Help Center

How to report False Positives and False 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  with the subject "False Postitive" along with the following details:

  • Sender email address
  • Recipient email address
  • Error message
  • Copy of the message (including headers) in EML or TXT format

To ensure faster response from Support, please provide all the requested information.

Report False Negatives

If you notice spam being delivered to your mailbox, 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. 

Please submit a false negative report by sending an email to support@mailchannels.com  with the subject "False Negative" along with the following details:

  • Sender email address
  • Recipient email address
  • Error message
  • Copy of the message (including headers) in EML or TXT format

To ensure faster response from Support, please provide all the requested information.

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

Please sign in to leave a comment.