- December 15th, 2016 97
While our spam filtering system(s) are awesome, occasionally they make a mistake and miss an email or incorrectly identified an email as spam that was not. Reporting these errors is easy!
To report a false negative (an email that is spam, but was not identified as spam), simply forward the email to email@example.com and the spam filtering engine will pick it up, scan it and automatically adjust itself for future emails.
To report a false positive (an email that is not spam, but was identified as spam). Please open a support ticket with the department related to your associated service and give the Headers from the email. You can save the email and directly attach it to the ticket. We will work with the spam filtering vendor to see why the email was identified as spam and how to resolve it going forward.
You can also prevent emails from being scanned by our spam filtering system by whitelisting the sender’s email address or domain in SmarterMail.