The most common cause of dropped inbound email messages is violation of the maximum payload rules. Emails received by VetBadger cannot exceed 20MB including attachments. Due to security constraints, many email services will not report failures if a message exceeds this limit.
If clients attempt to send you a collection of video files or other large attachments and the message does not arrive, the easiest recommendation is to simply send each file in a separate email, as long as each individual file is smaller than 20MB. If a client needs to share a single file larger than 20MB, we recommend using either a video sharing system like YouTube or a file sharing system like DropBox or Google Drive.