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How to report false positives and negatives?

Overview

All spam filtering systems make mistakes from time to time. When a spam message is delivered instead of being blocked, this is described as a false negative. A false positive is the reverse  when the system blocks a legitimate message.

Report False Positive

If your legitimate email message is blocked by MailChannels, an error message is generated and included in the non-delivery report you receive from your mail server when an email is bounced. When you submit a false positive report, our system corrects its behavior so that similar messages will not be blocked in future.

Please submit a false positive report by sending an email to support@mailchannels.com along with the following details:

  • Sender email address
  • Authenticated username of the sender (for example, x-authuser)
  • Recipient email address
  • Error message
  • Copy of the compromised account notification, if received

To ensure faster response from Support, please provide as much information as possible about the issue.

Report False Negatives

If you notice spam being delivered from MailChannels IP addresses, please let us know by sending a copy of the spam message to support@mailchannels.com. Our system will automatically process the attached message and open a case with our Support Team. MailChannels will also accept abuse reports through the RFC standard abuse@mailchannels.com address.

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