We've had several tickets this week from customers who have had small problems with false-positives (MailFoundry blocking emails which should not be blocked) so this post is aimed at providing some information with how to handle this type of issue.
MailFoundry is 99% perfect, which means very occasionally (1 in 1 million) an email may be incorrectly considered spam. When this occurs its due to an actual spam rule on our spam filters considering that email spam, so we do need to adjust that rule to stop the problem.
When you get an email marked as spam showing in your daily spam digest, use the "REPORT AND RELEASE" link to release the email to your inbox, and report it as not spam. This should also mean the rule is updated within the next 24-48 hours, so future emails of that nature are not incorrectly caught in the filter.
If after reporting the email, it is still being caught after a couple of days, then you need to release one of the emails, and then view the FULL header information for that email. Paste this header information into a support ticket at our helpdesk. We do not need the content of the email, just the important header information as this tells us what rule is incorrectly tagging the email as spam. We can then manually solve the problem for you, or explain further if there is an explanatio not a mistake.
On the other end of the scale, if spam emails are getting into your inbox then we can also help with this. Please find the header information of one of the spam emails, and place that into a ticket at our helpdesk we can then examine this to check for the reason it was not caught. We're finding some spam is not actually passing through our MailFoundry, and we can advise on a way of fixing this.
Its important that you are happy with your email service and spam filtering. MailFoundry has meant a complete end to spam for most of our customers. If you have any problems at all, either incorrectly tagged emails or spam still getting to your inbox then please contact our helpdesk so we can help mitigate the problem - your inbox should be 100% functional and 99% spam free if our filtering is doing its job correctly.
Summary
Report spam that is making it to your inbox by forwarding the full spam email to
spam@mailfoundry.com.
If the spam continues to arrive after a day or two, please find the header information for one of the emails and paste it into a new helpdesk support ticket to us, so we can examine the spam further.
If genuine emails are being caught and after 2 days from you using the "RELEASE AND REPORT" links in your digest they continue to be caught - please find the important header information for that email and place that into a new support ticket at our helpdesk.
Spam and email issues are mailbox specific, so its important you contact us via the helpdesk for assistance and not via livechat, forum or any other means you may have.
Many thanks for reading!
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