Every message processed by Mailprotector is evaluated for content and assigned a spam score. This spam score, along with your allow/block lists, custom content rules, and our virus scanners, determines if a message is delivered or quarantined.
Mailprotector strives to evaluate every message as accurately as possible; however, no spam filter is 100% effective against all threats.
False-negative aka Spam leakage
A false negative occurs when a message that should be quarantined is instead delivered to the inbox.
Some spam messages may be classified as legitimate and delivered. This is referred to as a false-negative or spam leakage. There are several common causes of spam leakage, including:
- Allow rules
- Custom content rules
- Non-default (Normal) spam tolerance settings
For assistance with retrieving and examining message headers, please see KB article Understanding Message Headers.
Reporting spam leakage (false-negatives)
Mailprotector strongly encourages all users to report any spam leakage. Reporting will assist Mailprotector on the continual refinement of our filtering systems and better serve you. You can report spam leakage by attaching the leaked email to a new message sent to spam@emailservice.io.
Messages sent to the spam@emailservice.io address will be analyzed, and the data collected used to adapt better to continually evolving spam threats. No response or update from the report will be sent back.
False positives
A false positive occurs when a desired (non-spam) message is quarantined instead of delivered to the inbox.
Some legitimate incoming messages may be classified as spam. Should this occur, the message in question will be placed in the spam quarantine and appear in your Message Review Notification and Quarantine RSS feed.
If the message was quarantined due to a block rule or policy, removing that policy should prevent any further false positives.
If the message was quarantined due to content filtering, adding an Allow List entry for the sender is advised.
For assistance with retrieving and examining message headers, please see KB article Understanding Message Headers.
For further assistance
If you have any questions regarding the information covered in this article or would like assistance in managing spam more effectively, please contact the Partner Success team.
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