We may ask you to provide the full email headers from an email you have received to help diagnose a problem. All emails have hidden headers that contain useful diagnostic data, these headers are essential for diagnosing spam and delivery issues. Usually your email software will only show the basic headers such as "From", "Subject" and "To"
It is usually insufficient to forward the email to us because when you do this all the hidden headers are lost.
Here is how to display the full headers in various common email software, once you have found the full headers you can copy and paste them into an email to us:
Apple Mail (Desktop)
When viewing the email select View > Message > All Headers
Apple Mail (iCloud.Com)
https://support.apple.com/en-au/guide/icloud/mmcc887ce9/icloud
Apple Mail (iPhone, iPad)
Unfortunately this is not possible, you will need to access your email through your desktop/laptop or online at iCloud.Com
Microsoft Outlook (Desktop, newer versions)
Double click the message to open it in a new window.
Click ... to the right of the email and choose View > View message source
(This displays the full email source which is more than we need but that's OK!)
Microsoft Outlook (Desktop, older versions)
Double click the message to open it in a new window.
Choose File > Properties
You will see the full headers displayed in the "Internet Headers" box, you can highlight all the headers and copy them (Ctrl+C) then paste them into an email to us.
Microsoft Outlook (outlook.com)
When viewing the email message click the three dots (...) to the right of the sender (not the three dots at the very top in the menu bar)
From this menu choose View > View message source
(This displays the full email source which is more than we need but that's OK!)
Gmail (gmail.com)
When viewing the email message click the three dots (...) to the right of the sender
From this menu choose Show original then click Download Original, you can then attach this file in an email to us.
(This downloads the full email source which is more than we need but that's OK!)
Gmail App (iPhone, iPad, Android)
Unfortunately this is not possible, you will need to access your email online at gmail.com using your desktop/laptop
Yahoo
When viewing the email message click the three dots (...) and select View Raw Message.
(This displays the full email source which is more than we need but that's OK!)
Roundcube Webmail
When viewing the messages click the Headers link located directly above the message.
