Emails sent to a Symantec customer using Email security.cloud are not being delivered

Products

• Email Security.cloud

Issue/Introduction

• The sender considers email to be legitimate and would like the filter removed.
• You would like to know what steps can be taken to prevent email from being blocked in the future.
• Note: this solution is for non-Symantec Email Security.cloud customers. Symantec Email Security.cloud customers can contact Technical Support. 

Environment

Email security cloud

Resolution

To make sure emails are deemed legitimate, Symantec recommends the following steps:

• Make sure the database does not contain older email addresses of those who do not want to receive promotional or marketing email. Send confirmation emails to determine who should remain on the list and who to remove.
• Do not accept email addresses from third-party marketers, unless such email addresses can be assured they are legitimate and that such subscribers want to receive promotional or marketing email.
• If a subscriber no longer wants to receive emails, provide a method by which a subscriber can opt-out. Promptly remove these opted-out email addresses from the list.
• Promptly remove from the email list emails that bounce back. This indicates that the recipient is no longer available.
• Use a double opt-in method to sign up subscribers. This will confirm that the subscriber did request the promotional and marketing email.
• Remove email addresses of those who do not open email messages.
• Consider using a third party to manage and update the addresses on the email list.
• The above are some of the reasons why email is being tagged spam. Old unverified third-party email lists result in subscribers feeling they receive unsolicited email. Implementing these suggestions is a best practice recommendation by Symantec.

If issues persist, ask the recipient to open a support case with Symantec for further investigation.