Help and FAQ

In order to resolve an unwanted email (spam) or bounce or failure problems with your email, our support team needs you to provide the detailed header of the message in question.

This header contains all the information about the servers involved in the exchange of the message, the path taken by it, and the reasons for the failure to send (if any).

Here is how to recover the email header in the most popular email management systems.

Outlook 2013 (and 2010)

1. Open the email concerned.
2. On the Message tab, click the arrow in the corner of the Tags section.
   • 
   • You can also press File and then the Properties button under the Info tab
3. A window will appear with the header you are looking for in the Internet Headers section.
4. Select all the text contained in this field and copy it into an email. Briefly explain the source of your problem and send your message to our customer service.
   • 

Outlook 2007

1. Open the email concerned.
2. On the Message tab, in the Options section, click the launcher of the dialog box.
3. Under Message Options, the headers are in the Internet Headers box.

Mac Mail (El Capitan)

1. Go to Overview > Message > All Headers.
2. Select all the text in the header and copy it into an email. Briefly explain the source of your problem and contact us by opening a support ticket.

Outlook.com (Hotmail)

1. Open the email concerned.
2. At the top right of the message, click the arrow to the right of the Reply button and choose Show Message Source in the flyout strip.
   • 
3. A window will appear with the header you are looking for. Select all the text contained in the Source box of the message and copy it into an email. Briefly explain the source of your problem and create a support ticket with the necessary information.
   • 

Gmail

1. Open the email concerned.
2. At the top right of the message, click the arrow to the right of the Reply button and choose Show original in the drop-down menu.
   • 
3. A new tab will appear with the header you are looking for. Select all the text and copy it into an email. Briefly explain the source of your problem and send your message to our customer service.