spaceonline.co.uk – hosting

Spam – how we deal with it

All email received through our servers is processed by anti-spam software called MailFoundry. Decisions about spam are made before the mail is delivered to you, so you should not get spam in your inbox at all, just the daily notification of what emails were blocked. MailFoundry is better than 99% perfect, which means very occasionally an email may be incorrectly considered spam. When this occurs it’s due to a spam rule on our spam filters considering that email spam, so we need to adjust that rule to stop the problem.

What to do if emails are mislabelled as spam

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. The rule is updated within the next 24-48 hours, so future emails of that nature should not be not incorrectly caught in the filter.

What to do if emails continue to be mislabelled

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 explanation, not a mistake.

What to do if spam email arrives in your inbox

If spam emails are getting into your inbox then we need to know. Report spam that is making it to your inbox by forwarding the full spam email to spam@mailfoundry.com.

What to do if spam email continues to be delivered to your inbox

If the spam continues to arrive after a day or two, please find the header information of one of the spam emails, and place that into a message on our contact page so we can then examine this to check for the reason it was not caught.