Frequently Asked Question
Why Is a Legitimate Email Being Blocked?
Last Updated 2 months ago
Why Is a Legitimate Email Being Blocked?
Occasionally, SpamExperts may flag a legitimate email as spam. This is called a false positive. Here are the most common reasons and what you can do.
Common Reasons
| Reason | Explanation |
|---|---|
| Sender has a poor reputation | The sender's email server or domain has been used to send spam in the past |
| Email content looks like spam | Certain phrases, excessive links, or formatting can trigger spam filters |
| Missing or incorrect email authentication | The sender's domain doesn't have proper SPF, DKIM, or DMARC records |
| Sender is on a public blocklist | The sender's IP address has been listed on a spam blocklist |
| Bulk email sender | Marketing emails and newsletters are more likely to be flagged |
What Can I Do?
- Release the message from quarantine (see "How to Release a Quarantined Message")
- Use "Release and Train" to teach the filter this was a mistake
- Whitelist the sender if this keeps happening (see "How to Whitelist a Sender")
- Contact us if the problem persists — we can investigate and adjust filter settings if needed
Can I Prevent This?
You can ask the sender to:
- Check their email authentication (SPF, DKIM, DMARC records)
- Avoid using URL shorteners or excessive links in their emails
- Send from a reputable email service
If none of this helps, raise a support ticket and we'll look into it for you.