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.
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?

for me it works perfectly on INBOX but not on custom folder.


I found my mistake so far. (And now it works perfectly)

For the tests I used emails with the “+” trick.

The problem is, when Mautic fetches the emails it ignores the “+test” part and therefore fetches the replies and connects it to the email address (different contact).

That’s the reason why it didn’t work in my earlier tests.

We are using it since a few months and it works fine.

Hi @alexhammer I am having the same problem. But I am not adding +test

Can you guide me on how to set it up as I am trying to send followup mails in my campaign only if the contact DOES NOT reply with in 3 days.
I can send you snapshots of my settings if you can help

I also need help to set up the Bounce handling for mautic
I need the bounced contact to be moved from the active segment and into the “bounced emails” segment and I want the bounced emails to come into my bounce@ inbox which I have set up on my imap server

If anyone can help I will look forward to hearing from you

Which version are you using?

Just installed 30 days ago from the Mautic site

Now I have been able to get the contact replies to work properly

But my bounce system is not working

Uploading: Screenshot 2022-06-05 at 11.21.45 PM.png…

here are my settings