When you experience an issue with your email, it is important to provide us with as many details as possible so that we can quickly analyze the situation.
In short: give support the sender's and recipient's addresses, the exact date and time, the software used and the full error message, with the message header if possible, and attach the summary from diag.swisscenter.com.
What information should I provide to support?
Please provide at least the following information:
- the sender's email address;
- the recipient's email address;
- the exact date and time of sending or receiving;
- the software used (webmail, Outlook, Thunderbird, phone…);
- the error message encountered, or better, the full bounce message (the non-delivery notice you received back);
- the message header, if available: see the article on email headers to learn how to get it;
- a screenshot of the error message, if the problem appears in your software.
These elements will help us identify the source of the problem and offer you a suitable solution.
How do I attach a diagnosis of my domain?
Our public tool diag.swisscenter.com (the tool is in French) checks the DNS records of your email (MX, SPF, DMARC, DKIM) and prepares a summary to paste into your request:
- In the input field (« Ex: domaine.ch »), enter your domain, the part of your email address after the @. You can also paste the whole address: the tool only keeps the domain.
- Click Analyser le domaine (analyze the domain), then wait until all the cards have loaded: a summary copied too early lists the checks still in progress.
- Click Ticket. The button shows Copié ! (copied): the summary (domain, date, link to the diagnosis and findings) is in your clipboard. Paste it into your request.
Each card is explained in Diagnose your domain and email with the SwissCenter diagnostic tool.
How do I send my request?
Send this information by opening a request with our support team.
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