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guidestroubleshootingTroubleshoot Email Imports

PARSER GUIDES

Troubleshoot Email Imports

Common Problems

Find out why an emailed document did not appear or process correctly

Work through this checklist when a connected Gmail or Outlook message, or an email sent to a PARSER address, does not appear in the expected parser, folder, or classifier.

Check the sent email

For a connected Gmail or Outlook integration, confirm that the new message was delivered to the mailbox selected under Settings -> Integrations.

For a message forwarded or sent to a PARSER address, open Sent or Sent Items and confirm:

  • The complete PARSER address is in To
  • The original document is attached
  • The message was sent successfully
  • The email and attachment are within the displayed email limits

With Gmail, use the normal Forward action rather than Forward as attachment.

Check the destination

Make sure you are looking in the same place you sent the email:

  • Parser address -> that parser's Document Inbox
  • Folder address -> that folder inside the parser
  • Classifier address -> the classifier first, then the routed parser
  • Connected Gmail or Outlook account -> the parser where that mailbox integration is configured

See Choose the Right PARSER Email Address.

Check Sender access

For connected Gmail or Outlook, open Settings -> Integrations and expand the mailbox under Added integrations.

For messages sent to a PARSER inbox address, open Settings -> Parser Settings -> Email.

  • If Only process listed senders is selected, the sender must match a listed address or exact domain.
  • If Skip listed senders is selected, the sender must not match the list.

Connected mailbox integrations check the original sender of the received message. With normal forwarding to a PARSER address, PARSER usually sees the person who forwarded the message. With an Outlook redirect rule, it usually sees the original sender.

Check the attachment type

If Limit email attachment file types is enabled, the document format must be selected.

For example, an XLSX attachment will be ignored when the parser accepts only PDF.

See Supported Files and Processing Limits.

Check the parser

  • Confirm that the parser is active rather than paused.
  • Check that the team has enough credits.
  • Check password rules for protected PDFs.
  • Check whether Document type rules marked the document as Skipped.

Check the document status

If the document appears but is not complete:

  • Uploading - The transfer has not finished.
  • Queued - It is waiting to start.
  • Processing - Extraction is running.
  • Skipped - A rule deliberately did not process it.
  • Failed - Open the document to see the error.

See Understand Document Statuses.

Test with a simple message

Send one new email to the connected mailbox or PARSER address containing:

  • One small, readable PDF
  • The selected connected mailbox or complete PARSER address
  • A sender you know is allowed

If this test works, compare it with the original message: destination, sender, file type, size, password, and rule conditions.

Connected Gmail or Outlook problems

Open Settings -> Integrations and expand the connected mailbox.

  • Gmail should show Monitoring active. New messages usually arrive within a few minutes rather than instantly.
  • Outlook should show Realtime monitoring active. New messages normally arrive within moments.
  • If you see Needs reconnection, click Reconnect.
  • If monitoring failed, click Save configuration again to reactivate it.
  • Outlook work or school accounts may show Admin approval required. Ask your Microsoft 365 administrator to approve the connection.
  • Only messages received after monitoring was activated are imported. Send a new test message instead of expecting older mailbox history to appear.
  • When Email body and attachments is selected, the body and each supported attachment appear as separate documents.

For complete setup instructions, see

Outlook rule problems

Microsoft 365 organizations can block automatic forwarding to external addresses. If manual forwarding works but an Outlook rule does not, ask your Microsoft 365 administrator to check external-forwarding policies.

Also confirm that the rule applies to new messages and that its sender or subject conditions match.

Gmail automatic forwarding

Gmail sends a confirmation message to the PARSER address before automatic forwarding can start.

If the confirmation email does not appear in the Document Inbox:

  • Turn on Parse email body if no attachments exist under Settings -> Parser Settings -> Email.
  • Check whether Sender access is blocking the Google confirmation sender.
  • Remove the unconfirmed forwarding address in Gmail, add it again, and wait for the new message.

After clicking the confirmation link, return to Gmail's Forwarding and POP/IMAP settings and refresh the page. Then activate forwarding for all new mail or choose the verified PARSER address in a focused Gmail filter.

See Automatically Forward Gmail Emails for the complete setup.

Next steps

Processing FailuresWhat to do when document processing failsOpen guide → Troubleshoot Extraction AccuracyFix missing, incorrect, or misplaced extracted valuesOpen guide →