Use this when email is delayed, rejected, missing, bouncing, or not reaching the expected recipient.
At a glance
- Use this when: Anyone troubleshooting delayed, rejected, missing, or bounced email.
- Typical time: 5 minutes to collect examples
- Priority signal: High if a large group, client, or time-sensitive business process is affected.
Quick checks
- Check Outlook search, Deleted Items, Junk Email, and Focused/Other inbox views.
- Confirm the sender and recipient addresses are spelled correctly.
- Ask the sender whether they received a bounce-back.
- Check whether the message appears in quarantine if you have access.
Steps to try
- Find one clear example message for IT to trace.
- Capture sender, recipient, subject, and approximate sent time with timezone.
- Save the full bounce-back text if one exists.
- Confirm whether this affects one message, one sender, one recipient, or all email.
- Submit a ticket with the Sender/Recipient examples field completed.
Submit a ticket when
- An expected message is missing or delayed.
- A sender receives a bounce-back.
- Multiple recipients are affected.
- The issue involves an external client, vendor, or time-sensitive process.
Include this in your ticket
- Sender and recipient email addresses.
- Approximate sent time and timezone.
- Subject line or message example.
- Bounce-back, error message, or screenshot.
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