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Frequently Asked Questions

Email Filtering

Q: The IP address of my mail server has changed. What do I need to do?

A: The IP address listed in the Admin Centre must match the IP address of your mail server: Select the Domains option from the navigation menu in the Admin Centre Select the desired domain name, and insert the new IP address in the field next to Inbound Mail Server Click the Update Domain button to save changes

Q: What is the maximum allowed message size?

A: 150 megabytes (150,000,000 bytes).

Q: Why is some of today’s reporting data missing?

A: Reports are updated at 6 hour intervals displaying data for the previous 6 hours.

Q. What is the default notification period of Spam notifications without customizing this functionality?

A: The default notification period is 7 days.

Q. Can I add / remove words from the Sensitive Word list?

A. No, you cannot add or delete the words from the sensitive word list. You can, however, add your own words by creating a reject rule in the policy filter.

Q. What do I do with unfiltered Spam messages?

A. Please forward a copy of the spam message along with full internet headers to our Spam team at [email protected]. One spam message per submission, please. Submitting a group of messages in an attachment is not the best way as much of the original spam message can be lost.

Q. The Spam filter caught a legitimate piece of email. What do I do?

A. Please forward a copy of the message along with full internet headers to our False Positive team at [email protected]. They will review the message and adjust our filters where needed to prevent the exact message from being tagged as spam moving forward.

Note: You may also select the “Salvage” or “Do not block” options for the message in from your SpamShark account or HTML notification.