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MANAGED HOSTING > EMAIL ERRORS & TROUBLESHOOTING > I am having trouble sending email, but can receive without issue > If you do not receive an error message, and the email(s) appears to have successfully "sent", however the intended recipients report your messages are being marked as SPAM
Please follow the
steps below:
1)
Try sending the user a message from your web
based email, with the subject "message" and the body
"This is a test message" (no email signature, etc). If
they report the message was marked as spam, please proceed to step 2, if
it was not proceed to step 4.
2)
If you have access to a computer connected to another ISP (internet
service provider), try repeating step 1 on that other connection.
If they report the message was marked as spam, please proceed to step 3,
if it was not proceed to step 4.
3)
Contact our Hosting Support Team with the address you are sending from, and the address you are sending
to. For example, from john@doe.com to friend1@aol.com. The
Hosting Support Team will investigate why this might be happening to your
messages. In the meantime, if the intended recipient of your
message has either the knowledge or capability to forward the
"message source" of the email marked as SPAM, this could
reveal what specifically caused your message to be filtered. Also,
if the intended recipient has the ability to add your email address or
domain to their "whitelist", generally this will prevent your
message from filtered by the respective recipient, regardless of other
variables.
The issue could be caused by the ISP somehow incorrectly
filtering email from your address or domain as spam. In most
cases, we can contact the ISP and try to resolve this. Also, we
may recommend calling our General
Services Team and
asking someone to verify if your email was received by our Hosting Support Team.
4)
Some aspect of your message was causing the SPAM filtering software of the
recipient to filter it as SPAM. Possible causes include certain
words in the message, and the format of the message (HTML is more likely
to be filtered as SPAM). This can also be better understood if the
intended recipient of your message has either the knowledge or
capability to forward the "message source" of the email marked
as SPAM to you or our Hosting Support Team (the message source typically
contains the explanation of why the email was filtered).
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