Knowledge Base > Documentation > Download emails for Customer Care troubleshooting support
By Lucy Meier on 2019-11-14

Sometimes, support staff will ask users to provide us with the source of a problematic email. . It can be a a spam email, or an email that has not been received by a recipient, or something completely different. The process of saving the email source as a file is a bit cumbersome, but we do it this way, to ensure that we get the full headers needed for the investigation, and that you have full control over what information you share with us.

Here is how you do it:

  1. Login to webmail at
  2. Select the mail in question by clicking on it
  3. Click on “More” in the top right corner
  4. Click on “Show Source”
  5. Right Click on “Show Source” and Click “Save As..”
  6. Wait for the download to finish and place the file in a location you can recall later
  7. Add the resulting file as an attachment to your reply in the support thread