Introduction

All email needs to be sent from one mail server to another, occasionally some emails are blocked, bounced or filtered, preventing them being delivered properly. This is rarely due to your internet connection, but more likely to be due to your email provider. Due to the content of our emails (hyper links etc), some anti-spam services might over-zealously block emails from Connect.

You've most likely arrived here from our email troubleshooting article, part of finding out why an email was sent to your Junk-mail is sending us a copy of your email header, best done by sending us the whole email as an attachment.

How to send an email as an attachment

  Using Outlook 

  • Double click on the Junk email.
  • In the new pop-up window, click File -> Save as. 
  • Leave the file type as as .msg file and save it somewhere on your computer. 
  • Send a new email to support@essensy.tech with the saved email as an attachment, along with a description of what you were trying to do, and where you found it in your mailbox (Junk). 
  • Don't forget to reference a Case number if you already have one!

Using Apple Mail

  • Open up a new email
  • Find the Junk email then click, drag and drop it into the new email window, this should attach it as a file
  •  Send the new email to support@essensy.tech with the saved email as an attachment, along with a description of what you were trying to do, and where you found it in your mailbox (Junk). 
  • Don't forget to reference a Case number if you already have one!

Using Gmail

  • Find and open the Junk email.
  • Click the down arrow next to the reply button
  • In the newly opened drop down menu, click 'Show Original'
  • This will open a new page with the full version of your email, click the 'Download Original' button.
  • This will save it as a text file (.txt), you could alternatively copy the whole thing and save it as a text file.
  • Send the new email to support@essensy.tech with the saved .txt file as an attachment, along with a description of what you were trying to do, and where you found it in your mailbox (Junk).  
  • Don't forget to reference a Case number if you already have one!
Did this answer your question?