Troubleshooting: Where's my email?

If you sent or received an email and it didn’t appear where you expected, you can open a support ticket with Gong and we’ll help diagnose the issue.

You’ll need to download the .eml file for the email and attach it when you send the support ticket.

How to download the .eml in Gmail

To download an email's .eml file in Gmail, follow these steps:

1. Find the email that you expected to find in your deal.

   Note:

   Check that you’re opening the original sent or received email, not a forwarded email.

2. Click in the top-right corner of the email.

3. Select Download message. This will download the email as a .eml file to your computer.

   

How to download the .eml in Office 365

To download an email's .eml file in Office 365, follow these steps:

1. Find the email that you expected to find in your deal.

   Note:

   Check that you’re opening the original sent or received email, not a forwarded email.

2. Click in the top-right corner of the email.

3. Select Download. This will download the email as a .eml file to your computer.

   

   Note:

   Make sure that you are downloading the email in the .eml format as there are other options available.

Opening a support ticket for Gong

Once you’ve downloaded the .eml file, open a ticket with Gong’s customer support.

1. Select Product question/ Issue/ Error as the issue.

2. Select Emails > Missing email as the category.

3. Attach your .eml file from your downloads.