Unauthorized Sender Error (Email)
If your emails aren't being added to your case when forwarded to the case email address, it's likely because the sender isn't on the allowed email addresses list.
Emails from unauthorized senders are ignored or rejected. Only addresses on your allowed list can send content to your case.
Fix the issue
Open your case and click Email Documents in the Case Knowledge Base section:
Check the Allowed Email Addresses list. If the sender's email is missing, add it:
Enter the email address and click Add:
Once added, that sender can forward emails to your case. Have them resend the email if it was rejected.
You can add multiple email addresses. This is useful when working with colleagues or clients who need to send documents to your case.
Still having issues?
If you've added the email address but messages still aren't appearing:
Verify the sender is using the exact email address in your allowed list (check for typos or alternate addresses)
Confirm they're forwarding to the correct unique case email (shown in the Email Documents modal)
Check that the email was sent recently—there may be a brief processing delay
Learn more about emailing files to your case.