Why are my documents not showing in the matter when save and renaming to matter from email

I have refreshed and restarted my laptop numerous times yet my scanned document will not save to the matter. My Wi-Fi on all other applications including google chrome are running perfectly fine. I am yet to receive any emails in response and was not given a place in a cue as normal when using the orange 'contact us' feature. My boss has also experienced this issue in the past.