Sometimes when we are diagnosing problems with email, we'll ask you to forward the email headers to us. Email programs typically hide all this information from you because it's not necessary to see but when we are trying to figure out problems, we need to see where the email originated and other information.
Just forwarding an email to us typically will not forward the headers - you have to do more than that.
To get us the headers, you first need to enable them or else see them and then copy and paste that text and send it to us.
This page explains how to see email headers in different email programs / applications (we sometimes call applications "clients"):
How to Get Email Headers (mxtoolbox.com)
Once you have that information, please send it to us.
This video explains what an email header is - in case you want to know more about it: