Forwarding emails breaks hyperlink

Question

Hello,

One of our users is having an issue forwarding email campaigns sent to him via mailchimp. The original event invitation is received with a 'register' button that links to an RSVP page, and the user is able to open that link but when forwarding, the link disappears and just becomes an image with the word 'register' (and no html if we hover the cursor above it).

We have tried to add email address that the invites come from to the safe senders list, as well as allow ed emails to automatically download images in Exchange (in Trust centre). We have also tried to forward it via Outlook web and via a different device but all with no luck.

Other users are able to receive and forward the invites without any issues, it's just the one user.

Answer 1

Hi @Odelia Tan

Welcome to our forum!

Does the issue occur on the Outlook desktop client? To further confirm if the issue is more related to Outlook desktop client, if possible, please the user logs in to the web mail and does the same test to check if the issue persists. 

And what is the version of the user's Outlook? It is recommended that please check the Outlook client version (File>Office Account>Product Information) and try to upgrade to the latest version to see if the problem is resolved. 

Can the mail be read normally by the user with the forwarding issue?

If the user could not read the message normally, please refer to the following step:

• Check Email Client Settings: Ensure that the email client settings are not set to block or strip out HTML content. Please go to File>Options>Trust Center>Trust Center Settings>Email Security to ensure the user with the issue does not tick the 'Read all standard mail in Plain Text'.

If the user could read the message normally, please refer to the following steps:

• Check Email Format: Ensure that the email is being forwarded in HTML format and not plain text. Sometimes, forwarding emails in plain text can strip out HTML elements, including links.
• Forward as Attachment: Instead of forwarding the email directly, try forwarding it as an attachment. This can sometimes preserve the original formatting and links.
• Test with Different Email Client: If possible, try forwarding the email using a different email client (e.g., Thunderbird) to see if the issue persists.

Hope it helps! 

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