO SEND A MESSAGE AS AN ATTACHMENT WITH
MAC OS X MAIL
1. In the message list, select the misclassified message.
2. Secondary click the message and choose forward as attachment.
3. Click Send to send the message.
Please contact support if you have any questions regarding these instructions.
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