# Troubleshoot Email Imports Source: https://www.digiparser.com/docs/guides/troubleshooting/email-import-problems Common Problems # Troubleshoot Email Imports Find out why an emailed document did not appear or process correctly Copy MarkdownOpen # [Troubleshoot Email Imports](#troubleshoot-email-imports) Feedback Work through this checklist when a connected Gmail or Outlook message, or an email sent to a DigiParser address, does not appear in the expected parser, folder, or classifier. ## [Check the sent email](#1-check-the-sent-email) For a connected Gmail or Outlook integration, confirm that the new message was delivered to the mailbox selected under **Settings -> Integrations**. For a message forwarded or sent to a DigiParser address, open **Sent** or **Sent Items** and confirm: * The complete DigiParser address is in **To** * The original document is attached * The message was sent successfully * The email and attachment are within the displayed email limits With Gmail, use the normal **Forward** action rather than **Forward as attachment**. ## [Check the destination](#2-check-the-destination) Make sure you are looking in the same place you sent the email: * Parser address -> that parser's **Document Inbox** * Folder address -> that folder inside the parser * Classifier address -> the classifier first, then the routed parser * Connected Gmail or Outlook account -> the parser where that mailbox integration is configured See [Choose the Right DigiParser Email Address](/docs/guides/document-processing/email/which-email-address). ## [Check Sender access](#3-check-sender-access) For connected Gmail or Outlook, open **Settings -> Integrations** and expand the mailbox under **Added integrations**. For messages sent to a DigiParser inbox address, open **Settings -> Parser Settings -> Email**. * If **Only process listed senders** is selected, the sender must match a listed address or exact domain. * If **Skip listed senders** is selected, the sender must not match the list. Connected mailbox integrations check the original sender of the received message. With normal forwarding to a DigiParser address, DigiParser usually sees the person who forwarded the message. With an Outlook redirect rule, it usually sees the original sender. ## [Check the attachment type](#4-check-the-attachment-type) If **Limit email attachment file types** is enabled, the document format must be selected. For example, an XLSX attachment will be ignored when the parser accepts only PDF. See [Supported Files and Processing Limits](/docs/guides/document-processing/supported-files-and-limits). ## [Check the parser](#5-check-the-parser) * Confirm that the parser is active rather than paused. * Check that the team has enough credits. * Check password rules for protected PDFs. * Check whether **Document type rules** marked the document as **Skipped**. ## [Check the document status](#6-check-the-document-status) If the document appears but is not complete: * **Uploading** - The transfer has not finished. * **Queued** - It is waiting to start. * **Processing** - Extraction is running. * **Skipped** - A rule deliberately did not process it. * **Failed** - Open the document to see the error. See [Understand Document Statuses](/docs/guides/managing-data/document-statuses). ## [Test with a simple message](#7-test-with-a-simple-message) Send one new email to the connected mailbox or DigiParser address containing: * One small, readable PDF * The selected connected mailbox or complete DigiParser address * A sender you know is allowed If this test works, compare it with the original message: destination, sender, file type, size, password, and rule conditions. ## [Connected Gmail or Outlook problems](#connected-gmail-or-outlook-problems) Feedback Open **Settings -> Integrations** and expand the connected mailbox. Feedback * Gmail should show **Monitoring active**. New messages usually arrive within a few minutes rather than instantly. * Outlook should show **Realtime monitoring active**. New messages normally arrive within moments. * If you see **Needs reconnection**, click **Reconnect**. * If monitoring failed, click **Save configuration** again to reactivate it. * Outlook work or school accounts may show **Admin approval required**. Ask your Microsoft 365 administrator to approve the connection. * Only messages received after monitoring was activated are imported. Send a new test message instead of expecting older mailbox history to appear. * When **Email body and attachments** is selected, the body and each supported attachment appear as separate documents. Feedback For complete setup instructions, see [Importing from Gmail](/docs/guides/integrations/importing-from-gmail) or [Importing from Outlook](/docs/guides/integrations/importing-from-outlook). ## [Outlook rule problems](#outlook-rule-problems) Feedback Microsoft 365 organizations can block automatic forwarding to external addresses. If manual forwarding works but an Outlook rule does not, ask your Microsoft 365 administrator to check external-forwarding policies. Feedback Also confirm that the rule applies to new messages and that its sender or subject conditions match. ## [Gmail automatic forwarding](#gmail-automatic-forwarding) Feedback Gmail sends a confirmation message to the DigiParser address before automatic forwarding can start. Feedback If the confirmation email does not appear in the **Document Inbox**: Feedback * Turn on **Parse email body if no attachments exist** under **Settings -> Parser Settings -> Email**. * Check whether **Sender access** is blocking the Google confirmation sender. * Remove the unconfirmed forwarding address in Gmail, add it again, and wait for the new message. Feedback After clicking the confirmation link, return to Gmail's **Forwarding and POP/IMAP** settings and refresh the page. Then activate forwarding for all new mail or choose the verified DigiParser address in a focused Gmail filter. Feedback See [Automatically Forward Gmail Emails](/docs/guides/document-processing/email/automatic-forwarding-gmail) for the complete setup. ## [Next steps](#next-steps) Feedback * [Importing from Gmail](/docs/guides/integrations/importing-from-gmail) - Check a connected Gmail configuration * [Importing from Outlook](/docs/guides/integrations/importing-from-outlook) - Check a connected Outlook configuration * [Send Documents by Email](/docs/guides/document-processing/processing-via-email) - Review the normal email flow * [Automatically Forward Gmail Emails](/docs/guides/document-processing/email/automatic-forwarding-gmail) - Verify the address and create a Gmail filter * [Configure Email Processing](/docs/guides/parsers/parser-settings/email-processing) - Check senders and attachment types * [Processing Failures](/docs/guides/troubleshooting/processing-failures) - Resolve a document that appears as Failed How is this guide? GoodBad [ Processing Failures What to do when document processing fails ](/docs/guides/troubleshooting/processing-failures)[ Troubleshoot Extraction Accuracy Fix missing, incorrect, or misplaced extracted values ](/docs/guides/troubleshooting/extraction-accuracy-issues)