Email messages from an external mailer are being tagged as spam by Symantec Messaging Gateway or Email Security.cloud.
You consider the email to be legitimate and would like the filter removed. You also want to know what steps can be taken to prevent your email from being blocked in the future.
Symantec is willing, purely as a discretionary matter, to investigate the reason why your company's messages may be blocked by our filtering software.
A legitimate email which has been incorrectly given a verdict of spam can be submitted to Symantec for analysis and filter review.
To analyze a false positive message, Symantec must receive the original false positive message:
Send the false positive message as an email attachment to the appropriate address for your region:
Instructions on how to attach messages for common email clients are provided below. For all other email clients, please check the documentation or contact the service provider for help.
Symantec does not acknowledge messages submitted to the above addresses. Ensure that you are following the procedure outlined above to submit in a correct format. If this fails to resolve the matter please contact your administrator or Symantec support.
To check the reputation of a specific IP address, go to IP Reputation Investigation.
If you believe a reputation is incorrect, you can request that the IP be investigated further by clicking the "investigate" link that appears with the result of the query. If an IP does not have a negative reputation, it is not on the global blacklists in any Symantec Messaging Gateway product.
Investigation requests are typically processed within 24 hours, but no feedback is provided other than removal of the IP address if it passes review. The investigation site is for the resolution of issues related to Symantec’s IP reputation service, and is not related in any way to any other 3rd-party blacklists or realtime blacklist (RBL).
Administrators receive confirmation that their investigation request will be processed at the time of the request, but no final confirmation is sent to confirm the action taken if any.
Symantec reserves the right to review all requests and take appropriate action based on observed email traffic originating from the IP in question.
Only messages sent following the procedure above will be accepted for analysis.
Each false positive submission is examined individually to assess what caused the message to be detected as spam and what corrective action, if any, needs to be taken.
Note that Symantec does not guarantee that each submission results in an alteration of our filters.
To ensure that your email addresses are legitimate, and to help avoid being tagged as spam, Symantec recommends adhering to the following best practices: