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Spam filters are not perfect. When the system makes a mistake in either direction, you can report it so MailChannels can correct the behavior.

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Report a false positive (legitimate mail blocked)

A false positive occurs when a legitimate message is blocked by MailChannels. The sender receives a non-delivery report (NDR) with an error message. For self-service remediation, see Unblock senders. To submit a false positive report directly to support, email support@mailchannels.com with the following details:
  • Sender email address
  • Authenticated username of the sender (for example, the X-AuthUser value)
  • Recipient email address
  • Full error message from the NDR
  • Copy of any compromised account notification, if received
Include as much detail as possible to help the team resolve the issue quickly. If you have the raw message, attach it as an EML file.

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Report a false negative (spam delivered)

A false negative occurs when a spam message passes through MailChannels and is delivered to the recipient. Forward the spam message as an attachment to: spam@feedback.mailchannels.net MailChannels also accepts abuse reports at the standard address: abuse@mailchannels.com Both addresses automatically create a case with the Support team. The attached message is processed to improve detection for similar campaigns.