An itinerary is forwarded to firstname.lastname@example.org but is not showing up in the app.
In order for the sync to work, traveler should make sure that the email address they forward their itinerary to email@example.com from, is the same as the one that is stored in their Portrait profile.
If the email address is not the same, traveler should update the Portrait profile with the correct one.
An immediate solution would be to send the itinerary to firstname.lastname@example.org and Cc the old email address.
In addition, the travel confirmation must be from a supported travel provider. Try to initiate a manual sync on your device by tapping the sync button at the top right in the “My Trips” menu of the application.