Contact Reply isn't picked up by the system?

Product Support Mautic 6 Install/Upgrade Support
1

Installation Details:

  • Mautic Version: 6.0.4

  • Apache: 2.4.6

  • PHP version: 8.2.29

  • Database: 10.11.14 (mariadb)

Problem Details:

Sent out a segment email to Contacts which works fine and Mautic also picks up on emails being read, when possible, but it doesn’t pick up on the replies which goes to a dedicated imap account which Mautic verified that it can connect to. And checking from command line it looks like it’s working or at least it’s checking:

/html# php /bin/console mautic:email:fetch --env=prod --message-limit=10 --no-interaction

[2025-09-12 12:29:18] 0 emails processed for {``mail.server.net:993/imap/ssl``}INBOX/Bounces with a criteria of UNSEEN
[2025-09-12 12:29:18] 0 emails processed for {``mail.server.net:993/imap/ssl``}INBOX/Unsubscribes with a criteria of UNSEEN
[2025-09-12 12:29:18] 0 emails processed for {``mail.server.net:993/imap/ssl``}INBOX with a criteria of UID 6:1000000006

But, it’s not picking up the response emails; open for pointers what to check since I’m coming up short now on ideas and haven’t found anything in the forum either which would point me in the correct direction either.

2

Clearly this seems to be a bit of a common issue to get Mautic to pick up emails from imap accounts as I found several threads on the topic (Mautic is not catching reply’s after replacing new email account, Email replies not tracking, Email reply not working, Mautic is not catching replies, Reply Tracking not working - #3 by iurijorbenadze , etc.) and haven’t found and solit pointers.

What is mentioned is to ensure that the emails are marked as UNSEEN if polled by other email accounts. Q1: Does Mautic keep track whether an email was marked as SEEN and ignore the email even if it’s marked as UNSEEN again, or will it actually pick it up and marked by itself SEEN and add the record to the Contact? Q2: is there a way to trigger/reset (beside having it to fetch emails) Mautic to do a full mailbox rescan again and pick up the emails?

It might be that I missed out on something but I believe that I got it right with regards to how to setup the mailboxes that I use and had a nice read-up on the topic also via this article How to Track Email Replies From Your Contacts with Mautic.

A bit more information then on my setup for sanity check that I didn’t miss out on anything. I’m using to primary imap mailboxes for the setyp:

The following Email Settings are being used;

Mail Send Settings

Monitored Inbox Settings

Bounces

Contact Replies

Unsubscribe Requests

Did I miss something based on the above?

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Ok, about your questions:

Q1: That’s the server, it know when is a new email, when has been read but marked as unread and if it’s already opened and shown as opened. Mautic only recovers new ones.

Q2: Well, via API, you can pipe bounces, but is a harder setup

What kind of mail server are you using? what’s your full setup? Like use a linux exim, or send via SES or any other provider, windows?