doc/reporting-email-problems.md

+---
+title: How to report email problems
+---
+
+Email delivery problems are unfortunately quite common but there are
+often simple solutions to the problems once we know exactly what is
+going on.
+
+When reporting delivery problems on Email infrastructure, make sure
+you include at least the following information in your report:
+
+ 1. originating email address (e.g. `Alice <alice@torproject.org>`)
+ 2. destination email address (e.g. `Bob <bob@torproject.org>`)
+ 3. date and time the email was sent, with timezone, to the second
+    (e.g. `2019-06-03 13:52:30 +0400`)
+ 4. how the email was sent (e.g. from my laptop, over SMTP+TLS to my
+    email provider, `riseup.net`)
+ 5. what error did you get (e.g. a bounce, message not delivered)
+
+If you do get a bounced message, do include the entire bounce, with
+headers. The simplest way to do so is forward it as an attachment or
+"view source" and copy-paste it somewhere safe (like
+<https://share.riseup.net/>).
+
+Ideally, also include a copy of the original message in your report,
+also with full headers. 
+
+If you can't send a copy of the original message for privacy reasons,
+at least include the headers of the email.
+
+Send us the message using the regular methods, as appropriate, see
+[doc/how-to-get-help](doc/how-to-get-help) for details.