Our support team may need what is called the e-mail header to respond to queries or deal with issues with an e-mail.
You can send us the header in two different ways:
- You can forward the complete e-mail to us as an attachment (.eml file)
- You can copy the header from the e-mail and send it to us
This article explains what the header is and how you can send it to us using these two methods.
What is an e-mail header?
An e-mail has multiple layers of information, with the most obvious being the message content itself. However, every e-mail also includes what is known as a header – a hidden section that contains more information than is visible in the actual message text.
The e-mail header provides details about the entire transmission path of the e-mail and the communication between the e-mail servers involved. For example, it records which servers forwarded the e-mail, when this happened and whether anything unusual was detected during this. If, for instance, an e-mail has been marked as spam, this is captured in the header.
Forwarding an e-mail as a .eml file
The easiest approach is to forward the e-mail to us as a .eml file. A .eml file is an e-mail saved in text format. It contains both the content of the message and the header.
In most e-mail programs, you can either forward an e-mail directly as an attachment or save it as a file and then send it via e-mail.
Cloud Office
Select the desired e-mail. Then select “Save as file” in the menu at the top.
Apple Mail
Right-click on the desired e-mail and select “Forward as Attachment”.
Microsoft Outlook
Right-click on the desired e-mail and select “Save as” > “Save as EML”.
Thunderbird
Right-click on the desired e-mail and select “Forward and Redirect” > “As Attachment”.
Copying the header
A second option is to copy the header of the file and then send it to us in a new e-mail. How to view the e-mail header depends on the e-mail program.
Cloud Office
Right-click on the desired e-mail and select “View source”. A new window will open with the e-mail header. You can now copy it.
Apple Mail
Select the desired e-mail. Then select “View” > “Message” > “All Headers” in the menu at the top. A new window will open with the e-mail header. You can now copy it.
Microsoft Outlook
Select the desired e-mail. Then right-click on “View” > “View message source”. A new window will open with the e-mail header. You can now copy it.
Thunderbird
Open the desired e-mail. Then select “More” > “View source” in the menu at the top. A new window will open with the e-mail header. You can now copy it.
For support requests please use this form instead.
