# Contact replies detection not working (contact reply not being processed correctly) **URL:** \ **Category:** Product Support\ **Created:** [August 17, 2020, 4:36pm UTC](https://forum.mautic.org/t/contact-replies-detection-not-working-contact-reply-not-being-processed-correctly/15682 "2020-08-17T16:36:30Z")\ **Posts on this page:** 7\ **Page:** 1
**Author:** ![process.env](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/process.env/32/1097_2.png) [@process.env](https://forum.mautic.org/u/process.env)\ **Post date:** [August 17, 2020, 4:36pm UTC](https://forum.mautic.org/t/contact-replies-detection-not-working-contact-reply-not-being-processed-correctly/15682/1 "2020-08-17T16:36:30Z")
**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)_ ---
**Author:** ![alexhammer](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/alexhammer/32/14525_2.png) [@alexhammer](https://forum.mautic.org/u/alexhammer)\ **Post date:** [February 17, 2021, 11:41am UTC](https://forum.mautic.org/t/contact-replies-detection-not-working-contact-reply-not-being-processed-correctly/15682/2 "2021-02-17T11:41:21Z")
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? ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [May 10, 2021, 12:52pm UTC](https://forum.mautic.org/t/contact-replies-detection-not-working-contact-reply-not-being-processed-correctly/15682/3 "2021-05-10T12:52:11Z")
for me it works perfectly on INBOX but not on custom folder. v3.3.1 ---
**Author:** ![alexhammer](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/alexhammer/32/14525_2.png) [@alexhammer](https://forum.mautic.org/u/alexhammer)\ **Post date:** [May 19, 2021, 2:07pm UTC](https://forum.mautic.org/t/contact-replies-detection-not-working-contact-reply-not-being-processed-correctly/15682/4 "2021-05-19T14:07:42Z")
I found my mistake so far. (And now it works perfectly) For the tests I used emails with the “+” trick. i.e: [alex+test@hartmut.io](mailto:alex+test@hartmut.io) 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 [alex@hartmut.io](mailto:alex@hartmut.io) (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. ---
**Author:** ![ashokvas](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashokvas/32/997_2.png) [@ashokvas](https://forum.mautic.org/u/ashokvas)\ **Post date:** [June 4, 2022, 9:43am UTC](https://forum.mautic.org/t/contact-replies-detection-not-working-contact-reply-not-being-processed-correctly/15682/5 "2022-06-04T09:43:21Z")
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 THanks 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 ---
**Author:** ![alexhammer](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/alexhammer/32/14525_2.png) [@alexhammer](https://forum.mautic.org/u/alexhammer)\ **Post date:** [June 6, 2022, 10:17am UTC](https://forum.mautic.org/t/contact-replies-detection-not-working-contact-reply-not-being-processed-correctly/15682/6 "2022-06-06T10:17:16Z")
Which version are you using? ---
**Author:** ![ashokvas](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashokvas/32/997_2.png) [@ashokvas](https://forum.mautic.org/u/ashokvas)\ **Post date:** [June 6, 2022, 10:40am UTC](https://forum.mautic.org/t/contact-replies-detection-not-working-contact-reply-not-being-processed-correctly/15682/7 "2022-06-06T10:40:15Z")
latest 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 ![Screenshot 2022-06-05 at 11.21.35 PM](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/3/3e6502e55c98aa177b4cbac916db59932ff3c3ed.jpeg) Uploading: Screenshot 2022-06-05 at 11.21.45 PM.png… ![Screenshot 2022-06-05 at 11.21.52 PM](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/0/0074b9c83189f022a20c086fbaf425f7adac5e13.jpeg) ![Screenshot 2022-06-05 at 11.21.59 PM](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/7/7b68a5a66ba5b25d8f6eeb723b62625cec777b9e.jpeg) ![Screenshot 2022-06-05 at 11.22.09 PM](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/4/41807f448668c538fb75cc7eea12be05da90b339.jpeg) ![Screenshot 2022-06-05 at 11.22.19 PM](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/6/6296f478cceb899679a7a7b3b71f0b31962c2b19.jpeg) here are my settings