Intake Email - Troubleshooting FAQs

Intake Email - Troubleshooting FAQs

NOTE:  This help page is about troubleshooting Intake Emails that don't create a matter in Safari.  For information about how Intake Emails work, see Workflow - Add / Close / Delete Matters.
Overview
Safari will not accept an email sent to an Intake Email address if it violates one of the rules regarding Intake Emails:
  1. The sender email address is not an authorized domain (specified in the Company Setup page)
  2. The email does not have an attachment
  3. The "To:" address is not an active Intake Email address
  4. The email contains an invalid DKIM or SPF validation
If the email violates one of the rules above, Safari sends an email alerting the system Owner that 1) Safari has not accepted an email sent to an Intake Email address and 2) specifies one of the reasons above (and includes a copy of the email as an attachment).  Note that Safari does NOT send a rejection email to the email sender for security reasons.  This help page describes what to do if you receive an email from Safari alerting you to an Intake Email failure.

Sender Email Address is Not an Authorized Domain

There are two possible reasons for this rejection: 1) a valid attempt to use the Intake Email but there is a technical issue, and 2) spam or phishing.
Auto-Forwarded Emails.  This is a legitimate attempt to automate the input of served documents into Safari, but there is a technical reason why the email was rejected.  Some companies work with their IT team to set up an auto-forwarding rule to forward emails automatically to an Intake Email address.  However, when an email system is set up to auto-forward, the email "sender" will be the original email sender, which in this case is from a domain that your company has not listed as an authorized domain in Safari.  If you want to use auto-forwarding with a Safari Intake Email, please contact support@safarisop.com, and they'll provide special instructions to your IT team to make sure the auto-forwarding works properly.
Spam or Phishing.  Although rare, it is theoretically possible that an outsider has learned of your Intake Email address and is trying to serve a document or attempt something more malicious.  Because the sender's domain is not authorized, Safari rejects the email.  There is nothing you need to do in this situation, other than notifying your IT department if you suspect this is a phishing attempt.

Email has No Attachment

Safari's Intake Email is designed for the situation when your company is manually served, the served document is scanned and then emailed into Safari.  Safari assumes it was an oversight or error for there to be no attachment, and therefore the email is rejected.  To remedy the situation, contact the company employee sending the email and notify them that they need to send the email to the Intake Email address with the served document attached.

"To:" address is not an active Intake Email Address

The email may have the wrong address before the @ symbol or the Intake Email address is inactive.

Email Contains an Invalid DKIM or SPF Validation

Safari rejected the Intake Email because the email did not pass email spoofing validation (DKIM or SPF).  The sender's email may be fake, or their email server is configured incorrectly.  This should be an unusual error, and you should notify your company's IT department.  There isn't anything Safari can do in this situation, but we're happy to take a call from your company's IT department if they have questions.

Is there a question we haven't answered?  Please send it to us at support@safarilaw.com.

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