---
title: "Trace an email that isn't showing in Engage"
slug: "download-an-email-file-to-send-to-gong-support"
updated: 2026-10-15T10:46:14Z
published: 2026-10-15T10:46:14Z
canonical: "help.gong.io/download-an-email-file-to-send-to-gong-support"
---

> ## 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.

# Trace an email that isn't showing in Engage

> **Who can use this**: Any team member
> 
> **Available on**: Gong Engage
> 
> **Ideal for**: Sales rep, Sales manager

Sometimes an email you sent or received doesn't show up in Gong. It might be missing from Messages, from the contact's activity, or from the deal where you expect it. Or it might be there, but its tracking data looks wrong or it never reached Salesforce. Gong Support can look into what happened if you send them the original email.

Download the original email as an .eml file, which holds the full message and the technical details attached to every email. With it, Support can check what Gong received and what it did with it, such as whether the email reached Gong, was filtered out, or couldn't be imported.

> [!NOTE]
> Note:
> 
> Before you send a file, try the quick checks in [Troubleshoot email sending in Engage](/v1/docs/troubleshoot-email-sending-in-engage).

## Step 1: Download the original email

Use the original email, not a forwarded copy. A forwarded email is a new message and can lose the details Support checks. The steps depend on your email client.

**To download the email file:**

1. In your email client, open the original email. Don't open a forwarded copy.
2. Download the email:
  - **Gmail:** Click the **More actions** icon, and select **Download message**.
  - **Office 365 (web):** Click the **More actions** icon, and select **Download**. Make sure you download the email as an .eml file, because other options are available.
  - **Outlook desktop app:** Right-click the email, select **View source**, and save the file. It saves as a .mime file.

> [!NOTE]
> Note:
> 
> Don't edit, redact or forward the file. That can remove the details Support needs to find the email.

## Step 2: Open a support ticket

Once you have the file, send it to Gong Support with a ticket. For what else to include in your request, see [Contact Gong support](/v1/docs/contacting-gong-support).

**To open the ticket:**

1. In the Help Center, click **Submit a request**.
2. Set **Issue** to "Product question/Issue/Error".
3. Set **Category** to "Emails > Missing email" if the email is missing. For a different problem, such as tracking or Salesforce, choose the category that fits it best.
4. Attach the email file you downloaded.

## Frequently asked questions

****Does this work for emails I received as well as emails I sent?****

Yes. Download the original in the same way for both.

****What if I use a different email client?****

If your client can save the original message as an .eml file, attach that file to the ticket.

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

Gong’s AI-driven sales engagement solution that helps sales teams prioritize, personalize, and automate outreach activities to accelerate their pipelines. Access to features depends on your [company’s plan and your assigned seat](/v1/docs/plans-and-seats).

A quota-carrying sales representative who manages client relationships. Reps can be Account executives (AEs) or Sales Development Representatives (SDRs).

A team member who manages a team of sales reps.