Safelisted Messages are Marked as Spam Print

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There are a couple reasons why messages from a particular sender may still be blocked, or getting delivered to your spam folder, even after you tried safelisting them.

First, make sure that you safelisted the sender using Webmail. If you tried adding the sender to your safe senders list in Outlook or any other mail client, that will not sync with the server. Adding the sender to your safelist in Webmail is the best way to ensure their messages are allowed and delivered to your Inbox.

To safelist a sender in Webmail, please read the following article:

Whitelisting a Domain

You also may need to check and confirm that the sender is not listed in your blacklist. Addresses on your blacklist will receive a bounceback when trying to send you a message and those messages will never arrive in your mailbox.

Follow these instructions to check your blacklist settings in Webmail:

  1. Login to your Webmail interface at:
  2. In the upper right hand side next to your username, click the drop-down to access the Settings menu
  3. Select Spam Settings and click the Blacklist tab
  4. Remove any addresses that should not be there. You should also avoid blacklisting domains from large email systems, such as or, as this could prevent you from receiving any email from those mail providers

If you verified that all of your safelist and blacklist settings have been correctly set in Webmail, and mail is still getting filtered from that sender, then you may actually need to safelist a different address.

To find the address(es) needed for safelisting, you will need to obtain the full message headers of one of the messages that was already delivered to you. Follow the steps below to acquire the message headers from Webmail.

  1. Login to your Webmail interface at:
  2. Click on the message in question
  3. Click on More
  4. Click on View Full Header
  5. In the Full Header dialog box, you should find the following 2 fields:

    1. Return-Path
    2. X-Originating-IP

The "Return-Path" header shows you which address was really used to send this message. You can safelist the address included in the < > and this should allow any future messages from that sender.

You can also safelist the IP address of the server sending the message. This will allow all mail from that particular server to come through, regardless of which email address it's coming from. Use the "X-Originating-IP:" header to find the IP address of the server used to send that message.

Warning: Safelisting the IP address of the sending server will allow ALL mail from that server to be delivered into your Inbox. That means that spam sent from that server will be delivered to your Inbox as well.

We recommend that you not safelist IP addresses from large email systems, such as Gmail or Yahoo as this could result in spam arriving in your Inbox.

Sometimes, the Return-Path may change on a message-to-message basis. This is commonly seen with bulk mail like newsletters, advertisements or other mailing lists. If you wish to allow those messages, the best option is to safelist the IP address of the server (found in the "X-Originating-IP:" header) or create a Filter in Webmail that always moves those particular messages to your Inbox.

To add a Filter in Webmail, follow these steps:

  1. Login to your Webmail interface at:
  2. In the upper right hand side next to your username, click the drop-down to access the Settings menu.
  3. Select Incoming Email and click the Filtering tab
  4. Click Add New Filter to add a new filter

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