Troubleshooting: Arthur Forwarded-Email Parsing

Status: Not yet released. This article is drafted ahead of launch. Steps and screenshots will be finalized when the feature ships.

Arthur replied to me instead of the resident

Normally, when a trusted address forwards a resident's or owner's email into Arthur, Arthur replies to that original sender, not to the forwarder. If Arthur replied to you (the forwarder) instead, one of two things happened:

• The forwarding address isn't on the trusted list yet. Open the Trusted forwarding addresses field (in the Hero Arthur card, under the Services tab in Property Settings, or in the setup wizard's Email Address step) and add the address you forwarded from.

• The message failed a standard email authentication check. Some forwarding methods can break the check Arthur uses to confirm a message genuinely came from a trusted address, even when that address is already on the list. If this keeps happening for an address you've already trusted, contact support with the message so we can take a look.

Either way, Arthur still sent a reply, it just went to you instead of the resident or owner. Forward Arthur's reply on to them.

My address won't save, or shows an error

• Inline error under the field: the text you entered isn't a valid email address. Check the formatting (for example, a missing @ or domain) and try again.
• "Couldn't save trusted forwarding addresses" message: this appears in the Hero Arthur card when a save attempt fails, and the address you added or removed reverts. Check your connection and try again; if it keeps failing, refresh the page.

Adding an address that's already on the list doesn't cause an error: URBI just ignores the repeat.

I got a note saying Arthur "couldn't route" a forwarded message

If a trusted address forwards a message into Arthur but Arthur can't tell who the original sender was (for example, the forwarded message didn't preserve clear sender details), Arthur doesn't guess. It sends the forwarder a single short note explaining it couldn't route the message, and it does not email the unknown person.

This is expected behavior, not an error. Reply to the resident or owner directly for that one message; Arthur will handle any future messages from them normally once they email in on their own.