Frequently Asked Question

How to Release a Quarantined Message

If a legitimate email has been incorrectly flagged as spam, you can release it from quarantine so it's delivered to your inbox.

Method 1: From Your Quarantine Report Email

1. Open your daily Quarantine Report email
2. Find the message you want to release
3. Click the "Release" link next to it
4. The message will be delivered to your inbox within a few minutes

Method 2: From the SpamExperts Portal

1. Log in to the SpamExperts portal
2. Go to Spam Quarantine
3. Find the message (you can search by sender, subject, or date)
4. Tick the checkbox next to the message
5. Click "Release" to deliver it to your inbox
6. Or click "Release and Train" — this delivers it AND teaches the filter that this sender is legitimate (recommended for recurring false positives)

Important

• "Release" does not prevent the same sender being quarantined again. If you want to permanently allow a sender, use "Release and Train" or add them to your whitelist.
• Once a message has been deleted from quarantine (or the retention period has expired), it cannot be recovered