---
title: "Troubleshooting: Where's my email?"
slug: "troubleshooting-wheres-my-email"
updated: 2026-01-07T10:35:11Z
published: 2026-01-07T10:35:11Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gong.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: Where's my email?

> **Who can use this**: Any team member
> 
> **Available on**: Gong Foundation

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]
> **Note**:
> 
> Check that you’re opening the original sent or received email, not a forwarded email.
2. Click![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/More_DS.png) in the top-right corner of the email.
3. Select **Download message**. This will download the email as a .eml file to your computer.

![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/Download .elm from Gmail.png)

### 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]
> **Note**:
> 
> Check that you’re opening the original sent or received email, not a forwarded email.
2. Click![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/More_DS.png) in the top-right corner of the email.
3. Select **Download**. This will download the email as a .eml file to your computer.

![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/Download .elm from Office 365.png)

> [!NOTE]
> **Note:**
> 
> Make sure that you are downloading the email in the .eml format as there are other options available.

To download the email file in the Microsoft Outlook desktop app:

1. Right click the relevant email and select **View source**. ![Locate view source.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/ViewSourceOutlook.png)

The email opens in a text editor as a .mime file.
2. Save the file and attach it as a .mime file to the support ticket.

### Open a support ticket for Gong

Once you’ve downloaded the .eml file, [open a ticket](https://contact.gong.io/hc/en-us/requests/new) 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.

Any team member can access this feature if they have the required permissions.

Gong’s core platform for gaining advanced visibility into your revenue operations. Also the prerequisite license needed for Gong’s add-on packages. Access to features depends on your [company’s plan and your assigned seat](/v1/docs/plans-and-seats).