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Summary

If you’re running into issues with messages being delivered to the incorrect location or receiving bouncebacks, performing a message trace is a crucial step in determining the core issue. Message traces are also extremely useful when engaging with INKY’s support team.

Trace a Message

  1. Log in to the Microsoft 365 Exchange Admin Center

  2. Select Mail Flow > Message Trace on the left-hand menu

  3. Select Start a Trace
    You can search using the following parameters:

    • Message ID

    • FROM address

    • TO Address

  4. Messages that were routed to INKY will have (2) entries. The first entry is the message traversing from Microsoft 365 to INKY. The second will show the message traversing from INKY to the destination mailbox.

    Image RemovedImage Added

    Message Routed To INKY


    Message Routed To Recipient’s Inbox

  5.  If there are more or less than (2) entries in the message trace, be sure to include this information when engaging with INKY support. If you notice any “Failed” attempts, please also include this information.