How We Investigate and Restore “Missing Emails” Print

This guide explains the process we follow when a customer reports missing emails, and how we can restore emails quickly where possible.

Contents

• Overview
• Requirements (Archiving)
• Our Restoration Process
• Important Limitations
• What We Need From You

Overview

When a customer reports that emails are “missing”, it is important to understand that email systems do not provide a direct way to identify emails that were expected but never received.

Instead, we focus on:

• Identifying what emails were successfully received by the server
• Restoring those emails for visibility
• Investigating specific missing examples using server logs

Requirements (Archiving)

This process relies on email archiving being enabled for your mailbox or domain.

If archiving is enabled, we maintain a historical record of emails that have passed through the server, allowing us to:

• Search emails by date range
• Retrieve copies of delivered emails
• Restore emails into your mailbox safely

If archiving is not enabled, recovery options are extremely limited.

Our Restoration Process

When investigating missing emails, we follow a structured approach:

1. Define a time window
   We establish a clear date and time range based on when emails are believed to be missing.
2. Search the email archive
   We perform a full search of all emails delivered to each mailbox within that time period.
3. Restore emails to the mailbox
   All emails found are restored into a dedicated folder inside the mailbox, typically named:
   YYYY-MM-DD-RESTORED-FROM-ARCHIVE-INCOMING
4. Provide a summary
   We confirm how many emails were restored per mailbox to give full visibility.

This ensures that all emails successfully received by the server during the selected period are available for review.

Important Limitations

It is important to understand the limits of any email system:

• We can only restore emails that were successfully received by the server
• There is no way to recover emails that never reached the server
• Email systems do not maintain a record of emails that were expected but never delivered

If an expected email is not found in the restored data, this usually means:

• The email was rejected before delivery
• The sender’s system failed to send it
• The email was blocked or deferred externally

In these cases, the only way to recover the email is for the sender to resend it.

What We Need From You

If emails still appear to be missing after restoration, we can investigate further.

Fill in this forms and we will create a ticket: https://www.jucra.com/forms/email-missing/ 

With this information, we can trace the email through server logs and determine exactly what happened.

Summary

Our systems are designed to ensure that any email successfully received can be:

• Located quickly
• Restored safely
• Reviewed in full

This process provides a reliable and transparent way to investigate “missing email” reports while ensuring no received data is lost.