user unable to approve the request via email. Facing some issue

[swarnargha]

when the user is trying to approve the request via email by clicking on the link "click here to approve the request REQ0032134" .

When he clicking on the link to approve, a new email reply window is appearing and when he is sending the reply with approved, he is getting the below email from servicenow which says:
The approval for "REQ0088066" failed because the approval response email was not sent by the approver. The Approver is Thomas Cook with email address tthomas@xxxxxxxxxxx.com.

I saw that this email is triggered from ServiceNow due to one of the OOB email notification.

Please help us to fix this issue.

[Maxwell3]

Hello Swanargha,

Have you had any luck resolving this issue? I am encountering the same issue. Although in my case the users do not have duplicate email accounts. 

[Malnl]

Do you have any solution for this? I encountered a similar issue