Even though the seppmail.cloud is logging a reasonable amount of metadata for every message, finding messages is not trivial.

Here are a few tips and tricks:

anchor link The from and to addresses: envelope versus header

seppmail.cloud is a message transport service, thus the relevant addresses are envelope sender and envelope recipient. The "Sender" and "Recipient" fields of the message search refer to those two values.

Most end user mail clients will only show data from message headers, such as the Header From address or the Header To address(es). Those may differ significantly from the envelope data, especially for bulk mail. Also, no header data is available for rejected messages, as mail is usually rejected before header data is submitted.

To search the Header From address, use "Advanced > More Filters > From Header". The From Header field will only search full email addresses, thus make sure you use wildcards to perform a domain search, e.g. "*@example.com".

If you are still not able to find the log entry but know the message ID or any other unique trait of the mail, we recommend to make use of the vast options of the search GUI.

anchor link Wildcards

Almost all search fields support wildcards. Many email services send mail with a Header From address like "user@example.com" but set an envelope sender address like "bounce+userhash@bounces.example.com". If you cannot find any mail sent by "user@example.com", it's often worth to also try "*.example.com".

To investigate the Header From address, please open the message details where such data is displayed towards the top in the box "Sender" or if you like to check the raw data in the "Message Headers" section (you need to unfold it first for full display of all header data).

anchor link Mail direction

Please pay attention to the mail direction. In the search results it's often hard to differentiate incoming and outgoing mail. Use the direction selection at the top of the search form to ensure only incoming or outgoing mail will be found (depending on what you're looking for).

anchor link Rejects where sender equals recipient

A frequent topic for support: Your search results show rejected inbound messages where sender address equals recipient address. If you check the reject details, look at the sending server data. The sending attempt often originates from some dial up line or VPS hosting in the global South.

Please do not open a support request and ask why your customer's/coworker's/own precious mail was rejected. It was not sent by your customer/coworker/yourself.

Also, do not add a welcome listing. What you're looking at is just standard bot spam from hacked DSL modems or web servers. They hope there is a welcome listing allowing the recipient to send to themselves.

anchor link Ancient queued messages are not updated

The message search shows an event log. Any rejected message log entry is permanent and will not get updated. If a message was rejected temporarily (defer), we will always just show that reject event. For the receiving party there is no mechanism in the mail transfer protocol (SMTP) to correlate subsequent sending attempts.

If you see temporary rejects and wonder if a message was delivered eventually, you must check the sending server's queue or deliver log.

anchor link Support Request

Please submit support requests in a manner that allows efficient resolution by the SEPPmail Support.

If mail is missing and cannot be found through the message search, the SEPPmail Support team needs some relevant information. The more data you provide and the more accurate your data is, the better we can help:

  • Full envelope sender address, full envelope recipient address, date and accurate time of sending attempt.
  • Full NDR (non-delivery report) as received by the sender. Important, the full error message must be contained, it usually starts with something like "550 5.7.1". The text following this number sequence is what we need.
  • Logs from sending server showing successful delivery with a queue ID (something like "queued as 4bmdQs30mvz3xbE"), or delivery failure messages indicating rejection, network/routing issues, DNS resolution errors or other reasons of non-delivery.