Mautic Community Forums

Contact replies detection not working (contact reply not being processed correctly)

Your software
My Mautic version is: I have 2 Mautic installations. One is version 2.16.2 and the other 3.0.1
My PHP version is: 7.1.32 for the first one and 7.2.27 for the other

Your problem
Contact replies are not being correctly processed.
Campaigns do not detect contact replies, and no new log is registered in the contact view’s timeline when they reply to the campaign e-mail.

The IMAP connection seems to be setup correctly, as I get the “success!” message in the settings tab, and when I manually execute mautic:email:fetch I also do get the expected “X e-mails processed” message.

(More info: A different e-mail address is monitored in each Mautic installation (both are from IONOS), and mailing is sent through Amazon SES)

These errors are showing in the log:
No error messages are displayed anywhere.

Steps I have tried to fix the problem:

  • Replying from addresses hosted on different platforms
  • Tried both the TLS and SSL connections (got the “success” message for both)
  • Tried manually setting the credentials in the “Contact Replies” section (which uses the main ones by default)

Yes. Same here.
We came across the same problem.
the command mautic:email:fetch reads all the mails.
Und the UNSEEN feature is working. it detects BOUNCES and COMPLAINTS.
But:
the REPLY creteria is never met. Even though there are replies in the inbox.
I checked it with different folders - same output

Anybody some thoughts on that?