HESK removes images attached by outside users

[OceanWind115]

Script URL: https://support.studiodoorz.com
Version of script: 3.2.2
Hosting company: Cloudways.com
URL of phpinfo.php: https://support.studiodoorz.com/my_phpinfo.php
URL of session_test.php: https://support.studiodoorz.com/my_sessiontest.php
What terms did you try when SEARCHING for a solution: remove image

Write your message below:

When outside users submit images to the system via email, the images are removed. I've set the max image size in the system to 10Mb. A user just tried to submit a 128K image, and it was stripped from her response.

When our admins respond they are able to attach images just fine.

What am I missing here?

Thanks for your help!!!

[Klemen]

Do you get any "attachment removed" messages at the bottom of those tickets?

What is your attachment limit set to (how many attachments are people allowed to attach)?

Do you have "Embedded files: Save embedded files as attachments" enabled in Admin panel > Settings > Email > Other?