Inbound emails are not added to Salesforce

Emails are sent to Email to Case Premium but they are not creating new cases or updating existing cases.

Mar 9, 2026
Knowledge

Symptoms

The attached message was sent to the Email Service address <e2cpremium@xxxxxxx.apex.salesforce.com> but could not be processed because the following error occurred: 554 null: License Required or moduleapi.isv.packaging.exception.PackageLicenseRequiredException
The attached message was sent to the Email Service address <e2cpremium@xxxxxxx.apex.salesforce.com> but could not be processed because the following error occurred: 554 ProcessMessage: no access allowed to this class.
The sender receives an error indicating: '550 Address owner is inactive'
Inbound emails do not result in new cases or new comments on existing cases

Solutions

There are several possibilities:

1. Send an email directly to your Email to Case Premium routing address to determine if the problem resides with forwarding on your company's mail server or whether the problem is in your Salesforce/Email to Case Premium configuration.

To obtain your Email to Case Premium routing address, navigate to Email to Case Premium's Setup Wizard's 'Global' tab.

If sending an email directly to the routing address successfully creates/updates a case in Salesforce, then the issue is likely related to forwarding on your mail server from your support address(es) to the Email to Case Premium routing address.

2. Ensure that you cleared the "Accept Email From" box when adding the email service during the initial setup. Navigate to Salesforce Setup | Email Services and choose Email to Case Premium. Check both the Email Service and the Email Address(es) under that email service, and remove any values in the "Accept Email From" box. Additionally, you should verify that both the Email Service and Email Address are set to "Active".

Email Service:

Additional Address:

3. Check that the "Context User" specified in the Email Address (under the Email Service) is an active Salesforce user with either the System Administrator profile or the required permissions.

4. Check that the "Context User" is assigned a license to Email to Case Premium. If you are using a trial license in a Sandbox, this step does not apply to you.

5. Salesforce provides email logs that track if messages were successfully sent or received. Go to Salesforce | Setup | Email Log Files and generate a log for the time frame you were expecting the email to have created a case.

6. If none of the above steps resolve the problem, review the following knowledge article for additional information, or contact Vicasso support by sending an email to e2cpremium@vicasso.com.

Status

Additional Information

http://kb.internetcreations.com/?kb=000001043 (Setting the Context User and Minimum Permissions)
http://kb.internetcreations.com/?kb=000001619 (Inbound emails are not added to Salesforce - Additional Information)

Title

Inbound emails are not added to Salesforce