Fix an email that was not logged
Understand each reply email about a logged email, what caused it and how to fix it, including what your IT team must set up for sender checks.
Before you start
- Incenti turns on email logging for your account. If it is off, anything you send to your logging address gets the reply "Email logging isn't turned on for your account." and nothing is logged.
- Replies come from Incenti (no-reply@incenti.co) and go to your Incenti Portal login email address, never to the person you were writing to. They show the subject of your email and never its body.
- You only get a reply when something needs your attention. A logged email with a match and no problems gets no reply.
- Incenti sends at most 10 replies per person per hour, and never replies to automated mail such as out-of-office messages and bounces.
Steps
Find your reply and match it
- Search your inbox for a message from Incenti with a subject that starts with Couldn't log your email or Logged, but (for example "Logged, but not linked" or "Logged, but some attachments weren't saved").
- Find the sentence in the email in the table below, and follow the fix.
- Send the email to your logging address again once you have fixed the cause. Nothing was stored for the "Couldn't log" cases, so there is nothing to clean up.
Reasons an email is not logged
The heading is We couldn't log your email. Incenti only sends these replies when it can confirm the email came from you (see "What your IT team needs to know"). Email from another address, or email that fails the checks, is dropped without a reply.
| The reply says | What it means | What to do |
|---|---|---|
| We couldn't find the forwarded email. Try forwarding it as an attachment instead. | You sent mail to your logging address in To or Cc, so it was read as a forward, but no original email could be found in it. | To log a sent email, BCC your address instead. To log a received email or a reply, forward it as an attachment (see Log an email to a contact or organization). |
| We couldn't read this email. | The message could not be read at all. | Try again, forwarding as an attachment. If it keeps failing, contact Incenti support. |
| This email is over the 25 MB limit. | The email with its attachments is too big. | Remove large attachments from the copy you send to your logging address. |
| This email has more than 20 attachments. | Too many file attachments. | Remove some and try again. |
| Everyone on this email is internal to your organization, so there was nothing to log. | Every person on the email is a user on your account or has an address on your account's own domain. | Nothing to do, unless a customer should be on it. |
| Email logging isn't turned on for your account. | Email logging is off for your account. | Contact Incenti support to turn it on. |
| Something went wrong logging this email. Please try again later. | Incenti hit an unexpected problem and gave up after several tries. | Send it again later. If it keeps happening, contact Incenti support. |
Reasons an email is logged with a warning
The heading is Your email was logged.
| The reply says | What it means | What to do |
|---|---|---|
| This email was logged, but it didn't match any contact or organization. Link it in Incenti. | The email is saved, but no person or organization on it matched. | Click Link it in Incenti, and use Link to… on the Unlinked tab of the Emails page. See Find and manage logged emails. |
| These attachments weren't saved because Incenti can't store their file type: (names) | The email is logged. The listed files were left out because their type is not supported, for example calendar invites and message files. | Save the files yourself and upload them as documents. |
| (N) people on this email weren't added as contacts because Incenti adds at most 10 new contacts per logged email. | Your account creates contacts from logged emails, and this email had more new people than the limit. The email is logged and linked to the contacts that were created. | Add the others on the Contacts page if you need them. |
One reply can contain more than one of these warnings.
What your IT team needs to know
Email logging trusts a message only when it passes two checks. If either fails, the email is not logged and no reply is sent, so it can look as if nothing happened. Your IT team can make them pass.
- The From address must be the person's Incenti Portal login email. Incenti compares the From address on the email with the sign-in email of the person who owns the logging address. Aliases, "send as" or delegate sending, shared mailboxes, and mailing lists that rewrite the From address are not accepted.
- The email must pass DMARC. Incenti's mail server checks the email when it arrives. DMARC passes when SPF or DKIM passes and the passing domain matches the domain in the From address. If your organization sends with a mail service that is not covered by your domain's SPF record and does not sign with DKIM for your domain, the check fails.
Ask your IT team to confirm that:
- the mail system that sends your staff's email signs messages with DKIM using your own domain, or is listed in your domain's SPF record;
- your domain has a DMARC record;
- email from Incenti's no-reply@incenti.co is not blocked, so the reply messages reach people.
Forwarding by itself does not break the check, because it is judged on the email you send to your logging address, not on the original message inside it.
What happens next
- After a fix, send the email again. A BCC or forward that fails is not kept, so there is no retry on our side.
- If you changed your logging address, mail sent to the old one is dropped without any reply.
- If you get no reply and nothing appears on the contact, check the Unlinked tab on the Emails page, then check that you used your current logging address (shown on the Emails page and on your profile's Email logging card).
Common questions
Q: I sent from my own address, but nothing was logged and I got no reply. Why? A: Your mail program may be sending from an alias or a "send as" address, you signed in to the Incenti Portal with a different email than the one you use for work mail, or your domain's email fails DMARC. Compare the From address with the email shown on your profile and with the address on the Emails page, then send the IT section above to your IT team.
Q: Can I log email from a shared mailbox or an alias? A: Not today. Only the exact login email of the person who owns the logging address is accepted.
Q: I never got a reply, but my email is missing. What happened? A: Replies are skipped for automated mail, are limited to 10 per hour, and are not sent when the logging address is unknown (for example, after you changed it) or when the email failed the sender checks above. Check the address on the Emails page and your From address.
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