Diagnosing email delivery issues

When requesting assistance with email delivery issues it is important that you supply us with accurate information regarding the issue that you or the third party are experiencing.

It is common for clients to forward us copies of the email which may be troublesome, how ever this does not provide us with all information as headers and other vital information are lost.

To report a mail delivery issue use only the format below for each issue

Date of when the email was sent
The senders email address
The recipients email address
Brief description of the issue (A one line explanation, ie an error code - KISS)

Example of a valid support request regarding email delivery issues:

Date : 2019/04/01
Sender : info@april.co.za
Recipient : bob@nomail.co.za
Issue : 554 error / bounce


Tips :
Do not guesstimate the dates in which emails were sent, provide us with the actual date.
Do not forward us copies of correspondence between parties, typically this information is privileged and you may not have permission to do so. Additionally it does not help us locate the sender or recipient in a productive fashion.
Provide us with the senders actual email address. Our logs cant find Jo @ some domain

  • bounce, multiple, delivery, email issue, logs, email, mail, e-mail, smtp, issue, ndr
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