17 - Where can I find the reason for the error in the documentary evidence?

Once the documentary evidence has been downloaded (see question 10), it is necessary to open the file with a PDF open file tool, as Adobe Acrobat or Okular.

Email

To see the error, it is necessary to view the information in the attachment regarding the registered email. You must double-click on the PDF icon of the file "Mail_XXX.pdf" or scroll down to the page where the email certificate is displayed, with the title "Registered communication certificate / Registered email"

At "Registered communication certificate / Registered email", you can find the information about the email, date and time, sender and recipient.

If there is an error in the sending, the “Delivery date and time” will show the date of the error and a summary of the technical details of the error will also be displayed:

For more technical information, on the next page you will find the “Delivery technical annex” where you can see all the technical details both in case of delivery and error:

SMS

To see the error, it is necessary to view the information in the attachment regarding the email certificate. You must double-click on the PDF icon of the “SMS_XXX.pdf” file or scroll to the page where the SMS certificate is displayed, with the title “Electronic communication certificate / SMS certificate”

At  "Electronic Communication Certificate / SMS Email", you can find the information about the SMS, date and time, sender and recipient.

If there is a delivery error, the “Delivery date and time” will indicate the delivery status of the SMS:

If you need more info about the status, submit a support ticket to the Technical team (see “What information is necessary to submit a support ticket?”)