Is your email bouncing or acting up? Learn how to pull the exact data file our support team needs to fix your mail delivery blocks.

Whenever an email bounces back, fails to send, or acts unpredictably, our technical support team needs to look "under the hood" of that specific message. To do this, we require the raw email file, known as a .EML file.
 

An .EML file contains the hidden routing headers that show our investigation team the exact path the email took across the internet, including server security handshakes, spam filter scores, and any hidden blockages.
 

Follow this quick step-by-step guide to download and send us the exact file we need to solve your email issue!

Step 1: Access Your Webmail Portal

Open your web browser and go to your custom Plesk webmail address. For all Plesk hosting accounts, your login page is always structured as: webmail.yourdomain.com (For example: if your website is rebel.com, you would visit webmail.rebel.com).
 

Step 2: Log In to Your Mailbox

On the login screen, enter your full email address and the specific password created for that mailbox. Click Log In or Sign In to open your inbox.
 

Step 3: Locate the Problem Email

Once inside your mailbox interface, navigate your folders to find the specific email that bounced, failed, or requires tracking. Click on the email once to highlight it and preview it on your screen.
 

Step 4: Open the More Actions Menu

Look at the toolbar directly above the open email. On the right-hand side, right next to the "Mark" button, click on the three horizontal dots (...) icon to open your extended menu.
 

Step 5: Export and Save Your File

From the drop-down menu that appears, click on Export. Your web browser will instantly download the message onto your computer as a .EML file (usually saved directly into your Downloads folder).
 

What to Do Next:

Now that you have the .eml file saved on your device, simply attach it directly to your open support ticket response or email it over to our team.

Important Note: Please do not copy and paste the text inside the email into your response, as this strips away the hidden data we need. Attaching the actual downloaded .eml file ensures our team can read the technical fingerprints and fix your delivery block right away!