The evidence department

Bring the
original.

We need the received ticket email, including its original authentication headers. Not the ticket attachment. Not a screenshot. Not a new email containing a forward.

The short version

Save the original message as an .eml file. Keep it unchanged. On the claim page, choose or drop up to 10 files, each up to 2 MiB (12 MiB total).

I have my .eml files

Gmail on the web

Open the individual ticket confirmation email.
Open the message’s More menu (the three dots next to the message controls, not the browser menu).
Choose Download message. Save the .eml file.

Do not download only the PDF or wallet attachment. If Gmail shows a conversation, download the individual received confirmation, not a forwarded copy.

Google’s message-download instructions

Outlook is version-dependent.

Outlook on the web / Outlook.com

Open or select the email, then choose More actions → Download, or right-click the message and choose Download. Microsoft says the result can be EML or MSG. Choose EML if offered, and check the actual file extension.

New Outlook for Windows

Open or select the message → More actions → Save as (or right-click → Save as). EML availability varies by version; some versions save MSG. If EML is not offered, use Outlook on the web or another EML-capable client.

Classic Outlook for Windows

File → Save As is documented, but is not a guaranteed EML export path. Use the web client or another EML-capable email client instead.

Do not rename .msg or .pst to .eml. Changing the extension does not change the contents, and these formats cannot be accepted here.

Microsoft’s instructions by Outlook version

Apple Mail on Mac

Select the individual received message.
Choose File → Save As.
Choose Raw Message Source and save. This produces an .eml file.

You can also drag a message to the desktop. Dragging a conversation may create separate files. Export as PDF and Export Mailbox are different operations and are not suitable.

Apple’s raw-message instructions

Thunderbird desktop

Select the received message, then File → Save As → File, or right-click → Save As. Save as .eml. The usual shortcut is Ctrl+S on Windows/Linux, or Command+S on Mac.

Tools → Export exports a profile ZIP, not an individual email. Menu details may vary; the EML-specific Mozilla support answer is community guidance.

Mozilla-hosted EML guidance

On a phone?

Many mobile mail apps do not expose original-message export. Use your provider’s desktop web interface or a desktop email client connected to the same mailbox. Do not forward the email to yourself to create a new file.

A file is not proof by itself.

The .eml extension is just a container. We still check authentication, issuer policy, film, screening and recipient ownership. Modified messages, failed signatures, unknown issuers and unclear bookings may not qualify. Optional review consent is not a guarantee of acceptance.

Upload the evidence — free

Instructions researched from the linked sources on October 15, 2026. Provider menus can change. Never upload mailbox archives, screenshots, PDFs, MSG, PST, MBOX or ZIP files here.